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Customer Agent now understands WhatsApp voice notes, and it makes seats and credits click

October 16, 2026

2:37

If a customer records a long voice note and the reply is a request to type it instead, that is a bad experience, and it is the one this update fixes.

Per the update, Customer Agent now transcribes WhatsApp voice notes and answers them the way it would a typed message. Casey Hawkins said it for every customer who has been there: "That would be so frustrating."

It sits right after the seats and credits update on purpose. If the seats-to-credits idea is hard to picture, think of Customer Agent as a seat on the team. It is the thing that would actually use the credits. And I'll say again what I don't want you to do: "Have empty seats. Not know what you're going to do with the credits and then turn them into credits and then not use the credits either."

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