---
schema_version: "1"
id: 628c66ced552b7b6c1a57678bf7b9f60a9eb0f0a35af613049e671a4ce47b3f3
title: Troubleshoot WhatsApp Voice Messages
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_whatsapp_voice_troubleshoot.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_voice_troubleshoot.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 09929b6fc67e4a6915a4bd90c86c0482965bf68124062723c81b06d68a712346
description: If voice messages don't work as expected in WhatsApp, review these common issues and their resolutions.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Troubleshoot WhatsApp Voice Messages

If voice messages don't work as expected in WhatsApp, review these common issues and their resolutions.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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        <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_troubleshoot__d1063e1627"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_whatsapp_voice_troubleshoot__d1063e1627" 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 ">
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      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73754e95">Issue</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73754e98">Possible Cause</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d73754e101">Resolution</th>
        </tr>
      </thead>
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          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">WhatsApp users receive text replies instead of voice replies.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Voice replies aren't turned on for the Messaging connection.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that Adaptive Response Formats is turned on. If you've removed the
            <code>messaging_audio</code> response format, the agent continues to process
            voice messages but replies with text.
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">Voice messages aren't processed.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">The audio format, size, or duration isn't supported.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that the voice message uses a supported audio format and doesn't exceed
            the supported size or duration limits.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">The agent can't understand a voice message.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">The audio couldn't be transcribed.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that the audio is clear, contains minimal background noise, and meets
            the supported format and size requirements. If transcription fails, ask the
            WhatsApp user to resend the voice message or type the request.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">Voice replies take longer than expected.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Voice replies require speech transcription and speech synthesis.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Typical response times are 12-17 seconds. Longer responses can take 20 seconds
            or more. Keep agent responses concise to reduce response time.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">Voice messages don't work for a messaging channel.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Voice messages are supported only on WhatsApp.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Verify that you're using a WhatsApp messaging channel. Other messaging
            channels don't support voice messages.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 "><code>messaging_audio</code> isn't listed in the
            <code>response_formats</code> for the Messaging connection.
          </td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">The <code>messaging_audio</code> response format isn't included in an
            existing Messaging connection.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">
            <p>Manually add the following <code>messaging_audio</code> block to the
              <code>response_formats</code> section of the Messaging connection in Agent
              Script.
            </p>
            <pre class="line-numbers slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium slds-scrollable_x"><code>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"</code></pre>
          </td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">The agent detects the wrong language for a voice message.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Very short voice messages, such as "Hi" or "Hola," might not contain enough
            speech for accurate locale detection.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Ask the WhatsApp user to send a longer voice message to improve locale
            detection accuracy.</td>

        </tr>
        <tr class="">
          <td data-label="Issue" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e95 ">The voice profile previewed in Agentforce Builder for an outbound voice
            message differs from the voice profile used once the AI agent is deployed to
            WhatsApp.</td>

          <td data-label="Possible Cause" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e98 ">Agentforce Builder preview and the deployed WhatsApp channel don't always use
            the same voice profile, including accent, pronunciation, gender, and age.</td>

          <td data-label="Resolution" class="slds-cell-wrap" style="vertical-align:top;" headers="d73754e101 ">Test the voice profile in the deployed WhatsApp channel instead of relying on
            the Agentforce Builder preview.</td>

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