---
schema_version: "1"
id: 48178d1a68fca74a9e96b6ca91eee4a6f950bfad99505f0130d356057fcfdfa0
title: Set Up Voice Replies for WhatsApp
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_whatsapp_voice_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_voice_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 86277757cde3cf24b0af5b5ca117faf48dbc68e11124191a83cc905832f2084f
description: Agentforce turns on voice message replies by default when your agent has a Messaging connection with Adaptive Response Formats turned on. Use this task to verify that setup or turn voice message replies off.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Voice Replies for WhatsApp

Agentforce turns on voice message replies by default when your agent has a Messaging connection with Adaptive Response Formats turned on. Use this task to verify that setup or turn voice message replies off.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="messaging_whatsapp_voice_setup__d364e1627"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_voice_setup__d364e1627" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp channels</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
              Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business,
              Enhanced LINE, and Bring Your Own Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d23654e95">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">To set up WhatsApp channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">Configure Messaging AND View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">To create WhatsApp channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d23654e95 ">
              <p>System Administrator AND Configure Messaging</p>
              <p style="margin-bottom:0;">OR</p>
              <p style="margin-bottom:0;">Configure Messaging AND
                Customize Application AND Manage Auth. Providers AND View Setup and Configuration
                AND Modify All Data</p>
            </td>

          </tr>
        </tbody>
      </table>

Confirm these requirements:

- [Set up a WhatsApp messaging channel](https://help.salesforce.com/s/articleView?id=service.messaging_set_up_whatsapp.htm&type=5&language=en_US).
- Connect your WhatsApp Business account.
- Confirm that Messaging and Digital Engagement are turned on.
- Map `MessagingSession.id` to the context variable name `RoutableId`.
- [Create your agent in Agentforce Builder](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&language=en_US&type=5). Agents created in the legacy builder aren't supported.
- Confirm that your agent uses the Atlas reasoning engine. Agents created in Agentforce Builder use Atlas by default.
- Test that your agent responds to text messages on WhatsApp. Voice messages require a working text conversation first.

Configure the agent's Messaging connection to control voice message replies.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note There's no separate org permission required.

1. From the App Launcher, enter Agent, and select **Agentforce Studio**, and then click **Agents**.
2. Select the agent you want to configure.
3. In the Explorer panel, expand **Connections**.
4. Check whether a Messaging connection is listed under Connections. If a Messaging connection isn't listed, click **\+ Add Connections**.
5. Select **Messaging** as the connection type.
    
    ![Select Messaging as the connection type](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_select_messaging.png)
6. Click **Add to Agent**.
7. Turn on **Adaptive Response Formats**.
8. Switch to Script view and find the `connection_messaging` block. Confirm that `messaging_audio` is included in both the `response_actions` and `response_formats` lists.
    
    New Messaging connections include `messaging_audio` by default. If your connection was created before voice message support was available, it might be missing. If so, add `messaging_audio` to both `response_actions` and `response_formats`.
    
    ```
    response_actions:
        messaging_audio: @response_formats.messaging_audio
    response_formats:
        messaging_audio:
            label: "Audio Response"
            description: "A response action that replies to the user with an audio note (voice
            message). Use this to send the response as spoken audio when the user communicated
            with an audio note."
            target: "system://MessagingAudio"
    ```
    
    After you paste the code in Agent Script, the `connection_messaging` block looks like this. ![The connection\_messaging block in Script view with messaging\_audio included in response\_actions and response\_formats](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_whatsapp_enable_messaging_audio.png)
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)
    
    Tip To turn voice message replies off instead, remove `messaging_audio` from both `response_actions` and `response_formats`. Your agent still transcribes and processes incoming voice messages but replies with text.

After `messaging_audio` is included in both `response_actions` and `response_formats`, your agent automatically replies with a voice message when a WhatsApp user sends a voice message.