Dictation

Some customers will not type a long complaint on a phone. Dictation gives them a microphone next to the message field on your website. What they say becomes text in that field. They can still type. You then read a normal message, and the assistant answers it as text.

This is only the shop widget. It does not change how you write in the inbox. A call, where the customer hears a voice back, is Voice.

Why you might leave it off

Dictation spends more credit than the same message typed by hand, because it has to turn audio into text. Usage lists that spend as Dictation. If your customers already type, leave the switch off and you simply do not pay for it. Typed chat keeps working.

How to turn it on

In the group's Basic settings, under Voice on the website, enable Dictation. Only an admin can change it. The customer needs a microphone and a browser that can record. A very short clip, a denied microphone, or speech that cannot be recognized does not send anything.

When credit hits zero, dictation stops with the rest of the assistant.