---
schema_version: "1"
id: 9a7db4916a316a4070c5575d7ed4d8c7e42d87fb8962de504d484f1b0fbb039b
title: Connect to WhatsApp Voice
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_whatsapp_voice.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_voice.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c47d8ae7f8ddc3f46f0a453c2b8bd805ee949ddce282d0b4342ce9c0b8704486
description: Engage better with your customers and cut down on response times by enabling digital voice calls initiated directly from WhatsApp.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Connect to WhatsApp Voice

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)

<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>

- **[Considerations for WhatsApp Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_digital_voice_limits.htm&release=264.0.0&type=5)**  
    Review considerations for using WhatsApp Voice in Salesforce Voice.
- **[Provision a WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_channel.htm&release=264.0.0&type=5)**  
    Engage with customers over WhatsApp by provisioning a WhatsApp voice channel.
- **[Configure Call Escalation for WhatsApp Voice Channel](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.
- **[Set Calling Hours for WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_calling_hours.htm&release=264.0.0&type=5)**  
    Define the hours that you're available to receive calls from your customers.
- **[Manage WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_manage_wa_voice.htm&release=264.0.0&type=5)**  
    Update your call and routing settings any time after you create the WhatsApp voice channel.
- **[Deactivate WhatsApp Voice Channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_deactivate_wa_voice.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.voice_activation_checklist.htm&release=264.0.0&type=5)**  
    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.