---
title: "Why Chatfuel Does Not Process Audio Messages"
description: "Chatfuel can listen to and respond to voice messages, but only when two conditions are met:"
canonical_url: https://chatfuel.com/docs/ai-features/why-chatfuel-does-not-process-audio-messages
markdown_url: https://chatfuel.com/docs/ai-features/why-chatfuel-does-not-process-audio-messages.md
last_updated: 2026-08-12
lang: en
site: https://chatfuel.com/docs
llms_txt: https://chatfuel.com/llms.txt
---

# Why Chatfuel Does Not Process Audio Messages

Chatfuel can listen to and respond to voice messages, but only when two conditions are met:

## The short answer [#the-short-answer]

Chatfuel can [listen to and respond to voice messages](https://chatfuel.com/docs/ai-features/how-ai-works-with-voice-messages), but only when two conditions are met:

1. **The automation for that source is turned on** — every channel source has its own [automation](https://chatfuel.com/docs/ai-features/automations), and every one except Main bot starts off. Main bot itself must also be on: it's the master switch for all AI.
2. **The AI is set to reply there** — the **Incoming messages** setting on the automation is what tells Fuely AI to respond to customer messages, including audio.

If either of these is missing, Chatfuel will receive the audio but will not process or reply to it.

## Set it up in Automations [#set-it-up-in-automations]

1. Go to **Fuely AI** → **Automations**.
2. Make sure **Main bot** is toggled on.
3. Open the automation for the source where the voice messages arrive — for example WhatsApp direct messages — and make sure it's enabled.
4. In the **Incoming messages** setting, check that the AI is set to reply to messages there.

## Or ask the AI Co-Worker [#or-ask-the-ai-co-worker]

Tell it what you want in chat:

*"My bot isn't replying to voice messages on WhatsApp — check that AI answering is on."*

It applies the change and confirms what it set.

## Why it works this way [#why-it-works-this-way]

Fuely AI uses speech recognition to transcribe audio messages and then processes them like any other text message. This requires the AI to be active and listening on that source — which is exactly what an enabled automation with **Incoming messages** turned on provides. When the automation is off, nothing is listening, so free-form audio can't be interpreted or answered.

## Still not working? [#still-not-working]

If both settings are enabled and audio is still not being processed:

* Make sure your [knowledge base is filled out](https://chatfuel.com/docs/ai-features/how-to-set-up-knowledge-base) — Fuely AI needs business context to generate responses.
* Check that the channel (WhatsApp, Instagram, etc.) is properly connected.
* Check that **When AI replies** on the automation isn't limiting answers to outside working hours — during the workday the AI would stay silent on purpose.
* Test with a short, clear voice message in the [Test chat](https://chatfuel.com/docs/ai-features/how-to-test-your-automation) to rule out audio quality issues.