2 min
WhatsApp Business is no longer just for messaging: with WhatsApp Business Calling, businesses can now make and receive VoIP calls within the same WhatsApp thread, enhancing their customer service experience.
For contact centres and customer service departments, this means seamlessly escalating from chat to voice, cutting costs on inbound and outbound calls, and tracking the entire interaction from a single platform.
The API is now generally available and fully integrated with the Omnichannel Contact Centre customer service platform.
WHAT IS WHATSAPP BUSINESS CALLING?
WhatsApp Business Calling is a feature of the WhatsApp Business Platform that enables businesses to place and receive VoIP calls within the same WhatsApp conversation thread they’re already using to chat with customers.
This allows real-time transitions between chat and voice (and back again) during a conversation, without the customer or agent needing to switch apps—keeping the entire context in one unified history.
The API was officially announced and made generally available in July 2025, and is now part of the Omnichannel Contact Centre platform.
HOW DOES WHATSAPP BUSINESS CALLING WORK?
- In-thread: calls are launched directly from the WhatsApp chat and are logged alongside the messages.
- Two-way calling:
- User → Business: the customer taps “call” directly from the conversation thread.
- Business → User: the business can call the customer on WhatsApp with prior consent (opt-in), subject to regional availability.
- Verified identity: during the call, the customer sees the verified business name/logo, which typically increases answer rates.
IS IT COMPATIBLE WITH ALL CUSTOMER SERVICE PLATFORMS?
Not all customer service platforms currently support WhatsApp Business Calling, meaning some may still only offer chat integration.
Enreach, however, does offer WhatsApp Business Voice via Omnichannel Contact Centre, combining voice, chat, and full contact centre metrics and capabilities.
WHAT ARE THE ADVANTAGES FOR CONTACT CENTRES AND CUSTOMER SERVICE TEAMS?
- Shorter handling times: having both chat and voice in the same thread prevents information from being repeated, reducing the number of interactions needed and lowering resolution time.
- Improved first contact resolution (FCR) and customer satisfaction (CSAT): switching to voice when complexity or emotion rises helps resolve requests more effectively.
- Unified routing and analytics: integrate WhatsApp calls into your existing IVR/ACD setup, reporting, and QA systems.
- Lower costs: receiving WhatsApp calls is typically cheaper than toll-free 0800/900 numbers, helping contact centres save on every inbound call.
HOW DO I ACTIVATE WHATSAPP BUSINESS CALLING IN MY CUSTOMER SERVICE SOFTWARE?
If you’re already using the Omnichannel Contact Centre, simply get in touch with us to learn more and activate the service. You can call us on 900 670 750 or fill out the form below.
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