Voice Chat in the Web Chat

Voice Chat lets customers talk to your AI Agent directly in the web chat instead of typing. It turns the chat into a real-time, spoken conversation with a Phone Agent process, using the same speech-to-speech technology as the phone channel.

How it works

1. In the chat footer, a voice mode button (waveform icon) appears as soon as a voice agent is configured for the agent.
2. When the customer clicks it, the chat switches to the voice view. The agent speaks back in real time and listens to the customer's answers, exactly like a phone call.
3. An animation visualizes the conversation, and a timer shows the elapsed time.
4. The customer ends the session with the back button. Sessions can also end automatically when the AI hangs up or a time limit is reached.

The voice view requires microphone access in the browser. The customer can return to the normal chat at any time.

Configuration

1. Make sure a Phone Agent process exists in your workspace. Its prompt, knowledge base, voice model and tools determine how the voice chat behaves.
2. Open the agent in the editor and go to the Branding tab.
3. Click on the footer (input area) and select the Phone Agent process under Choose voice agent.

The voice mode button appears in the chat footer whenever the footer is shown and the customer has not typed anything yet.

Why use it

Voice Chat is useful when a spoken conversation is faster or more comfortable than typing, for example for complex requests, long questions, or customers on mobile devices. It brings the natural conversation quality of the phone channel to the web chat, without a phone number or telephony setup.

Analytics

Voice chat sessions are tracked in Analytics under the Voice in Chat rubric: sessions started, ended by the user, ended by the AI, voice chat minutes, and sessions ended by a timeout. Phone calls remain listed separately under the Phone rubric.