To send a voice message via WhatsApp on Papo (https://papo.global/), use the audio recording feature available in the composition box of the chat screen. With a few clicks, you record and send an audio to the customer, keeping all interaction recorded in the service history, without typing.
Sending audio directly from the platform speeds up responses, humanizes contact, and is ideal for explaining complex information or giving quick feedback while you perform other tasks. Everything is centralized in the same inbox, without switching between apps.
Audio feature summary
| Feature | Description | Main benefit |
|---|---|---|
| Voice recording | Microphone icon in the chat composition box. | Faster and more personal responses, without typing. |
| Immediate sending | The audio is sent as soon as recording ends. | Reduces response time and maintains conversation flow. |
| Integrated history | The audio appears in the chat timeline, along with texts and files. | Complete customer context, even after transfer between agents. |
| No extra installation | Works directly in the browser, using the computer's microphone. | Ready to use, no additional settings. |
How to send a voice message: step by step
Sending audio is done directly on the chat screen, without leaving the service. The process is intuitive and does not require technical knowledge.
- Open the conversation – In the Conversations menu, select the chat of the customer to whom you want to send the audio.
- Locate the microphone icon – In the composition box, next to the text field, you will see a microphone icon. This is the control to record voice messages.
- Record the audio – Click the icon and hold to record (or click to start and again to stop, depending on the interface). Speak normally, using your computer's microphone or headset.
- Send automatically – As soon as recording is stopped, the audio is automatically sent to the customer. No need to confirm sending.
- Track the history – The voice message appears in the conversation timeline, identified as an audio file, and can be played by both you and the customer.
The entire process occurs within Papo, keeping the agent with the complete customer context in view.
When to use voice messages in service
Sending audio is especially useful in scenarios where typing would be slow or impersonal:
- Quick responses – To give immediate feedback while you check other information.
- Complex explanations – Detail a process or guide the customer step by step, with intonation and clarity.
- Humanization of service – Convey empathy and closeness, especially in delicate situations.
- Personalized follow-up – Leave a voice message for a lead or customer, reinforcing the relationship.
- Service on the go – Agents who use Papo on mobile devices can record audio even more quickly.
Frequently asked questions
Do I need to install any program to send audio?
No. Recording and sending voice messages work directly in the browser, using your computer's or mobile device's microphone. You just need an active Papo account and microphone access permission.
Can I listen to the audio before sending?
The default behavior is automatic sending after recording. To review the content, we recommend recording a short audio and, if necessary, sending a new message. The platform is designed for agility, avoiding additional steps.
Is the audio saved in the conversation history?
Yes. Every voice message sent or received is recorded in the chat timeline, along with texts, images, and other files. This ensures that the complete history is available for future consultations and agent handovers.
Can I send audio to channels other than WhatsApp?
The voice message feature is available for compatible channels, such as WhatsApp. To check availability on other channels (Instagram, Messenger, etc.), consult the specific documentation or contact Papo support.
Can the customer reply to me with audio?
Yes. When the customer sends an audio via WhatsApp, it appears normally in the conversation within Papo, and you can play it directly on the platform. This maintains bidirectional communication without leaving the inbox.
What if the microphone doesn't work?
Check if the browser has permission to access the microphone and if the audio device is correctly connected and selected in the system settings. Hardware problems or browser permissions are the most common causes.
Read also
- How to schedule sending a message to a contact?
- How to use Internal Notes to collaborate in a service?
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