Receiving and sending audio comments in email and messaging tickets

<p id="docs-hc-snippet" style="display: none;">
Agents can send and receive audio comments in email and messaging tickets.
</p>
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<p class="p" dir="ltr">
Agents can send and receive audio comments in email and messaging tickets.
</p>
<p class="p" dir="ltr">
An audio player embedded in the Agent Workspace allows agents to listen
to
customer-submitted audio comments, and an embedded audio recorder allows
them to record,
review, and send audio comments directly from the composer.
</p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="audio_playback_messaging__ul_m2x_wp5_dkc">
<li class="li">
<a class="xref" href="#topic_umh_rp5_dkc">Receiving and playing back audio comments</a>
</li>
<li class="li">
<a class="xref" href="#topic_q5m_rp5_dkc">Recording, reviewing, and sending audio comments</a>
</li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="audio_playback_messaging__ul_j4t_mdv_dkc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11097611540122" target="_blank">Allowing agents to send audio
messages</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_umh_rp5_dkc">
<h2 class="title topictitle2" id="ariaid-title2">Receiving and playing back audio comments</h2>
<div class="body">
<p class="p" dir="ltr">
When an end user sends an audio comment through an email or messaging
channel, agents can listen to those responses using the audio player
in the the
Agent Workspace conversation log.
</p>
<p class="p" dir="ltr">
The audio comment is added to the conversation log as a regular comment
with an audio player. After the audio response loads, agents can
play it back using
the audio player, or download the audio file to listen to outside
of the Agent
Workspace.
</p>
<p class="p">
<img class="image" id="topic_umh_rp5_dkc__image_v3w_dzg_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/audio_comment_WA.png" width="500">
</p>
<div class="p">
<div class="div">
<p class="p" dir="ltr">
<strong class="ph b">To play back an audio comment in the Agent Workspace</strong>
</p>
<ol class="ol" id="topic_umh_rp5_dkc__ol_r41_fzg_1jc">
<li class="li" dir="ltr">
In the audio player, click the <strong class="ph b">Play</strong>
button (<img class="image" id="topic_umh_rp5_dkc__image_bhf_hzg_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AW_audio_playback-play.png" width="15">),
and click <strong class="ph b">Pause</strong> as
needed.
</li>
<li class="li" dir="ltr">
Click the <strong class="ph b">Playback speed</strong>
(
<img class="image" id="topic_umh_rp5_dkc__image_pmr_3zg_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AW_audio_playback-speed.png" width="15">by
default) to select a new speed
for the audio playback.
</li>
</ol>
<p class="p" dir="ltr">
<strong class="ph b">To download an audio response from the Agent Workspace </strong>
</p>
<ul class="ul" id="topic_umh_rp5_dkc__ul_azp_fzg_1jc">
<li class="li">
Click <strong class="ph b">Download</strong> (<img class="image" id="topic_umh_rp5_dkc__image_cvk_lzg_1jc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AW_audio_playback-download.png" width="15">)
and select where you want to
save the audio file.
</li>
</ul>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_q5m_rp5_dkc">
<h2 class="title topictitle2" id="ariaid-title3">Recording, reviewing, and sending audio comments</h2>
<div class="body">
<p class="p" dir="ltr">
If
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11097611540122" target="_blank">allowed by admins</a>,
agents can record,
review, and add audio comments to their email or messaging tickets
using the audio
recorder embedded in the the ticket composer.
</p>
<p class="p" dir="ltr">Consider the following when sending audio comments:</p>
<ul class="ul" id="topic_q5m_rp5_dkc__ul_wzl_zp5_dkc">
<li class="li" dir="ltr">
In email tickets, Web Widget conversations, and most social
messaging channels, customers receive audio comments as file
links.
</li>
<li class="li" dir="ltr">
In WhatsApp and Facebook Messenger, customers can play audio
comments in the channel interface.
</li>
<li class="li" dir="ltr">
Audio comments can be up to five minutes long.
</li>
<li class="li" dir="ltr">
Audio comments must be completed in one take. You can’t pause
a
recording.
</li>
</ul>
<p class="p" dir="ltr">
<strong class="ph b">To record, review, and send an audio comment</strong>
</p>
<ol class="ol" id="topic_q5m_rp5_dkc__ol_xsb_dq5_dkc">
<li class="li" dir="ltr">
In the the ticket composer, click the
<strong class="ph b">voice recording</strong> icon
(<img class="image" id="topic_q5m_rp5_dkc__image_xk2_fq5_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AW_record_icon.png" width="12">)
to begin recording. If prompted, allow
your browser to use your microphone.
</li>
<li class="li" dir="ltr">
Record your comment. Audio comments can be up to five minutes
long.
</li>
<li class="li" dir="ltr">
Click the
<strong class="ph b">voice recording</strong> icon
(<img class="image" id="topic_q5m_rp5_dkc__image_xk2_fq5_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AW_record_icon.png" width="12">)
again when you finish recording.
</li>
<li class="li" dir="ltr">
(Optional) Review the audio comment by clicking
<strong class="ph b">Play</strong>(<img class="image" id="topic_q5m_rp5_dkc__image_exz_hq5_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/AW_audio_playback-play.png" width="15">).
</li>
<li class="li" dir="ltr">
To record a new comment, click <strong class="ph b">Delete</strong>
(<img class="image" id="topic_q5m_rp5_dkc__image_lr4_jq5_dkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_trashcan.png" width="15">)
then repeat steps 1-3.
</li>
<li class="li" dir="ltr">
Click <strong class="ph b">Send</strong>.
</li>
</ol>
</div>
</div>
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