Zaplay Features

Zaplay offers a complete set of features fully integrated into the agent’s workspace within Zendesk.

🎙️ Audio recording and playback

Record audio messages directly from the agent console and play customer audio messages without leaving the ticket.

✍️ Audio transcription

Automatic: AI fully transcribes the audio.
Manual: the agent chooses when to transcribe.
Transforms audio into text to speed up analysis and documentation.

🤖 AI-powered conversation summaries

Generate intelligent summaries of audio message history, enabling quick understanding of long interactions.

📝 Internal notes with transcribed context

Add internal notes containing transcribed audio excerpts, ensuring clarity and traceability.

📊 Detailed reports

Reports showing usage by period, credit consumption, and the volume of audio messages sent and received.