If you already read WhatsApp Business voice messages as text, you know the relief. You also know the next bottleneck: too much text. Twenty long transcripts in the queue aren't much better than twenty long recordings.

This guide is about the three features that come after transcription — and that, in support work, often matter more than it.

1. Summary: the order in three lines

The customer sends four minutes: a greeting, the context, a change of mind halfway through, a correction, and finally what they actually want. The transcript gives you all of it — faithful and long.

The summary gives you what matters: what was asked, what changed, what's pending. In practice that means:

  • Triage. Reading 20 summaries takes as long as reading 2 full transcripts. You decide where to go first;
  • Handover. Whoever takes the next shift reads the summary in seconds instead of replaying the conversation;
  • Record. A summary pasted into the order or CRM becomes readable history — the full transcript stays available if someone needs the detail.

An honest caveat: a summary is a summary. For order numbers, amounts, addresses and deadlines, read the transcript — or confirm in writing with the customer. Never close an order on the summary alone.

2. Translation: the foreign customer stops being a problem

Selling abroad, tourists, foreign suppliers, a customer who speaks Spanish — the message arrives in a language the team doesn't handle, and a reply that would take 5 minutes waits all day for "whoever speaks English".

With automatic translation the audio becomes text in the language you read. The gain isn't linguistic, it's response time: you stop depending on someone else's calendar to answer.

Same care as always: for technical terms, product names and amounts, check the original text before confirming anything.

3. Sentiment analysis: the queue in the right order

Support isn't FIFO. A customer who is upset at 9am and hears nothing until 2pm becomes a public complaint. A relaxed one can wait.

Sentiment analysis flags the tone the message arrived with — positive, neutral or negative. It's for ordering the queue, not for labelling people.

How to use it without breaking support: treat the result as a hint, not a truth. Irony, accent and poor audio confuse any analysis. And tone should never be shown to the customer or turned into an agent performance metric — that goes wrong fast.

The full flow, in order

  1. A voice message arrives in WhatsApp Business Web;
  2. Transcript appears next to it, in seconds;
  3. Summary on the long ones — you decide whether to read everything;
  4. Translation when the language isn't yours;
  5. Tone decides who you answer first;
  6. Search finds later what was said ("who mentioned a return this week?").

One detail changes the accuracy of all of it: the Pro custom glossary. Add your product names, codes and acronyms once — transcription starts getting them right, and summaries and translations inherit that.

Privacy, because this is customer data

  • Audio is processed and discarded — not stored by the service, not used to train models;
  • Recent transcripts stay in your browser and expire after 7 days;
  • If you want full control, use your own API key (BYOK): audio goes from your browser straight to the provider you pay for;
  • Your company remains the data controller. Details in the privacy policy.

Pricing

Summaries, translation, sentiment, search and glossary are part of Pro: R$ 29.90 /month (or R$ 199.90 /year — pricing is in Brazilian reais). The Free plan has 10 transcriptions a day, no credit card, so you can test the flow first. Each additional computer is R$ 9.90 /month, useful when more than one person handles support.

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Try it on today's queue: 10 transcriptions a day, no credit card.

FAQ

Can I close an order from the summary?

Not on its own. Use the summary for triage and the full text for the data that matters — number, amount, address, deadline. When in doubt, confirm in writing.

Does sentiment analysis get it wrong?

It does, especially with irony, strong accents and noisy audio. That's why it orders the queue but doesn't decide the response.

Does it work on a Business account or only a personal one?

The same on both, because it works on WhatsApp Web in the browser — it doesn't depend on the account type.

Can more than one person use it?

Yes. Each computer needs a licence; the additional computer add-on is R$ 9.90/month per machine.