WhatsApp Business Calling
Introducing WhatsApp Business Calling
Create an end-to-end customer experience on WhatsApp. Twilio now offers WhatsApp calling alongside messaging on your customers’ preferred communications channel.
Give customers the option to call within WhatsApp
Add one-tap calling functionality to WhatsApp to enrich the experience on your customers’ favorite channel. Flow from a message to a voice call to expedite sales conversations or escalate customer service inquiries.
It works by integrating voice communications into the WhatsApp Business Messaging Conversation flow. Once users consent to call a business, their call is delivered to Twilio Voice, which sends a Webhook to the application and application logic bridges the call to an agent.
Use WhatsApp Business Calling across the customer journey
Make it easy for customers to evaluate products and services
Provide a convenient way for customers to talk to you and evaluate products from WhatsApp.
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Use voice assist for shopping to drive conversions
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Answer customers questions, gather context, and make recommendations directly
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Avoid long text message exchanges with a short call
WhatsApp Business Calling features
Make voice calling work the way you want it to with control and flexibility over the experience.
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Flexible integrations
Integrate a WhatsApp calling stream into an IVR, bots, call recording, or speech-to-text tool
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Interactive call templates
Set up templates to gain customer consent for calls
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Verified badge
Show that you’re a trusted caller with a verified icon (for selected beta businesses)
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Consumer-initiated calls
Accept, reject, or terminate calls within WhatsApp
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Click-to-call buttons
Set up call-to-action buttons in templates and free-form interactive messages
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Numeric keypad
Set up a numeric keypad for interactive voice response (IVR) and dual tone multi-frequency (DTMF) to drive efficiency
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Set business hours (coming soon)
Choose when customers can call you
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Business-initiated calls
Request permission via WhatsApp to enable outbound calling
Unlock additional ROI with WhatsApp voice calls
Support customers with WhatsApp Business Calling when they need to talk to someone.
10-15X
more revenue from voice calls over web lead conversions (1)
$2B
consumer spending comes from voice shopping (2)
60%
mobile users call a business when they’re in the purchase cycle (3)
Introducing WhatsApp Business Calling
Give customers the choice to call or message you right from a WhatsApp conversation–no need to exit the app to talk to a person on the phone. You can request early access through our beta.
* BIA Advisory Services, Phone Calls are the New Click
** OC&C Consultants, Voice Shopping Set to Jump to 40 billion by 2022
*** Harvard Business Review, Your Customers Still Want to Talk to a Human Being