LeadConnector

WhatsApp Voice Calling lets your team place and receive voice calls directly inside WhatsApp conversations. Instead of asking customers to switch apps, dial a separate number, or continue a long back-and-forth chat, users can move from message to voice in the same conversation thread.

This helps teams resolve complex questions faster, support high-intent leads, and reduce drop-offs caused by channel switching.

WhatsApp Voice Calling is currently available in closed beta and is web-only at this time. Mobile support may be added in a future release.

WhatsApp Voice Calling allows users to have real-time voice conversations with customers through WhatsApp, keeping the customer conversation in one place. This makes it easier for sales, support, and service teams to move from chat to voice when a live conversation is more effective than text.

With WhatsApp Voice Calling, users can make outbound calls, receive inbound calls, show call buttons in the conversation view, and allow customers to request callbacks after missed calls.

Key capabilities include:

• Inbound WhatsApp voice calls
• Outbound WhatsApp voice calls
• Callback requests for missed calls
• Call buttons inside WhatsApp conversations
• Available call hours
• Temporarily unavailable call hours
• Call permission flows based on the WhatsApp service window

Voice calling helps teams handle conversations that are too urgent, complex, or high-value for text alone. By keeping calls inside WhatsApp, businesses can provide faster support while preserving the context of the existing chat conversation.

• Faster Issue Resolution: Resolve complex customer questions with a quick call instead of long message threads.
• Improved Lead Conversion: Connect with high-intent leads at the moment they are most engaged.
• Reduced Channel Switching: Keep the customer in WhatsApp instead of asking them to move to another app or phone call.
• Better Conversation Context: Continue from the existing WhatsApp chat so users can reference prior messages, files, and customer details.
• Missed Call Recovery: Allow customers to request a callback when a call is missed.
• Controlled Team Availability: Define when your team can receive calls using available and temporarily unavailable hours.

WhatsApp Voice Calling requires the connected WhatsApp number and WhatsApp Business Account to meet specific eligibility conditions. These requirements help ensure the number is properly connected, supported, and available for calling.

Before enabling WhatsApp Voice Calling, confirm the following requirements for the sub-account:

• The WhatsApp phone number must be in a connected state.
• The WhatsApp Business Account messaging limit must be at the 2,000 tier or higher.
• The WhatsApp phone number must not be using WhatsApp Coexistence.
• The sub-account must have access to the closed beta.
• Users must configure calling from the web app.

Inbound and outbound WhatsApp calls allow users to connect with customers by voice from the same WhatsApp conversation where messaging already happens. This is useful when a contact needs immediate help, wants clarification, or is ready to make a decision.

Callback on missed calls helps businesses recover missed WhatsApp voice calls by allowing customers to request a callback. This prevents missed calls from becoming lost opportunities and gives customers a simple way to continue the conversation.

Call buttons give users and customers an easy way to move from text messaging to a voice conversation. When enabled, call buttons appear inside the WhatsApp conversation experience so calls can be started without searching for another phone option.

Call permission flows help manage whether a business can call a customer through WhatsApp based on the current WhatsApp conversation window. These flows help ensure calls are initiated appropriately depending on whether the service window is open or closed.

WhatsApp Voice Calling supports two call permission scenarios:

• Template-based call permission when the service window is closed
• Interactive call permission through automation when the service window is open

Proper setup ensures that your WhatsApp number is eligible for voice calling and that customers can reach your team during the right hours. Before enabling calling, confirm that the phone number is connected, meets the required messaging-limit tier, and is not using coexistence.

Step 3

Open the Calling tab.

Step 4

Select the WhatsApp phone number you want to configure.

Step 5

Enable Allow calls. Configure Callback on missed calls if you want customers to request callbacks after missed WhatsApp calls. Configure Call buttons if you want call options to appear inside the conversation view.

Step 6

Set your Available hours. Set any Temporarily unavailable hours.

WhatsApp Voice Calling is useful for industries where customers often need quick answers, reassurance, or live guidance. Moving from chat to voice can reduce delays and help teams complete high-value conversations faster.