Using WhatsApp Calling in Your CRM

What is WhatsApp Calling?

WhatsApp Calling allows your team to make and receive voice calls directly within your CRM's WhatsApp conversation interface. This feature integrates voice communication into your existing messaging workflow, so you can escalate a chat to a call instantly without switching to an external phone or app. All call details are logged within the same conversation thread, keeping the customer's history complete and organized.

Key Features and Benefits

WhatsApp Calling is designed to streamline customer communication. Key capabilities include:

• Make and receive WhatsApp voice calls directly from your CRM on both web and mobile.
• Configure business hours to control when your business can receive calls.
• Set user permissions to manage which team members can make or receive calls.
• Apply custom call dispositions (e.g., "Resolved," "Needs Follow-up") after each conversation.
• Route incoming calls to the contact's assigned user or specific team members.
• Trigger automations based on call outcomes.
• View all WhatsApp call activity alongside other call reporting in your CRM.

The primary benefit is faster resolution. A quick voice call can often solve complex issues more efficiently than a lengthy text exchange, while keeping all communication in one centralized place for better context and reporting.

Prerequisites for Enabling WhatsApp Calling

Before you can use this feature, your account must meet specific requirements set by the platform and Meta (WhatsApp). Please verify the following:

• You have a WhatsApp phone number connected to your CRM and its status is Connected.
• Your WhatsApp Business Account (WABA) has a messaging limit of at least 2,000 conversations in a rolling 24-hour period.
• The connected phone number is not using WhatsApp Coexistence (where the same number is used for both the WhatsApp app and the Business API).
• Your team users have the necessary permissions to access the connected WhatsApp number.
• For mobile calling, ensure the official CRM mobile app is updated to version 4.18 or later. If you use a white-label mobile app, it must also be updated to a version that supports WhatsApp Calling.

How to Enable WhatsApp Calling

WhatsApp Calling is currently in a beta phase. To request access for your sub-account, you must submit a form.

1. Navigate to the provided activation link or form within your CRM's settings or help resources.
2. Complete the request form with your sub-account details and the WhatsApp number you wish to enable.
3. Submit the form. Access is typically granted within 24 hours.

Important Note on Availability: While inbound calls (customer-initiated) are available in most countries, business-initiated outbound calls are not currently supported if your business or customer is located in the United States, Canada, Turkey, Egypt, Vietnam, or Nigeria.

Setting Up Call Permissions

Once the feature is enabled, you can control which users can make and receive WhatsApp calls.

1. Go to your CRM's settings, typically under a section for Users, Teams, or Permissions.
2. Select the user or role you wish to configure.
3. Look for permissions related to WhatsApp Calling. You can typically set permissions to allow a user to make calls, receive calls, or both.
4. Save the changes. These settings ensure only authorized team members can use the voice calling feature.

Making and Receiving Calls

Receiving an Inbound Call

When a customer calls your WhatsApp number:

• A call notification will appear within the relevant conversation in your CRM's messaging or call interface.
• You can choose to answer, decline, or let it ring until it goes to voicemail (if configured).
• Answer the call directly within the CRM interface—no need to open WhatsApp separately.
• After the call ends, details like time, duration, and outcome are automatically saved and linked to that contact's conversation.

Making an Outbound Call

To call a contact from within an existing WhatsApp conversation:

1. Open the conversation with the contact in your CRM.
2. Look for the phone or call icon within the conversation interface.
3. Click the icon to initiate a call. The system may first request permission from the contact before connecting the call, depending on regional regulations.
4. The call will connect through the CRM, and the details will be logged upon completion.

Using WhatsApp Calling helps your team communicate more effectively while maintaining a complete and searchable record of every customer interaction.