A customer may need to switch from chat to a conversation with your team. Your calling integration determines where that call can go and who can answer it.
Confirm eligibility, call direction and applicable permission
Check the sender’s eligibility, call direction and applicable customer permission. A successful messaging setup does not prove calling is enabled.
WhatsApp calls cannot connect to the public telephone network
Keep the call on supported application, SIP or WebRTC routes. Twilio’s WhatsApp Business Calling guide explains that calls connecting WhatsApp to the public telephone network are rejected:
Calls from WhatsApp endpoints can't be connected to Public Switched Telephone Network (PSTN) endpoints. Such calls will be rejected.
Carry the customer’s task into the call and follow-up
Carry the customer’s task and verified context into the call or human handoff. Confirm the actual business action before preparing a follow-up. Send that follow-up when the customer’s permission and messaging rules allow it.