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Conversations AI Bots can now Respond to Audio

Learn how to enable Conversation AI Audio Response in GHL Customer Care. Automatically transcribe voice notes, process audio messages, and generate intelligent AI replies across WhatsApp, Instagram, Facebook Messenger, and SMS.

4 min read879 words4 explained imagesUpdated Wed, 10 Jun at 9:24 AM
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  1. What is Audio Response in Conversations AI?
  2. Key Benefits of Audio Response
  3. Supported Audio Types
  4. Channel Compatibility
  5. How To Set Up Audio Response
  6. Behavior & Limitations
  7. Frequently Asked Questions
  8. Related Articles

Give customers the option to speak instead of type. GHL Customer Care’s Conversations AI understands voice notes and audio files across WhatsApp, Facebook Messenger, Instagram, and SMS/MMS. The bot transcribes speech to text and replies intelligently using your existing training and settings, keeping conversations fast and natural. This article covers supported audio types, channel compatibility, setup, and troubleshooting.

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TABLE OF CONTENTS

What is Audio Response in Conversations AI?

Audio Response lets your GHL Customer Care Conversations AI bot “hear” customers. When a contact sends a voice note or audio file, GHL Customer Care transcribes the audio to text, passes it to your bot, and returns an intelligent, context-aware reply so customers can speak naturally without typing.

Conversations AI now supports inbound audio across popular messaging channels. Transcription happens behind the scenes, and the bot follows your existing bot settings (training, prompts, response mode, and timing) for consistent results.

What Audio Response Can Do

With Audio Response enabled, your Conversation AI can:

  • Receive voice notes and audio attachments
  • Automatically transcribe speech into text
  • Process audio content using your existing AI training
  • Generate intelligent, context-aware responses
  • Handle multiple audio files within a single interaction
  • Work across supported messaging channels

Prerequisites

Before using Audio Response, ensure:

  • Conversation AI is enabled for your Sub-Account
  • At least one AI Agent is configured
  • Supported messaging channels are connected
  • The AI Agent is assigned to the desired communication channels

Key Benefits of Audio Response

These advantages focus on customer experience and operator efficiency, tying audio inputs directly into how your bot already works.

  • Natural conversations: Contacts can speak naturally instead of typing long messages.

  • Faster Customer Responses: Audio messages are automatically converted into text and processed immediately.

  • Multi-audio intake: Customers can send one or multiple audio files; your bot processes them as a single interaction.

  • Omnichannel reach: Works with WhatsApp, Facebook Messenger, Instagram, and SMS/MMS for one consistent workflow.

  • Consistent governance: Audio replies respect your Wait Time and message-limit settings, just like text.

Supported Audio Types

Acceptable formats determine which files the bot can transcribe reliably.

CategorySupported itemsNotes
Voice notes (platform-native)WhatsApp Voice Notes, Facebook Voice Notes, Instagram Voice NotesRecorded using each app’s mic button; delivered to GHL Customer Care as audio objects the bot can transcribe.
File formats (uploads/attachments)OGG, MP3, MP4 (audio-only), AAC, M4A, MPEGEnsure the file is audio-only. Video MP4s aren’t supported as audio inputs.
Multi-audio in one interactionSupported (multiple files)Multiple audio files sent close together are handled in a single interaction. 

Channel Compatibility

Audio Response plugs into channels where Conversations AI already operates. Ensure each channel is properly connected in GHL Customer Care before expecting audio replies.

  • Facebook Messenger

  • Instagram Direct Messages

  • WhatsApp

  • SMS (MMS)

How To Set Up Audio Response

Proper setup ensures audio messages are transcribed and handled by the right bot on the right channels.

  1. From your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings.

    Step 1 of 3: From your Sub-Account, go to AI Agents → Conversation AI → Agent List… What this shows Step 1 of 3: From your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure… What this shows Shows what to choose for step 1 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". This screenshot accompanies step 1 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". At this point in the walkthrough you from your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings. The next step is to enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes. Step 1 of 3Image 1 of 4 What to chooseFrom your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings.
    Buttons and menus referenced Enable Audio ResponsesTest on a Connected Channel
    Next stepEnable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes
    All 3 steps in this procedure
    1. From your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings. this image
    2. Enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes
    3. T est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image.

  2. Enable Audio Responses
    Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes

    Step 2 of 3: Enable Audio Responses Toggle “Also allow this bot to respond to… What this shows Step 2 of 3: Enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes What this shows Shows what to choose for step 2 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". This screenshot accompanies step 2 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". At this point in the walkthrough you enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes. The next step is to t est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. Step 2 of 3Image 2 of 4 What to chooseEnable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes
    Buttons and menus referenced Enable Audio ResponsesTest on a Connected Channel
    Next stepT est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image.
    All 3 steps in this procedure
    1. From your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings.
    2. Enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes this image
    3. T est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image.

  3. Test on a Connected Channel
    Send a Voice note from WhatsApp or a social channel to confirm the reply references the image.

    Step 3 of 3: T est on a Connected Channel Send a Voice note from WhatsApp or a… What this shows Step 3 of 3: T est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. What this shows Shows how to confirm for step 3 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". This screenshot accompanies step 3 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". At this point in the walkthrough you t est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. Step 3 of 3Image 3 of 4 How to confirmT est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image.
    Buttons and menus referenced Test on a Connected ChannelEnable Audio Responses
    All 3 steps in this procedure
    1. From your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings.
    2. Enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes
    3. T est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. this image
    Step 3 of 3: T est on a Connected Channel Send a Voice note from WhatsApp or a… What this shows Step 3 of 3: T est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. What this shows Shows how to confirm for step 3 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". This screenshot accompanies step 3 of 3 in the "How To Set Up Audio Response" section of "Conversations AI Bots can now Respond to Audio". At this point in the walkthrough you t est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. Step 3 of 3Image 4 of 4 How to confirmT est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image.
    Buttons and menus referenced Test on a Connected ChannelEnable Audio Responses
    All 3 steps in this procedure
    1. From your Sub-Account, go to AI Agents → Conversation AI → Agent List, then click the three dots (⋮) next to the bot you want to configure and select Edit to open the bot’s settings.
    2. Enable Audio Responses Toggle “Also allow this bot to respond to: Voice Notes.” and Save Your Changes
    3. T est on a Connected Channel Send a Voice note from WhatsApp or a social channel to confirm the reply references the image. this image

Behavior & Limitations 

Understanding timing and message handling helps you design the right experience for audio-first customers.

  • Wait Time aggregation: Your bot waits the configured Wait Time Before Responding so it can collect multiple inbound messages (including audio + text) and send one unified reply.

  • Message limit: The bot follows your Maximum Message Limit; if reached, the bot sleeps until reset per your standard flow.

  • Transcripts & transparency: You can review AI details—including prompts, sources, and response info—from the AI Response Info sidebar in Conversations.

  • Channel policies: Delivery on Meta channels must comply with policy windows (e.g., 24-hour window for Messenger/Instagram). Plan flows accordingly.

Frequently Asked Questions

Q: Does Audio Response cost extra?
Usage is billed under standard Conversations AI usage and your channel’s messaging fees (e.g., SMS/MMS, WhatsApp). Agencies can configure rebilling for Conversation AI usage. See Pricing & Rebilling and SMS/MMS costs; WhatsApp has separate pricing.

Q: Will the bot reply with audio or text?
Bots send standard channel messages for maximum compatibility. Most replies are text; design flows accordingly.

Q: Can I restrict audio handling to specific channels?
Assign only the channels you want the bot to use in Bot Settings. The bot will listen/respond only on assigned channels.

Q: How are multiple audio files handled?
Multiple audios in a short window are transcribed and handled during your Wait Time window so the bot can craft a single, context-aware reply.

Q: Where do I review what the bot “saw” and why it responded that way?
Open the AI Response Info sidebar in the conversation to review the response, prompt, and training sources.

Frequently asked questions

What is Audio Response in Conversations AI?
Audio Response lets your GHL Customer Care Conversations AI bot “hear” customers. When a contact sends a voice note or audio file, GHL Customer Care transcribes the audio to text, passes it to your bot, and returns an intelligent, context-aware reply so customers can speak naturally without typing. Conversations AI now supports inbound audio across popular messaging channels. Transcription happens behind the scenes, and the bot follows your existing bot settings (training, prompts, response mode, and timing) for consistent results. What Audio Response Can Do With Audio Response enabled, your Conversation AI can: Receive voice notes and audio attachments Automatically transcribe speech into text Process audio content using your existing AI training Generate intelligent, context-aware responses Handle multiple audio files within a single interaction Work across supported messaging channels…

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