Audio (voice) messaging is now supported on DoubleTick Web, allowing you to communicate with customers more naturally—especially when explaining complex information, confirming orders, or handling high-intent sales conversations. This eliminates the need to switch between devices and helps maintain continuity directly from your web workspace.
🎤 Accessing the Microphone on DoubleTick Web
Once you open an active customer-initiated conversation, a Microphone (🎤) icon will appear in the message input bar.
This enables you to:
Record a voice message in real time
Preview the message before sending
Send instantly to the customer
Download the message after it is sent
If the conversation has not been initiated by the customer, the mic icon will remain hidden for compliance and messaging rules governed by WhatsApp’s API policies.
⏺ Recording and Sending a Voice Message
Open a Conversation
Navigate to an existing conversation where the conversation window is open.
Click on the 🎤 Microphone Icon
This will activate the recording interface.
Start Recording
Press the Record button to begin capturing audio.
Pause or Stop (Optional)
You may pause or stop depending on the message length or structure.
Preview the Audio (Optional)
Listen to ensure clarity, correctness, or tone before sending.
Send the Message
Click Send to deliver the voice note to the customer.
Once sent, the voice note will appear in the conversation timeline with a duration marker, playback controls, and download capability.
⬇ Downloading Audio Messages (Sent & Received)
All audio messages—whether you sent them or the customer sent them—come with a Download option.
Downloading is useful for:
Internal escalation or review (Support/Technical/Sales/Compliance)
Quality audits and monitoring
Training and team knowledge sharing
Downloaded files maintain their original recording format and quality.
🌐 Microphone Permissions & Browser Behavior
When using the feature for the first time, your browser will request microphone access.
To enable:
Verify access remains granted in the browser settings
Refresh if needed after granting permissions
Permission Requirements
Microphone access is mandatory for recording
No audio data is captured without explicit browser-level consent
Permissions only need to be granted once per browser unless manually revoked.
🖥 Recommended Browsers & Compatibility
For optimal performance, Google Chrome is recommended due to:
Lower latency in audio playback
More stable permission handling
Better WebRTC compatibility
Voice messaging works across modern browsers, however Chrome provides the most seamless experience.
🎧 Ideal Use Cases
Voice messages are particularly effective for:
✔ Explaining Complex Queries
E.g., technical troubleshooting, installation, booking details, product demos, etc.
✔ High-Intent Sales Interactions
Human voice increases trust and accelerates conversions.
✔ Customer Support Resolution
Tone and empathy are easier to convey over audio.
✔ Follow-Up or Confirmation
Especially when the customer is traveling or unable to type.
🔐 Data Handling & Compliance Considerations
Downloaded voice notes can be stored securely for documentation purposes.
Teams handling sensitive audio should adhere to organizational compliance and data retention policies where applicable.
