---
schema_version: "1"
id: b00d170d9e2a99ff1b9cdbe9263baf3a36a3ee85d01fadf15e82d27f9f87e77d
title: WhatsApp Voice Channel Activation Checklist
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/voice_activation_checklist.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_activation_checklist.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: e53e1002374dcd2661513002cc2c98b8b6cde8354b47f2533b88ca61fe564d98
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# 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.

### 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></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;type=5&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

 
| Step | What's Involved |
| --- | --- |
| (Required) [Activate WhatsApp Messaging channel](https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&type=5&language=en_US) | On the WhatsApp Messaging Settings page, click your channel’s name. Then, click **Activate Channel** at the top of the page. |
| (Required) [Give users access to Voice calls](https://help.salesforce.com/s/articleView?id=service.afcc_sv_user_perms.htm&type=5&language=en_US) | Assign user permission sets: one for service reps and one for admins. |
| (Required) [Set your voice routing preferences](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&type=5&language=en_US) | In your channel settings in Setup, choose your routing type and select either an Omni-Channel flow and fallback queue (includes bot support) or a queue (no bot support). If you created a queue during channel creation, you’re all set. |
| (Recommended) Configure the Service Console for Voice | Configure the Service Console and the Voice Call record page so service reps can help customers effectively. |
| (Recommended) [Setup message to call escalation](https://help.salesforce.com/s/articleView?id=service.afcc_sv_call_escalation.htm&type=5&language=en_US) | Use an Omni-Channel flow to configure automatic escalation to the same service rep from your messaging session to the WhatsApp voice channel. |
| (Recommended) [Setup calling hours](https://help.salesforce.com/s/articleView?id=service.afcc_sv_calling_hours.htm&type=5&language=en_US) | Define the hours that you're available to receive calls from your customers. |

## Ready to activate your channel?

After you complete the items on this checklist, you can [activate your channel](https://help.salesforce.com/s/articleView?id=service.afcc_sv_whatsapp_channel.htm&type=5&language=en_US) to start receiving calls.