Multimodal chat and voice messages

Chat agents can now understand richer customer input — images, links, and voice messages — with attachments stored securely for the conversation lifecycle.

New

• Multimodal chat — Agents read images and URLs shared during live chat sessions.
• Voice message support — Transcribe and respond to customer voice notes in chat.
• Chat attachments — Store and replay media shared during conversations.

Improved

• Link formatting — Better mobile-friendly link presentation in omnichannel replies.
• Recording playback — Clearer waveform presentation for voice message playback.

Where to find it

Open Chat to test multimodal conversations with your agents.