Design a WhatsApp calling journey
Prepare calling eligibility, permission, routing, context, and follow-up.
Prerequisites
A WhatsApp sender eligible for the intended call direction, an approved voice route, and a team or supported voice application.
1. Define the call purpose
Choose the customer task and decide when a call is more useful than chat. Keep WhatsApp calling distinct from ordinary telephone voice in the deployment plan, routing, and charging model.
2. Prepare permission and eligibility
Review the sender country, account eligibility, and current requirements for incoming or business-initiated calls. Obtain the applicable permission before an outbound call. Messaging consent alone is not universal calling permission.
3. Connect the voice route
Route the call to the supported team, SIP, or WebRTC application and define service availability. WhatsApp Business Calling must not be bridged to the public telephone network. Do not implement a transfer by forwarding the call to a PSTN number.
4. Prepare AI and human handoff
Give the chosen voice runtime the approved knowledge and authorized actions for the task. Carry the conversation goal and attempted steps into a human handoff. Apply identity checks before sensitive information or account changes.
5. Record the result
Rehearse incoming, permitted outbound, declined, missed, and interrupted calls. Record the actual business action and send an eligible follow-up. Review the deployment’s recording, retention, and disclosure requirements with the responsible owner.
Troubleshooting
When a call cannot start, check the actual sender eligibility, permission, and configured route before retrying. A successful chat send does not prove that voice is enabled. Use the connected calling product’s published API rather than assuming ordinary telephone parameters also place a WhatsApp call.
Next steps
Related resources
Continue with the documentation, guides and examples for this topic.