Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
- Considerations for WhatsApp Voice
Review considerations for using WhatsApp Voice in Salesforce Voice. - Provision a WhatsApp Voice Channel
Engage with customers over WhatsApp by provisioning a WhatsApp voice channel. - Configure Call Escalation for WhatsApp Voice Channel
Use an Omni-Channel flow to configure automatic escalation from your messaging session to the same service rep in the WhatsApp voice channel. - Set Calling Hours for WhatsApp Voice Channel
Define the hours that you're available to receive calls from your customers. - Manage WhatsApp Voice Channel
Update your call and routing settings any time after you create the WhatsApp voice channel. - Deactivate WhatsApp Voice Channel
Deactivate the selected voice channel to ensure agents can no longer use it for communication. To reuse the channel, you must activate it again. - WhatsApp Voice Channel Activation Checklist
After you create a WhatsApp Voice channel, you can’t yet receive calls with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.