Skip to main content
The shortest tab of the four, and it decides something customers notice immediately. Agent replies tab, with the audio and text branches

​
When the customer sends a voice note

  • Reply with a voice note — the agent synthesizes its answer and sends it as audio, matching how it was spoken to. The voice is the one you set under Identity in the agent’s configuration.
  • Always reply in writing — even if they send audio, the answer comes back as text.
When the customer writes, the agent writes. That half isn’t configurable, and it’s why the diagram only branches on the audio side.