Send Audio Messages in CXone Agent Integrated
You can record, send, receive, and listen to audio messages on select digital channels Any channel, contact, or skill associated with Digital Experience.:
Channel | Send audio messages | Receive audio messages |
---|---|---|
Apple Apps Reviews | ||
Apple Messages for Business | ||
Chat | ||
Facebook Messenger | ||
Public Facebook | ||
Google Play | ||
Google Maps | ||
Instagram message | (downloading unavailable) | |
Public Instagram | ||
LINE | ||
Slack | ||
SMS | ||
X (formerly known as Twitter) message | ||
Public X (formerly known as Twitter) | ||
YouTube |
Different channels have different file size limitations for audio messages. CXone Agent Integrated supports the following audio file types:
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AAC
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AMR
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MP3
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MP4
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OGG
Record and Send Audio Messages
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Make sure CXone Agent Integrated has access to your microphone.
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Open an interaction on a channel that supports audio messages. Click Record in the text controls at the bottom of the response field.
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Record your message. When you've finished recording, click Stop Recording .
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Review your audio message using Play and Pause . Click Remove to delete it.
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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 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.