WhatsApp Voice Call
Overview
WhatsApp Call configuration lets you enable incoming WhatsApp voice calls and control how they are routed to your agents or teams. You can restrict calls to business hours and set routing preferences to ensure calls reach the right person.
Accessing WhatsApp Call Settings
Click the Settings icon in the sidebar footer.
Click the Channel section.
Click WhatsApp in the left menu.
Click WhatsApp Calls to access voice call configuration settings.
Enabling WhatsApp Voice Calls
Toggle the WhatsApp Voice Calls switch to ON to enable incoming WhatsApp voice calls for customer conversations.
Syncing with Working Hours
Enable Sync with Working Hours to restrict incoming voice calls to your configured business hours only.
Configuring Call Routing
Choose how incoming WhatsApp voice calls are routed to your team.
Route to All Agents
Select All Agents to route incoming calls to your entire team.
Route to Specific Users
Select Users from the routing options.
Click the dropdown and select the specific user(s) you want to assign inbound calls to.
Route to a Team
Select Team from the dropdown.
Click the team dropdown and select the team(s) you want to route incoming calls to.
Ring Assigned Agent First
Toggle Ring Assigned Chat Agent First to ON.
When enabled, if a chat is already assigned to a specific agent, incoming calls from that customer will ring that agent first before routing to others.
Summary
Setting
What It Does
WhatsApp Voice Calls
Enables or disables incoming WhatsApp voice calls
Sync with Working Hours
Restricts calls to configured business hours
All Agents
Routes all incoming calls to the entire team
Specific Users
Routes calls to selected individual agents
Team
Routes calls to a selected team
Ring Assigned Chat Agent First
Rings the already-assigned agent first for returning customers
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