How to send audio messages
Learn how to record, send, and manage audio messages on DoubleTick Web, including playback speed, downloading, and browser requirements.
DoubleTick Web supports audio messages, so you can speak to customers instead of typing. Use them for complex explanations, order confirmations, or high-intent sales conversations.
You no longer need to switch to your phone to send a voice note.
What's covered
How to record and send a voice message
Open an active, customer-initiated conversation. The microphone icon then appears in the message input bar.
Click the microphone icon to activate the recording interface.
Press the record button to begin capturing audio.
Pause or stop the recording at any point.
Preview the audio before sending to check clarity and tone.
Click send to deliver the voice note.
Once sent, the voice note appears in the conversation timeline. It includes a duration marker, playback controls, and a download option.
If the customer has not initiated the conversation, the microphone icon stays hidden. This follows WhatsApp's API messaging rules. Learn more in Understanding the 24-hour messaging window or How to start a chat with a customer.
How to adjust playback speed
Listening to long voice notes can take time. You can now play any audio message, whether you sent it or the customer sent it, at the speed that works for you.
Open the conversation containing the audio message.
Tap the speed button next to the audio player.
Switch between 0.5x, 1x, 1.5x, and 2x.
Speed audio up when you are short on time. Slow it down when you need every detail.
How to download audio messages
All sent and received audio messages include a download option. Downloading is useful for:
Internal review by support, technical, sales, or compliance teams.
Quality audits, handovers, or customer disputes.
Training and offline access.
Downloaded files keep their original format and audio quality.
Microphone permissions and browser behaviour
Your browser asks for microphone access the first time you use this feature.
Click allow when prompted.
Confirm that access remains granted in your browser settings.
Refresh the page after granting permission if needed.
Microphone access is required for recording. No audio is captured without explicit browser-level consent.
Permissions only need to be granted once per browser. Grant them again if you revoke access.
For the best performance, use Google Chrome. It offers faster media processing, lower playback latency, stable permission handling, and better WebRTC compatibility.
Voice messaging works across modern browsers. Chrome provides the most consistent experience.
Ideal use cases
Voice messages work particularly well for:
Explaining complex queries, such as troubleshooting or booking details.
High-intent sales interactions, where a human voice builds trust.
Customer support resolution, where tone and empathy matter.
Follow-ups and confirmations, when customers cannot type.
Data handling and compliance
Store downloaded voice notes securely when you need them for documentation. Follow your organisation's compliance and data retention policies.
Key takeaways
DoubleTick Web supports recording, sending, and receiving audio messages.
You can adjust playback speed from 0.5x to 2x.
You can download audio for review, audits, and offline access.
Grant microphone access once per browser. Google Chrome provides the most reliable experience.
Frequently asked questions
Related articles
Understanding the 24-hour messaging windowHow to start a chat with a customerHow to schedule a messageLast updated