WhatsApp Voice Calling in Your CRM
What is WhatsApp Voice Calling?
WhatsApp Voice Calling enables your team to have real-time voice conversations with customers directly within your CRM's WhatsApp conversation interface. This feature allows you to transition seamlessly from a text chat to a live call without the customer needing to leave the WhatsApp thread. It's designed for sales, support, and service teams to handle situations where a voice conversation is more efficient than a prolonged text exchange.
Key capabilities include making and receiving calls, displaying call buttons in the chat, and allowing customers to request a callback if a call is missed. You can also manage your team's availability for receiving calls.
Note: WhatsApp Voice Calling is currently in a closed beta phase and is only available for use on the web version of the CRM. Support for the mobile app may be introduced in the future.
Key Benefits
Integrating voice calls into your WhatsApp conversations offers several advantages for your business operations.
- Faster Resolution: Quickly resolve complex issues that are difficult to explain via text.
- Higher Conversion Rates: Engage with high-intent leads immediately through a personal conversation.
- Unified Experience: Keep the entire interaction within WhatsApp, preventing customer drop-off from app switching.
- Maintained Context: Continue the conversation with full access to the previous chat history and shared files.
- Missed Call Recovery: Capture potential lost opportunities by allowing customers to easily request a callback.
- Controlled Availability: Define specific hours when your team is available to receive calls.
Prerequisites
Before you can enable WhatsApp Voice Calling, your account must meet specific requirements.
- The WhatsApp phone number must be successfully connected to your CRM.
- The associated WhatsApp Business Account must have a messaging limit tier of 2,000 or higher.
- The phone number must not be configured for WhatsApp Coexistence.
- Your sub-account must have been granted access to the closed beta.
- Configuration must be done from the web app.
Important: This feature is not compatible with phone numbers using WhatsApp Coexistence. Calls made from the standalone WhatsApp Business App are separate and not managed within the CRM.
Inbound and Outbound Calls
Voice calls can be initiated by either your team or the customer, all within the existing chat.
Inbound WhatsApp Calls
Customers can call your business directly through WhatsApp when calling is enabled and you are within your available hours. Your team can answer these calls from the conversation view in the CRM. This is ideal for scenarios requiring immediate assistance, such as urgent support queries or sales inquiries.
Outbound WhatsApp Calls
Your team can initiate a voice call to a customer directly from the chat interface. This is useful for escalating a text conversation to a call to provide more detailed support, answer complex questions, or follow up on a callback request.
Callback on Missed Calls
If a customer's inbound WhatsApp voice call is missed, they can be given the option to request a callback. This feature helps ensure that important calls are not lost and provides a simple way for the conversation to continue. Please note that this is distinct from other features that send a WhatsApp message after a missed standard phone call.
Call Buttons
Call buttons can be enabled to appear within the WhatsApp conversation window, providing a clear and easy way for users or customers to start a voice call without navigating away from the chat.
Call Permission Flows
This feature manages the ability to place calls based on the status of the WhatsApp service window. It ensures that calls are only made during appropriate times, depending on whether your business is set as available or temporarily unavailable.