WhatsApp Business Calling

Supported calling scenarios

Supported WhatsApp Business Calling scenarios

WhatsApp Business Calling supports several inbound and outbound call flows. Each scenario depends on the call initiator (user or business), the routing logic, and the destination platform (for example, Conversations, SIP, or WebRTC).

Use the tables below to understand how to configure and route different WhatsApp call flows using Infobip products and APIs.

User-initiated calling scenarios

The following call flows are supported when the user initiates a WhatsApp call to your business. Select to expand each scenario context.

WhatsApp end users calling to Conversations

Scenario	Description
WhatsApp calls to Conversations	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to Conversations. How to implement: Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab). Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab. Under Inbound Configuration, select Forward to Conversations
WhatsApp calls to Conversations with IVR API (opens in a new tab)	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created with the IVR API. The IVR scenario can transfer this incoming call to an agent in Conversations. How to implement: Create your IVR scenario with the Create a Voice IVR scenario (opens in a new tab) method, and save the returned `scenarioId`. Contact Support (opens in a new tab) to associate this scenario with your sender.
WhatsApp calls to Conversations with Moments IVR	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created as a flow in Moments. The flow can transfer this incoming call to an agent in Conversations. How to implement: Create a flow in Moments where the trigger is Start incoming call. Within the `Start Incoming Call` trigger, select your voice-enabled WhatsApp sender. Pay attention that the same number could be listed twice in the number dropdown list: once for its WhatsApp voice capability, and once for its regular PSTN voice capability. Make sure your flow includes the Transfer call to agent action.

Scenario

Description

WhatsApp calls to Conversations

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to Conversations.

How to implement:

Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab).
Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab.
Under Inbound Configuration, select Forward to Conversations

WhatsApp calls to Conversations with IVR API (opens in a new tab)

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created with the IVR API. The IVR scenario can transfer this incoming call to an agent in Conversations.

How to implement:

Create your IVR scenario with the Create a Voice IVR scenario (opens in a new tab) method, and save the returned scenarioId.
Contact Support (opens in a new tab) to associate this scenario with your sender.

WhatsApp calls to Conversations with Moments IVR

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created as a flow in Moments. The flow can transfer this incoming call to an agent in Conversations.

How to implement:

Create a flow in Moments where the trigger is Start incoming call.
Within the Start Incoming Call trigger, select your voice-enabled WhatsApp sender. Pay attention that the same number could be listed twice in the number dropdown list: once for its WhatsApp voice capability, and once for its regular PSTN voice capability.
Make sure your flow includes the Transfer call to agent action.

WhatsApp end users calling your IVR

Scenario	Description
WhatsApp calls to IVR (API) (opens in a new tab)	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created with the IVR API. How to implement: Create your IVR scenario with the Create a Voice IVR scenario (opens in a new tab) method, and save the returned `scenarioId`. Contact Support (opens in a new tab) to associate this scenario with your sender.
WhatsApp calls to Moments IVR	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created as a flow in Moments. How to implement: Create a flow in Moments where the trigger is Start incoming call. Within the `Start Incoming Call` trigger, select your voice-enabled WhatsApp sender. Pay attention that the same number could be listed twice in the number dropdown list: once for its WhatsApp voice capability, and once for its regular PSTN voice capability.

Scenario

Description

WhatsApp calls to IVR (API) (opens in a new tab)

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created with the IVR API.

How to implement:

Create your IVR scenario with the Create a Voice IVR scenario (opens in a new tab) method, and save the returned scenarioId.
Contact Support (opens in a new tab) to associate this scenario with your sender.

WhatsApp calls to Moments IVR

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to an IVR created as a flow in Moments.

How to implement:

Create a flow in Moments where the trigger is Start incoming call.
Within the Start Incoming Call trigger, select your voice-enabled WhatsApp sender. Pay attention that the same number could be listed twice in the number dropdown list: once for its WhatsApp voice capability, and once for its regular PSTN voice capability.

WhatsApp end user calls are redirected to your own contact center platform or telephony system

Scenario	Description
WhatsApp calls to SIP trunking	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to your voice equipment (SBC, PBX) over SIP trunking. This can allow WhatsApp end users to reach a business on their own contact center platform or regular phone environment, but calling at no cost (for the end user). How to implement: Have at least one SIP trunk defined towards your SIP equipment Define a route in the call routing application that includes at least one of your SIP trunks Set up the call routing action on the WhatsApp sender: Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab). Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab. Under Inbound Configuration, select Forward to Call Routing and select the route you defined above.

Scenario

Description

WhatsApp calls to SIP trunking

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to your voice equipment (SBC, PBX) over SIP trunking. This can allow WhatsApp end users to reach a business on their own contact center platform or regular phone environment, but calling at no cost (for the end user).

How to implement:

Have at least one SIP trunk defined towards your SIP equipment
Define a route in the call routing application that includes at least one of your SIP trunks
Set up the call routing action on the WhatsApp sender:
- Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab).
- Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab.
- Under Inbound Configuration, select Forward to Call Routing and select the route you defined above.

WhatsApp end user calls are redirected to your web or mobile application

Scenario	Description
WhatsApp calls to webRTC	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to a predefined webRTC user in the web or mobile application you developed based on our webRTC SDKs. This can allow WhatsApp end users to reach a business in their voice-enabled application but call at no cost (for the end user). How to implement: Define a route in the call routing application that includes at least one webRTC destination. Set up the call routing action on the WhatsApp sender: Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab). Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab. Under Inbound Configuration, select Forward to Call Routing and select the route you defined above.

Scenario

Description

WhatsApp calls to webRTC

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to a predefined webRTC user in the web or mobile application you developed based on our webRTC SDKs. This can allow WhatsApp end users to reach a business in their voice-enabled application but call at no cost (for the end user).

How to implement:

Define a route in the call routing application that includes at least one webRTC destination.
Set up the call routing action on the WhatsApp sender:
- Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab).
- Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab.
- Under Inbound Configuration, select Forward to Call Routing and select the route you defined above.

Build your own voice inbound scenario

Scenario	Description
WhatsApp calls to the custom voice application of the customer, built with the Calls API platform	Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to the custom voice application that the customer has developed (and is hosting) based on our Calls API platform. How to implement: Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab). Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab. Under Inbound Configuration, select Forward to Subscription and select your call configuration.

Scenario

Description

WhatsApp calls to the custom voice application of the customer, built with the Calls API platform

Incoming calls from WhatsApp users to our WhatsApp sender will be redirected to the custom voice application that the customer has developed (and is hosting) based on our Calls API platform.

How to implement:

Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab).
Click or tap your voice-enabled WhatsApp sender and go to the WhatsApp Voice tab.
Under Inbound Configuration, select Forward to Subscription and select your call configuration.

IMPORTANT

It is strictly forbidden to connect WhatsApp Business Calling to PSTN. For instance, forwarding an inbound WhatsApp call to your existing business phone number is not allowed.

Business-initiated calling scenarios

These flows start with your business placing a call to a user, based on accepted call permissions. Select to expand each scenario context.

Conversations agent calling a WhatsApp end user

Scenario	Description
WhatsApp calls from Conversations	This scenario allows an agent in Conversations to initiate a voice call to a WhatsApp end user. For detailed instructions, refer to the Start a new WhatsApp call section.

An agent on your contact center platform or voice telephony platform calling a WhatsApp end user

Scenario	Description
SIP trunking to WhatsApp end user	Incoming call requests from your voice platform are sent to Infobip over a SIP trunk. Using Infobip call routing, this call request is converted into a business-initiated call to a WhatsApp end user. How to implement: Have at least one SIP trunk defined towards your SIP equipment Define a route in the call routing application, with a SIP filter based on your defined SIP trunk, and include a WhatsApp destination type Ensure that the `from` value on your SIP calls is set to the WhatsApp sender's MSISDN NOTE You must get the end user's call permission separately.

Scenario

Description

SIP trunking to WhatsApp end user

Incoming call requests from your voice platform are sent to Infobip over a SIP trunk. Using Infobip call routing, this call request is converted into a business-initiated call to a WhatsApp end user.

How to implement:

Have at least one SIP trunk defined towards your SIP equipment
Define a route in the call routing application, with a SIP filter based on your defined SIP trunk, and include a WhatsApp destination type Ensure that the from value on your SIP calls is set to the WhatsApp sender's MSISDN

NOTE

You must get the end user's call permission separately.

A WebRTC user (web or mobile) places a call to a WhatsApp end user

Scenario	Description
webRTC to a WhatsApp end user	The WebRTC SDK does not have a method to place a call to WhatsApp end users directly. Call routing can be used as a bridging system. How to implement: Define a route in the call routing application, with aWEBRTC filter, and include a WhatsApp destination type. From your WebRTC application, make an application call to the `CALL_ROUTING` application. NOTE You must get the end user's call permission separately. The webRTC call to `CALL_ROUTING` does not include any information related to the WhatsApp sender or WhatsApp end user's MSISDN to be used on the outbound WhatsApp call. This means that you will need to either hardcode these values in the WhatsApp destination in the route or use a URL destination type for a more flexible implementation. A simpler approach might be to develop your voice application based on Calls API to drive the whole scenario (see the Build your own voice inbound scenario below).

Scenario

Description

webRTC to a WhatsApp end user

The WebRTC SDK does not have a method to place a call to WhatsApp end users directly. Call routing can be used as a bridging system.

How to implement:

Define a route in the call routing application, with aWEBRTC filter, and include a WhatsApp destination type.
From your WebRTC application, make an application call to the CALL_ROUTING application.

NOTE

You must get the end user's call permission separately.

The webRTC call to CALL_ROUTING does not include any information related to the WhatsApp sender or WhatsApp end user's MSISDN to be used on the outbound WhatsApp call. This means that you will need to either hardcode these values in the WhatsApp destination in the route or use a URL destination type for a more flexible implementation. A simpler approach might be to develop your voice application based on Calls API to drive the whole scenario (see the Build your own voice inbound scenario below).

Build your own voice outbound scenario (Calls API platform)

Scenario	Description
Your custom voice application built with the Calls API platform is triggering outbound WhatsApp calls.	Your application can implement whatever use case is needed, including bridging WhatsApp calls to WebRTC, SIP, or even other WhatsApp participants. WhatsApp calls are handled in a similar way as any other Calls API-supported endpoint type (phone, webRTC, SIP, Viber). NOTE You must get the end user's call permission separately.

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