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.

Assigning the Same End User’s Call and Chat to the Same Agent

With this enhancement, when a WhatsApp call is received, the system routes the call to the agent who is currently handling an active WhatsApp chat session with the same end user.
The goal is to enable the same agent to manage both the chat and the call with the same user seamlessly.

Usage Scenario

The same end user can contact the business’s WhatsApp line through both chat and call.
If there is an existing active WhatsApp chat session between the user and an agent, and the user initiates a WhatsApp call, the call will be routed to the same agent.

This provides a unified customer experience and eliminates the need for transferring calls between agents.

IVR Configuration

To enable this functionality, a new step has been added to the IVR flow.
This feature must be activated within the number-specific IVR configuration.
System Administrator > Call > IVR > Select the “WhatsApp Catchup” step

Step Settings:

Step Name:
The name of the step as it appears in the IVR flow.
Next Step if Control is True:
If the call is a WhatsApp call, the end user has an active WhatsApp chat session, the chat is assigned to an agent, and both the chat and the call are associated with the same business number, the flow proceeds to the next defined step.
Next Step if Control is False:
If any of the above conditions are not met, the call continues through the step defined in this field.