Meta's Calling API is live! This new feature will allow businesses to open more direct conversations with customers using WhatsApp voice. Customers can seamlessly escalate from chat to voice without leaving WhatsApp.
What value does the Calling feature bring to you?
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Enhancing the customer support experience on WhatsApp
Allows customers to speak to an organization's customer service representative by clicking the "Call" button (configurable) or by clicking the "Call" button on a message template. Helps to help customers resolve issues more efficiently.
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More effective lead conversion
Convert more leads by accelerating customer conversion through direct voice communication and using WhatsApp rich media messaging during and after calls.
Inbound Calling Page Feature Launched
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Calling Related Configurations
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You can control whether this feature is enabled or not, and when it is disabled, users will not be able to initiate calls to you via this feature
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You can control whether the call button next to the user-facing WhatsApp avatar is displayed or not, and if it is hidden, users will not be able to initiate a call to you by clicking on it, nor will they be able to initiate a call to you from any of their session history. You can hide this button when you are concerned about receiving a large number of unwanted calls from users.
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You can also set up different rules for assigning incoming calls, currently supporting random assignment or assignment based on the workload of the day
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Seat Interface
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Whether you are an administrator or a regular agent, you can increase your productivity by using Calling page features wisely.
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Attendant can set online/offline status
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Attendants can see the history of calls in the list
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Tap the [Chat] button during a call to switch to the corresponding user's Inbox chat page, and engage in rich interactions on demand while keeping the call going.
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Each call can be tagged for easy categorization and management of subsequent calls
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Attendants can add a summary to the call during or after the call to condense the call content or record subsequent to-do items.
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Administrators can access the Call logs menu to view the call history of all seats and click to view specific call details, which provides great convenience for managing calls.
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The Inbound Calling API interface is available
We've packaged an inbound call interface for you that includes multiple features such as pre-answer calls, answer calls, reject calls, hang up conversations, and more. In addition, we also provide nanny-style documentation on streaming access and other related issues, as well as local test demos! Provide you with silky-smooth api access services.
By accessing the Calling API, you can easily embed WhatsApp's Calling functionality into your own platform to fulfill your business needs. Please contact your account manager for specific documentation, test demos and interface documentation.
How do I enable Calling?
Note: Due to the limitations of the current version of Meta, Calling service is currently only available for users whose WhatsApp business numbers are attributed to the following countries:Brazil, Mexico, India or Indonesia.
Please communicate your needs (e.g. needing page functionality or API access) with your account manager in advance and inform us of your call scenarios, for example:
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Services: Customer service escalations that require real-time voice interaction, such as complex queries, support and troubleshooting, customer care solutions
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Marketing/Sales: complex sales and marketing calls, such as real estate or automotive
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Reminder notifications: e.g. courier/takeaway voice calls
Your account manager will then open the corresponding service for you.
How is the Calling feature charged?
Our internal test will run until December 31, 2024, and before the end of the internal test, YCloud will provide a certain amount ofFree test quotaThe amount will be charged at the official WhatsApp Voice rate once it has been consumed. The exact amount can be determined after speaking to your account manager.
Meta will offer different rates for who you call in different countries and regions. There are also different rates for outbound types of calls versus inbound types of calls, so please contact your account manager for a quote on specific rates.
Other Frequently Asked Questions
Q1: Does the Calling feature support both inbound and outbound calls?
A1: Yes, the Outbound calling feature is still under development, but it is important to note that organizations must have the user's permission to make outbound calls. A call permission request can only be sent if an existing marketing, utility, authentication, service or free entry point conversation is open.
Q2: Does WhatsApp Business Calling API support video calling?
A2: The current version doesn't support video call for the time being.
Q3: When will the WhatsApp Business Calling API be fully rolled out?
A3: Meta's goal is to have the WhatsApp Business Calling API fully available next year, so it's reasonable to expect the Calling API to be fully live in 2025.
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