Voice changes the input, not the knowledge
When voice is enabled, a visitor's spoken request is converted to text and evaluated against the same configured website or store knowledge used for typed chat.
Use voice for hands-free or mobile questions
Voice can reduce typing friction for product, delivery, return, policy, compatibility, and navigation questions. It does not guarantee recognition quality for every language, accent, device, or environment.
Use live operator chat for human judgment
A human operator is appropriate for complaints, private account work, custom exceptions, missing product information, or any decision that requires merchant judgment.
Do not treat notification as automatic takeover
Telegram notifications can provide an operator with conversation context. The operator still decides manually whether to intervene, what to say, and when control should return to the assistant.
Choose the mix for the merchant workflow
Some installations may use text only, some may enable voice, and some may connect an operator workflow. The correct setup depends on the store's visitors, data, team, and exception policy.
Test both paths before launch
Test representative voice questions, typed questions, explicit requests for a person, unclear requests, and situations where the configured source does not contain the answer.
