Shoppers can send a voice note to your business on Instagram, Facebook Messenger or WhatsApp. When AI answering is on for that channel, Rep AI uses what the shopper said to answer in the same conversation. Its reply is text.
Get started
- Connect your Instagram, Facebook or WhatsApp account in Settings → Integrations → Social.
- Open AI Social → Messages, select the channel and turn AI answering on. Save your changes.
- Send a test voice note from a personal account. Ask a question your AI can answer, such as your return policy.
There is no separate voice-note setting. Your AI can use a voice note alongside text or a photo in the shopper’s message. It can answer product and support questions using the skills you have enabled for that channel.
Read what the shopper said
Open Conversations or Live Conversations in the Rep AI Console and select the conversation. When a voice note is transcribed, its words appear beneath the recording, marked Voice note. Select Show more to read a long message. You can play the recording when it is available.
Older voice notes and notes that could not be transcribed may show without written words.
If a voice note cannot be understood
Rep AI asks the shopper to record it again or type their message. If the recording is too long, it asks for a shorter one. After repeated failures, it can offer to connect the shopper with your team.
If your AI does not reply, check that the channel is connected and AI answering is on in AI Social → Messages.
Common questions
Will my AI send a voice reply?
No. It reads the shopper’s voice note and replies in text.
Does this work in website chat?
This feature covers Instagram direct messages, Facebook Messenger and WhatsApp.
Can I see the spoken words in a shared conversation link?
No. The public shared view does not show the voice-note transcript.