WhatsAppCalling
Take the conversation to a call.
Let a customer move from chat to a helpful call with the context intact. Connect inbound calls, permission-based outbound conversations and the team or AI voice experience suited to the request.
From a message to a helpful call
EXAMPLEMora Studio
Let’s find the right option together.
Example voice conversationExample call. Business-initiated calling requires the customer’s permission.
The right moment for a call
Offer a conversation that helps resolve the request.
Use a call when a complex choice, urgent issue or accessibility need makes voice useful. Keep the reason clear and let the customer understand who they will speak to.
Handle incoming calls
Route the call to the right team or supported voice experience. Define availability and a useful next step when nobody can answer.
Request permission for outbound
Follow the applicable WhatsApp calling permission and eligibility requirements. A messaging opt-in does not automatically authorize every outbound call.
Context across channels
Let the conversation continue without repeating the story.
Bring the customer’s request, relevant account context and attempted steps into the call. Keep access to sensitive information appropriate to the caller’s verified identity.
AI voice with clear boundaries
Give the voice assistant a focused task and authorized tools. Transfer to a person when the request needs judgment or the customer asks.
A handoff the team can use
Pass the reason for the call and the unresolved work. Coordinate ownership so the chat and call do not produce conflicting actions.
The customer starts a call or grants the required permission to receive one.
Order #4821 · installation question
Product details and the steps already tried
An outcome after the call
Follow through on what was agreed.
Record the actual case, order or appointment change and send an eligible follow-up with the useful next step. Keep call activity and task completion distinct.
Choose the right voice route
WhatsApp calling and a regular telephone call have different network, eligibility and charging contracts. Evaluate the intended route explicitly.
Operate the exception
Define missed-call handling, transfer behavior and service availability. Review recording and disclosure requirements for the actual deployment.
WhatsApp calling questions
Is WhatsApp calling the same as calling a phone number?
Can we call every customer who opted into messages?
Can an AI voice assistant answer?
What should happen after a missed call?
Connect the complete journey
Related resources
Continue with the documentation, guides and examples for this topic. Resources are in English.
Plan the call that completes the conversation.
Bring the customer task, markets and receiving team. Review the eligible sender, calling permissions and voice route with a WhatsApp specialist.