Streamline support workflows, reduce telecommunication costs, and deliver a streamlined communication experience by enabling digital voice calls initiated directly from WhatsApp. Service reps can manage these calls alongside other channels in a unified Service console. This feature helps improve first-call resolution and customer satisfaction.
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Agentforce Contact Center add-on. This feature is available for WhatsApp numbers in the US, Canada, Mexico, and Brazil.
Who: To set up WhatsApp voice calling, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.
How: To set up WhatsApp voice, go to Communication Channels in Setup and use the guided workflow to create and activate a WhatsApp voice channel. After it’s set up, service reps can handle WhatsApp voice calls in the Service Console.