Send a Voice Message to a Client

Some things are quicker, or warmer, to say out loud. From the inbox you can record a voice message and send it with your reply.

Record and send on the webCopy a link to this section

1. Open the conversation in Messaging.
2. In the reply box, press Record Voice Message (the sound-wave icon beside the microphone). Allow the microphone if your browser asks.
3. A card opens above the reply box with a live level and the time, up to three minutes. Use Pause and Resume as you need, then Stop.
4. The card now plays your recording back. Listen, and read the line under it that says how it will reach the client (see below).
5. Press Add to Reply, or the bin icon (Discard) to throw it away and start again. Esc discards too.
6. Add words if you like, then Send.

If you switch tabs while recording, the recording pauses; nothing records in the background.

Record and send in the appCopy a link to this section

In the conversation, tap the sound-wave icon in the reply bar (for an email, under the editor). The same card opens with Pause, Stop and Discard; once stopped, play it back and tap Add to Reply. Leaving the app mid-recording loses that voice message: the phone stops the microphone, so stay in Perceny until you have tapped Add to Reply, or record it again.

How each channel delivers itCopy a link to this section

• Email: the recording is attached to the email as an audio file.
• Web chat: the client gets a player in the chat.
• Text: when the recording is a type phones play and small enough for a picture message, it goes as an audio MMS, charged like a picture message. Otherwise, for example a recording made in Firefox, or a long one, the text carries a secure link to the recording that works for 30 days, like any file a text cannot carry. The card tells you which before you add it.
• In a group text, the recording always goes as a link.

Voice notes from clientsCopy a link to this section

When a client sends a voice note, by text, email or web chat, it shows in the thread as a player: press play, drag along the waveform to skip, and change the speed with the 1x button. The length shows before you play it.

Under the player you see the Transcript: what the client said, written out when it arrived, in their language. A card number read out in a voice note is removed, as it would be in a typed message. If the AI receptionist is answering the conversation, it reads the transcript too, so it can answer a voice note like a text; when a note could not be written out, it asks the client to type it.