This App requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.

Zaplay

Give voice to support with intelligence.

Zaplay integrates WhatsApp Business with Zendesk to record, play, and transcribe voice messages with AI. It also creates conversation summaries, enables internal notes, and provides reports to boost productivity, speed, and quality.

Key features

• Record and play audio in the agent console

• Automatic (AI) or manual transcription of received and sent audio

• AI conversation summaries for quick understanding
• Internal notes with transcribed context, integrated with Zendesk

- Detailed usage reports for monitoring and management

Available versions

Built to fit your operation size:

Lite

• ✔ Agent recording

• ✔ Customer playback### Starter

• ✔ Everything in Lite
• ✔ Manual transcription### Professional
• ✔ Everything in Starter
• ✔ Automatic AI transcription
• ✔ Conversation summaries
• ✔ Sentiment analysis (AI)
• ✔ Usage reports
• ✔ Internal notes with context### Enterprise
• ✔ Everything in Professional

- ✔ Custom minutes and transcription plan for large operations

Plans and pricing

• Lite: 30 USD or R$ 249/month — up to 60,000 credits
• Starter: 50 USD or R$ 399/month — up to 200,000 credits
• Professional: 75 USD or R$ 599/month — up to 400,000 credits
• Enterprise: Contact us — above 400,000 credits> Consumption model: 1 credit per second of actual usage.---## Credit consumption by feature
• Recording: 1 credit/second while recording
• Incoming audio: 1 credit/second for the processed audio length
• Transcription (auto/manual): 1 credit/second during processing

- AI summary: 1 credit/second for the summarized period

Privacy

Data we process

• Voice messages and their transcripts

• Basic metadata (timestamps, agent ID)

• Billing/support contact data you provide (e.g., email)### Where data resides

• Transcripts are stored in our cloud so they can be sent/retrieved via Zaplay

• Tickets and context remain in your Zendesk

• Zaplay does not expose message content outside Zendesk
• Zaplay does not store WhatsApp, Sunshine, or Zendesk credentials### Sharing
• We do not sell data
• We do not share data for advertising
• Service providers (e.g., hosting) act only under our instructions and cannot use the data for their own purposes### Retention
• After a subscription ends, we retain data for 90 days (or as required by local law) and then delete it or make it irreversibly anonymous. You can request deletion earlier.### Security
• Encryption in transit (TLS) and least-privilege access controls### Data rights and deletion

• Email support@cleverdevelopment.io to exercise access, deletion, or other rights### More informationClick here to read our full privacy policy