Give customers a voice path and keep the transcript with the case

Some customers can explain a problem faster by voice. Let them start the microphone deliberately, show the current mode and give a text fallback when permission or the browser blocks the microphone.

The widget should make it clear when a person is available and what happens after the voice session ends. A support team needs a conversation it can own, not an audio control disconnected from the queue.

When a recording and transcript are available, check speaker labels, timestamps and gaps before using the result in a summary. A failed transcription should remain an explicit unavailable state rather than an invented sentence.

Keep the original conversation and human follow-up available for a caller who needs an account, billing or safety decision.

A transcript is useful when it points to the request, promise or unresolved detail that needs action. Assign the conversation and keep the original audio or unavailable state visible to the reviewer.

Use a text reply or human callback when the caller needs a sensitive account, payment or security decision.