WhatsApp Business API, does not allow to send audio messages to users via API, so that explains why it is not implemented atm. However, there is a workaround used by many other Customer Support platforms to handle this, that I would love to get adapted by Intercom as well:
In the chat, there is next to Gif, photo, files etc. a voice message option that starts a recording in browser and allows the agent to record a voice message. This voice recording is then sent to the customer as a file, not a classic voice message. This is a workaround but totally works and allows us to adapt voice messages (which is a very common communication style with Gen-Z) to our customer communication.
Cheers
Philipp
