Purpose
The WhatsApp Call Integration enables calls initiated directly by end-users through WhatsApp to be delivered into the contact center platform, passing through the same workflows as standard inbound calls. This allows your team to handle customer calls not only via traditional phone lines or web-based channels but also through WhatsApp—seamlessly integrated into your existing operations.
Prerequisites, Requirements, Limitations
The number must be registered and verified in WhatsApp Business Manager.
The business must have a messaging limit of at least 1,000 business-initiated conversations within 24 hours. Only in this case can the calling feature be used. Numbers that do not meet this limit cannot use the Call feature. This restriction is set by WhatsApp.
You can check it from the following screen in the Facebook interface.
There is a limit of 1,000 concurrent calls set by Meta. When the limit of 1,000 concurrent calls is exceeded:
Users attempting to make a call will receive a general error message.
Features
Automatic routing of WhatsApp-initiated calls into the contact center platform.
Full compatibility with standard call flows (IVR, queue management, agent assignment, etc.).
Support for call recording and detailed reporting.
Unified agent experience: WhatsApp calls are managed from the same interface as all other channels.
Benefits
Enhanced Customer Experience: Customers can reach your business directly through WhatsApp, making interactions quicker and more convenient.
Omnichannel Operations: Operator calls, WhatsApp calls, and chat conversations are all managed within a single platform.
Improved Efficiency: Agents no longer need to juggle separate tools for different call types.
Comprehensive Reporting: WhatsApp calls are included in your core contact center KPIs (response time, resolution time, call distribution, etc.).
General Information
The call feature can be enabled for any number already configured with the WhatsApp chat channel on the platform.
Call activation is configured per number.
WhatsApp calls can be managed using your standard inbound call flow.
If you want to handle WhatsApp calls separately from operator calls, you can configure a control in the IVR flow to direct them through a dedicated process.
Setup
Activation Steps
Navigate to System Admin > Chat > Chat Widget.
For the WhatsApp widget with type “360Dialog Cloud”, click Edit.
Fill in the WA Business Number Channel ID (provided by your project manager), then save.
In the chat widget, under the new “WhatsApp Call” tab, enable both:
Enable WhatsApp Calls
Show the Whatsapp Call Icon
Configure the SBC information (provided by your project manager).
Save all definitions.
Inbound Call Handling
If the WhatsApp number you want to activate is already receiving operator calls, completing the Activation Steps is sufficient.
If the WhatsApp number does not currently receive calls, follow the Activation Steps and then apply the additional configurations below:
Additional Configurations
Go to System Admin > Call > IVR Menu and create a flow.
Navigate to System Admin > Call > Inbound Call and create a new rule, assigning the Welcome Menu you built for your WhatsApp number.
The number must be saved with the country code, but without the “+” prefix.
End-User View
Once enabled, the call icon will appear for end-users on the WhatsApp channel.
Reporting
Supervisors, Quality Control teams, and Reporting users can easily distinguish WhatsApp calls from other call types.
Supervisor / Quality Control Screens
In Supervisor/Quality Control > Call > Call Records and Advanced Call Records, a new column called “Call Channel” has been added.
This field indicates whether the call originated from WhatsApp.
In Advanced Call Records, a new filter “Call Channels” allows supervisors to filter specifically for WhatsApp calls.
Reporting Screens
In Reporting > Call > Call Records Report, a new column “WhatsApp Call” has been added.
This column identifies whether the call was initiated via WhatsApp.