---
schema_version: "1"
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title: Streamline Communication with WhatsApp Voice Calls
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/260-0-0/rn_afcc_sv_wa_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_wa_voice.htm&release=260&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f219fed874e661f8b54fc5a6f80905f67e05fe4ba16ca4c3bcb04c95a75ecc25
description: 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.
products:
  - Cross Cloud Packages Solutions
release: "260"
---
# Streamline Communication with WhatsApp Voice Calls

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.

#### See Also

- [_Salesforce Help:_ Configure Call Escalation for WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&type=5&language=en_US)