Send Audio Messages in Agent Integrated

You can record, send, receive, and listen to audio messages on select digital channelsClosed Any channel, contact, or skill associated with Digital Experience.:

Channel Send audio messages Receive audio messages
Apple Apps Reviews icon of an A in a Blue circle. cannot send audio messages. cannot receive audio messages.
Apple Messages for Business the Apple Messages for Business icon: a gray apple. Can send audio messages. Can receive audio messages.
Chat the chat icon: a speech bubble. Can send audio messages. Can receive audio messages.
Email the email icon: an envelope. Can send audio messages. Can receive audio messages.
Facebook Messenger icon of a lightning bolt inside a blue chat bubble. Can send audio messages. Can receive audio messages.
Public Facebook The Facebook logo, a letter F inside a circle. cannot send audio messages. cannot receive audio messages.
Google Play Icon of a green, blue, yellow, and red triangle. cannot send audio messages. cannot receive audio messages.
Google Maps Icon of a map marker colored in blue, red, yellow, and green. cannot send audio messages. cannot receive audio messages.
Instagram message the Instagram icon, a camera. cannot send audio messages. Can receive audio messages. (downloading unavailable)
Public Instagram the Instagram icon, a camera. cannot send audio messages. cannot receive audio messages.
LINE the Line icon: the word Line in a green speech bubble. cannot send audio messages. cannot receive audio messages.
LinkedIn the LinkedIn icon: the letters I and N in a blue box. cannot send audio messages. cannot receive audio messages.
Slack the Slack icon: blue, red, yellow, and green lines. Can send audio messages. Can receive audio messages.
SMS the SMS icon: a smartphone. cannot send audio messages. cannot receive audio messages.
WhatsApp the WhatsApp icon: a phone inside a speech bubble. Can send audio messages. Can receive audio messages.
X (formerly known as Twitter) message The X icon, a white letter X in a black box. cannot send audio messages. cannot receive audio messages.
Public X (formerly known as Twitter) The X icon, a white letter X in a black box. cannot send audio messages. cannot receive audio messages.
YouTube icon of a white TV on a red background. cannot send audio messages. cannot receive audio messages.

Different channels have different file size limitations for audio messages. CXone Mpower Agent Integrated supports the following audio file types:

  • AAC

  • AMR

  • MP3

  • MP4

  • OGG

Audio Message Controls

When you receive or record an audio message, these audio message controls appear:

Icon Details

Play/Pause

icon of a white triangle in a dark blue circle. icon of two white parallel vertical lines in a dark blue circle.

 Start or stop listening to the audio message. When the audio message is stopped, the play button appears. When the audio message is playing, the pause button appears.

Go Back
Icon of the number ten with an arrow going around it counter clockwise.

 Jump back ten seconds in the audio message.
Go Forward
Icon of the number ten with an arrow around it going clockwise.		 Jump forward ten seconds in the audio message.
Download
icon of a cloud with an arrow pointing down.		 Download the audio message to your computer.
Remove
icon of a gray X.		 Delete the audio message. This control only appears for messages you've recorded.

Record and Send Audio Messages

  1. Make sure Agent Integrated has access to your microphone.

  2. Open an interaction on a channel that supports audio messages. Click Record icon of a microphone. in the text controls at the bottom of the response field.

  3. Record your audio message. When you've finished recording, click Stop Recording icon of a red microphone..

  4. Review your audio message using the audio message controls. You can also click and drag the dot to a specific place in the audio message. Click Remove icon of a gray X. to delete the audio message.

  5. When you're ready to send your audio message, click Send Message.

Download Audio Messages

You can download audio messages from contacts and audio messages you've sent to contacts. Contacts can also download audio messages. To download an audio message, click Download icon of a cloud with an arrow pointing down. next to it. The audio message downloads as an MP3 file with a name that follows this format: audio-MM_DD_YYYY - HH_MM_SS AM/PM.mp3.