Adaptive AI Knowledge Base
Conversations & Customer Communication
Live Chat Widgets now make it easier for website visitors to share context without typing long messages. Visitors can send files, images, PDFs, audio files, and voice notes directly from the widget, including attachment-only messages. Your team can review these messages in Conversations, and Conversation AI can respond to supported images and voice notes when enabled.
What are Voice Notes and Attachments in Live Chat Widgets?
Voice notes and attachments let website visitors send more than plain text through Adaptive AI’s Live Chat Widget. Visitors can upload supported files, send audio attachments, or record voice notes directly inside the widget. These messages appear in Conversations, where agents can review, preview, play, download, or respond based on the file type.
Live Chat routes website messages directly into Conversations, keeping visitor messages, uploaded files, and voice notes in the same inbox your team already uses to manage live conversations.
Key Benefits of Voice Notes and Attachments in Live Chat Widgets
- Visitors can upload files, send audio, or record voice notes instead of typing long explanations.
- Screenshots, PDFs, images, and voice notes help agents understand the issue before replying.
- Visitors can send files or audio without being required to add text.
- Visitors can review a recorded voice note before submitting it.
- Audio messages render as playable audio cards with controls for play, pause, seeking, mute, restart, and playback speed.
- Conversation AI can process supported images and voice notes when the correct AI response settings are enabled.
- Sub-account users can choose whether the attachment and microphone icons appear in the Live Chat Widget.
Supported Message Types, File Types, and Limits
Supported file rules help protect the visitor experience and prevent unsupported or oversized files from being sent through the widget. Use the formats below to make sure visitors can share files successfully and agents can open them in Conversations.
Supported visitor actions
Visitors can:
Supported image and document file types
JPG and PNG files can show inline previews, while HEIC and PDF files may appear as downloadable filenames instead of inline previews.
Supported audio behavior
Voice notes and audio attachments display as playable audio cards in the widget and Conversations. The inline player includes:
- Play/Pause
- Waveform
- Seek controls
- Mute/Unmute
- 1×, 1.5×, and 2× playback speed
- Restart audio
Conversation AI Audio Response supports voice notes and audio file inputs. Existing Conversation AI audio documentation lists supported uploaded audio formats such as OGG, MP3, MP4 audio-only, AAC, M4A, and MPEG.
File limits
Uploading Files and Voice Notes From the Visitor Side
The visitor-side upload flow is designed to be simple on desktop and mobile. Visitors can use the attachment icon to upload files, drag files into the widget on desktop, or use the microphone icon to record a voice note.
Uploading files from website
Visitors can send attachment-only messages, so a typed message is no longer required when sending supported files or audio.
Recording and sending a voice note
If microphone permission is denied, the widget shows an actionable toast message so visitors know how to fix the issue.
How To Setup Voice Notes and Attachments in Live Chat Widgets
Proper setup ensures visitors can send the right message types and your team can review them in Conversations. Since Live Chat must be installed and embedded on your website before messages can route into Conversations, start by confirming the widget is active, configured correctly, and available to visitors.
Reviewing Attachments and Voice Notes in Conversations
Conversations gives agents a centralized place to review visitor messages, files, and voice notes. Since Live Chat messages route into Conversations, agents can manage visitor context without switching tools.
Agents can review inbound files and voice notes from the conversation thread:
Using Conversation AI With Images and Voice Notes
Conversation AI can respond to richer visitor messages when image and voice note response settings are enabled for the AI Agent. Based on your workflow, you can allow the bot to respond to images, voice notes, or both. This helps the bot use visual or audio context from the visitor’s message instead of relying only on typed text.
To enable Conversation AI responses for images, voice notes, or both:
When Images is enabled, Conversation AI can analyze supported customer-shared images and reply with context-aware messages. Supported image types currently include JPG, JPEG, and PNG. HEIC files may be uploaded as Live Chat attachments, but HEIC support for AI image response may be limited.
When Voice Notes is enabled, Conversation AI can process supported audio by transcribing the voice note, passing the transcript to the bot, and generating a context-aware reply. If Conversation AI voice note handling is enabled, the bot can process and reply to voice notes automatically. If it is disabled, the configured fallback messaging is shown.
Troubleshooting Voice Notes and Attachments
Troubleshooting upload and recording issues helps visitors complete the conversation without abandoning the chat. Most issues are caused by unsupported file types, large files, duplicate attachments, browser permissions, or slow network connections.
Frequently Asked Questions
Q: Can visitors send attachments without typing a message? Yes. Visitors can send attachment-only messages from the Live Chat Widget.
Q: Can visitors record voice notes inside the Live Chat Widget? Yes. When Allow sending voice notes is enabled, visitors can record, preview, and send voice notes directly from the widget.
Q: Can I turn off file uploads but keep voice notes enabled? Yes. The attachment and voice note options are controlled separately, so you can enable or disable each one based on the experience you want visitors to have.
Q: Can visitors send PDFs? Yes. PDFs are supported as Live Chat attachments, but they may appear as downloadable filenames instead of inline previews.
Q: Can Conversation AI read PDFs sent through Live Chat? No. Conversation AI image response is for supported image formats. PDFs are not currently supported for AI image response.
Q: Can Conversation AI respond to voice notes? Yes, when voice note response is enabled for the bot. Adaptive AI transcribes the audio and passes the transcript to the bot so it can respond.
Q: Will the bot reply with an audio message? No. Conversation AI typically replies using standard channel messages, usually text, for compatibility.
Q: Why do HEIC files not preview inline? HEIC files may be uploaded as Live Chat attachments, but they may not preview inline depending on browser support. Download the file and open it locally if preview is unavailable.