How to Send Audio Messages from DoubleTick Web

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.

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⏺ Recording and Sending a Voice Message

1. Open a Conversation Navigate to an existing conversation where the conversation window is open.

2. Click on the 🎤 Microphone Icon This will activate the recording interface.

3. Start Recording Press the Record button to begin capturing audio.

4. Pause or Stop (Optional) You may pause or stop depending on the message length or structure.

5. Preview the Audio (Optional) Listen to ensure clarity, correctness, or tone before sending.

6. 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.

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⬇ 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

• Sales lead handovers

• Customer dispute cases

• Training and team knowledge sharing

• Offline access

Downloaded files maintain their original recording format and quality.

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🌐 Microphone Permissions & Browser Behavior

When using the feature for the first time, your browser will request microphone access.

To enable:

1. Click Allow

2. Verify access remains granted in the browser settings

3. 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.

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🖥 Recommended Browsers & Compatibility

For optimal performance, Google Chrome is recommended due to:

• Faster media processing

• 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.

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🎧 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.

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🔐 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.