---
schema_version: "1"
id: a7d258e5c656bab1ca3eeab28845854d43903619cd19bb594273b62c87bff73a
title: Provision a WhatsApp Voice Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_whatsapp_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8e0a35e0408fca24d8c6ca8c75d03071e14fea4a65717434e8b154d6101e0222
description: Engage with customers over WhatsApp by provisioning a WhatsApp voice channel.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Provision a WhatsApp Voice Channel

Engage with customers over WhatsApp by provisioning a WhatsApp voice channel.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d105808e67">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">To set up WhatsApp messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">Configure Messaging AND View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" rowspan="3" style="vertical-align:top;" headers="d105808e67 ">To create WhatsApp messaging channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">System Administrator AND Configure Messaging</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">OR</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">Configure Messaging AND Customize Application AND Manage Auth. Providers AND View
              Setup and Configuration AND Modify All Data</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">To provision WhatsApp voice channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d105808e67 ">
              <p>Agentforce Contact Center Admin (Salesforce Voice) permission set </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

Before you set up a WhatsApp voice channel, make sure you have an active WhatsApp messaging channel. To create and activate a new WhatsApp messaging channel, follow [these instructions](https://help.salesforce.com/s/articleView?id=service.messaging_whatsapp_enhanced.htm&type=5&language=en_US).

1. From Setup, use Quick Find to go to **Communication Channels**.
2. From **All Channels**, click your enhanced WhatsApp messaging channel, then click **Get Started** on the banner.
3. Enter a name for the channel and select the routing type.
4. Click **Next**.
5. Optionally, [set up call escalation](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&release=264.0.0&type=5 "Use an Omni-Channel flow to configure automatic escalation from your messaging session to the same service rep in the WhatsApp voice channel.") from the WhatsApp messaging channel to your WhatsApp voice channel and click **Finish**.
6. If you’ve completed customizing your channel settings, click **Activate Voice**.
7. After the WhatsApp voice channel is created, it appears in the All Channels tab.
8. To modify the WhatsApp voice channel settings, from the All Channels tab, click the WhatsApp voice channel to open it.
9. Go to the **Call Settings** section and make your changes.