Talk or text – get the best of both with WhatsApp Business Calling

Add voice calling capabilities to your WhatsApp Business messages with Infobip’s secure, scalable API. Leverage voice to resolve issues faster and drive conversions – all in one channel.

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What is WhatsApp Business Calling?

This feature enables organizations using the WhatsApp Business Platform for their customer messaging to add voice calling to the user experience. Customers can start a call with just one tap from within WhatsApp, just like they would with friends and family, or they can grant permission for an agent to call them in the same way.

Flexible support

Move from messaging to a voice call to accelerate customer support issue resolution or enhance the sales process.

More ways to get in touch

Create more opportunities for conversations by embedding deep links into your website, app, or using QR codes – enabling customers to reach you wherever they are.

Key benefits of WhatsApp Business Calling

How WhatsApp Business Calling works

Instant calls with no app switching required

Let customers call you with just one tap from within WhatsApp, making support fast, easy, and frictionless.

Agent-initiated calls

Give agents the power to start outbound calls with customer consent, helping you connect faster while staying compliant.

Talk, type, and exchange media

Offer voice and chat simultaneously in WhatsApp, so customers can share details while talking – without losing their flow.

Close the loop with immediate feedback

Automatically follow up after each call with a quick feedback prompt to gather immediate feedback or provide more options to engage, improving CX and encouraging loyalty.

Verified, secure, and trusted

Protect your brand and customers with a verified, secure calling experience that builds trust from the very first contact.

Use cases

Mobile messaging mockup showing a customer support conversation with the brand “ModoFoot.” The customer writes in a green bubble, “Hi, I placed an order on Black Friday, and it still hasn’t arrived.” The brand replies, “Hi Maya. Sorry about the wait. Please send me your order number.” The customer responds, “It’s #TL92845.” The brand then sends a white message card that says the order has been shipped with an expected delivery date of December 3rd, and explains that the customer can track the order or ask more questions. Two buttons labeled “Track order” and “Keep chatting” appear at the bottom of the message.

Switch to Voice

Customer support escalation

For more complex issues it is often more efficient for agents and customers to talk directly. This reduces time to resolution by avoiding misunderstanding and enabling the agent to consider the customer’s context and mindset.

Lead nurturing

Sales consultations & post-purchase follow-up

WhatsApp has been proven to be a highly effective channel for nurturing leads by providing curated information via rich media and implementing flows that guide people through the purchase funnel. With WhatsApp Business Calling API these workflows can be further enhanced with the option to call an agent, or by providing permission to be contacted.

Never miss a deadline

Proactive voice reminders

Use the WhatsApp Business API alongside scheduled messages to customers who have opted in to remind them about important deadlines or upcoming appointments.

Closer relationship

Secure and trusted communication

Benefit from the trust that people have in the app they use every day. By displaying your verified business name, logo, and checkmark directly within WhatsApp, your brand becomes instantly recognizable, increasing trust and boosting answer rates.

Why work with Infobip to adopt WhatsApp Business Calling?

Work with an experienced Meta partner

As an official Meta partner, Infobip was one of the approved vendors that helped to deliver the beta version of WhatsApp Business Calling. We are now ideally placed to help our customers integrate the voice calling feature and reap the benefits.

Always on security, compliance, and reliability

Our messaging solutions are trusted by 1000’s of customers globally including leading banks and household names across every industry.

Existing integrations ready to plug in and start working for you

Benefit from out-of-the-box integrations with Answers (chatbots), Conversations (contact center), and API.

Frequently asked questions about WhatsApp Business Calling

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