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WhatsApp Business Calling

WhatsApp Business Calling lets customers call you from the chat — and lets your agents call customers who have given permission — over the same WhatsApp number, with your brand name and logo on screen.

WhatsApp Business Calling lets customers call you from the chat — and lets your agents call customers who have given permission — over the same WhatsApp number, with your brand name and logo on screen.

Same threadChat and call in one WhatsApp conversation.
Lower costNo international PSTN charges for the customer.
Flexible routingTo Inbox agents, an IVR, a Voice AI agent, SIP or WebRTC.
Permission-basedBusiness-initiated calls require customer consent.

Customer-initiated calls

ScenarioSetup
Straight to agentsOn your voice-enabled WhatsApp sender, set inbound to forward to Inbox.
Via a journey IVRCreate a journey with an incoming-call trigger on the WhatsApp sender; add Transfer call to agent.
Via an IVR built over APICreate the IVR scenario and ask Phonovation to link it to your sender.
To a Voice AI agentUse the Transfer call to AI agent element in your IVR (Early Access).

Business-initiated calls

  1. Create a template that includes a call permission request.
  2. Send it (or an interactive request inside the window) to the customer.
  3. The customer rejects, accepts temporarily or accepts permanently.
  4. Once permission is granted, the agent can place the call from Inbox.
ImportantCall permission requests and calls are rate-limited, and permission is withdrawn after too many unanswered calls. Automatic callbacks fall back to manual for WhatsApp.

Set up in Inbox

  • Use a WhatsApp number with calling enabled.
  • Create a route with channel WhatsApp (optionally Communication = Calls to separate call agents).
  • Add the route to a queue and configure working hours and agent assignment.
  • Always configure a waiting strategy — without it, callers may hear silence while waiting.

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