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After this guide, you know which of the widget’s two voice features to keep on and what an end user’s browser needs for each. Both are on by default: voice mode (voiceModeEnabled) opens a live two-way conversation, and the microphone (microphoneEnabled) records a voice message that is sent like an attachment. For phone calls, see Voice calls; for how voices are defined and versioned, see Voice. Before you begin
  • The widget working per the quickstart, served over HTTPS. Browsers grant microphone access only on secure origins and localhost.
  • For voice mode, a voice on the agent: the first voice defined on it answers (see Voice). Without one, the live WebRTC session is refused and the widget falls back to its WebSocket connection.
1

Decide which voice features to show

Both buttons sit in the message box: a waveform starts voice mode and a microphone records a voice message. Both options default to true, so an agent with no voice still shows both buttons; set voiceModeEnabled: false to hide the waveform until a voice is defined. The admin dashboard’s Chat widget settings carry the same toggle, and an inline option overrides it.
2

Know what happens in voice mode

Clicking the waveform asks for microphone permission, then connects a live voice session over WebRTC; when that connection can’t be made, the widget falls back to streaming audio over a WebSocket. The window shows Connecting…, Listening…, and Speaking…, plays the agent’s replies aloud, and shows a transcript of both sides. The end user ends the voice session from the toolbar that replaces the message box.
3

Know what happens with a voice message

Clicking the microphone records with the browser’s MediaRecorder. On send, the recording uploads as audio/webm, reaches the agent as an audio message together with any typed text, and the agent answers in text as usual.
4

Verify

Over HTTPS, open the widget and click the waveform. The browser asks for the microphone once, and the window shows Connecting…, then Listening…. Say something: your words appear as a transcript and the agent answers out loud.

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Options you may need

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Hide voice on insecure pages

A page served over plain HTTP can’t get microphone access, so hide both buttons there.

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If it isn’t working

Microphone permission was denied or the connection failed. The end user can allow the microphone in the browser’s site settings and try again; text chat keeps working meanwhile.
The page is not a secure context, or the browser remembered an earlier denial. Serve the page over HTTPS and check the site’s permission settings.

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Next steps

Voice

Voice definitions, the default voice, and voice sessions.

Widget configuration

voiceModeEnabled, microphoneEnabled, and the rest.