What Voice Notes and Attachments Do
Voice notes and attachments allow website visitors to send richer messages through the Live Chat Widget. Visitors can:
Upload supported files.
Send audio attachments.
Record voice notes directly inside the widget.
Send attachments without typing a text message.
Preview recorded audio before sending.
Key Benefits
Voice notes and attachments help visitors explain issues faster and give agents better context before replying. Key benefits include:
Visitors can send screenshots, PDFs, images, audio, or voice notes.
Visitors do not need to type a message when sending supported files.
Agents can review files and audio in Conversations.
Audio messages appear as playable audio cards.
Conversation AI can process supported images and voice notes when enabled.
Supported Message Types and Limits
Visitors can upload supported image, document, and audio files through the Live Chat Widget. Supported image and document types include:
.jpg
.jpeg
.png
.heic
.pdf
JPG and PNG files may show inline previews. HEIC and PDF files may appear as downloadable filenames instead of inline previews. File limits:
Maximum files per message: 5
Maximum file size: 25 MB per file
Unsupported file types, oversized files, and duplicate file selections may be blocked automatically.
Audio and Voice Note Behavior
Voice notes and audio attachments appear as playable audio cards in the widget and in Conversations. Audio cards may include:
Play and pause
Waveform
Seek controls
Mute and unmute
1×, 1.5×, and 2× playback speed
Restart audio
Conversation AI can process supported voice notes when voice note response is enabled for the bot.
How to Enable Voice Notes and Attachments
Enable these options from the Chat Widget settings.
Go to Sites.
Open Chat Widget.
Click New or open an existing Live Chat Widget.
4. Go to the Chat Window.
5. Open Additional options.
6. Enable Allow sending voice notes if visitors should send voice notes.
7. Enable Allow sending attachments if visitors should upload files.
8. Click Save.
How to Install the Chat Widget
The Live Chat Widget must be installed on the website before visitor messages can route into Conversations.
Open the Live Chat Widget.
Click Get code.
3. Copy the embed code.
4. Add the code to the body or footer section of the website.
5. Use Via code or Via GTM, depending on your installation method.
How Visitors Send Files or Voice Notes
Visitors can send files or voice notes from the Live Chat Widget after the feature is enabled. To upload files, the visitor opens the widget, clicks the attachment icon, selects supported files, waits for the upload to complete, and sends the message.
To record a voice note, the visitor opens the widget, clicks or taps the microphone icon, allows microphone access, records the message, previews it, and sends it.
If microphone access is denied, the visitor must allow microphone access in the browser settings and try again.
Reviewing Attachments and Voice Notes in Conversations
Agents can review Live Chat files and voice notes directly from Conversations. In Conversations:
JPG and PNG files may show inline previews.
HEIC and PDF files may appear as downloadable filenames.
Audio messages appear as playable audio cards.
Agents can preview, play, download, or respond based on the file type.
Using Conversation AI With Images and Voice Notes
Conversation AI can respond to supported images and voice notes when the correct bot settings are enabled. To enable Conversation AI responses:
Go to AI Agents.
Open Conversation AI.
Select Agent List.
Click the three dots next to the bot.
Select Edit.
6. Go to Bot Settings.
7. Also allow this bot to respond to, enable Images, Voice Notes, or both.
8. Click Save.
When Images are enabled, Conversation AI can analyze supported customer-shared images. When Voice Notes is enabled, Conversation AI can transcribe supported audio and generate a context-aware reply. PDFs are not supported for Conversation AI image responses.
Common Issues and Fixes
The file is too large
Compress the file or upload a smaller version.
File type is not supported
Convert the file to a supported format before uploading.
Duplicate file warning appears
Remove the duplicate file and attach a different file.
Upload is slow
Wait for the upload progress indicator to complete or try again on a stronger connection.
Microphone permission is denied
Allow microphone access in the browser settings and record again.
AI does not respond to an image or voice note
Confirm the bot setting is enabled for Images or Voice Notes.
FAQ
Can visitors send attachments without typing a message?
Yes. Visitors can send attachment-only messages from the Live Chat Widget.
Can visitors record voice notes inside the Live Chat Widget?
Yes. When Allow sending voice notes is enabled, visitors can record, preview, and send voice notes directly from the widget.
Can I turn off file uploads but keep voice notes enabled?
Yes. File uploads and voice notes are controlled separately.
Can visitors send PDFs?
Yes. PDFs are supported as Live Chat attachments, but they may appear as downloadable filenames instead of inline previews.
Can Conversation AI read PDFs sent through Live Chat?
No. PDFs are not currently supported for Conversation AI image response.
Can Conversation AI respond to voice notes?
Yes. Conversation AI can respond to voice notes when voice note response is enabled for the bot.
Will the bot reply with an audio message?
No. Conversation AI usually replies using standard channel messages, usually text.
Why do HEIC files not preview inline?
HEIC files may be uploaded as Live Chat attachments, but inline preview depends on browser support. Download the file and open it locally if the preview is unavailable.