Upgrading from the WhatsApp Business App to the API gives businesses access to valuable features like advanced automation, expanded broadcast contact limit and more. However, one feature that has been on the business's wishlist is the ability to make calls through the API.
The good news? WhatsApp API calls are now available, empowering businesses to take customer communication to the next level. In this article, we’ll learn what WhatsApp Business Calling API is, how it works, its benefits and how you can get started.
What is a WhatsApp API Call?
WhatsApp Business Calling API or WhatsApp API calls give businesses the ability to make and receive voice calls with their customers, enhancing real-time communication via WhatsApp API.
This means that businesses can now call contacts directly to expedite deals, resolve issues promptly and maintain seamless interactions—all within the WhatsApp API and respond.io ecosystem. But how do the calls actually work?
How Does WhatsApp Business Calling API Work
WhatsApp API calls prioritize customer privacy by ensuring that businesses cannot initiate calls without prior consent. It includes two types of calls, business-initiated and user-initiated, which we’ll elaborate on below.
Business-Initiated Calls
To initiate a call, businesses must send a permission request during an active Marketing, Utility, Authentication, Service or Free Entry Point conversation.
A business can send up to one permission request within 24 hours and two permission requests over seven days.
These limits reset once a call between the business and the customer is successfully connected.
After the contact grants permission, the business must make the call within 72 hours.
User-Initiated Calls
User-initiated calls are straightforward. Customers can start a call by clicking the call button in their WhatsApp app, through deep links embedded on business websites, apps or QR codes or via interactive messages with a click-to-call action. Businesses can choose to accept or decline these calls.
Now that you know how they work, let’s take a look at how they can benefit your business.
Turn conversations into customers with respond.io's official WhatsApp API. ✨
Manage WhatsApp calls and chats in one place!
Benefits of WhatsApp API Calls
Imagine you’re chatting with a high-value lead, trying to keep them engaged and interested in your product, but you can sense they might suddenly stop replying. While chat alone can keep the conversation going, having the ability to make a call at your fingertips can make all the difference.
A quick call at the right moment allows both you and your lead to connect instantly, turning uncertainty into valuable opportunities. Once on a call, you can engage in personalized, real-time conversations that leave a strong impression.
Whether it’s walking them through your offerings or addressing concerns about the offerings, the immediacy allows you to guide leads toward conversion, close deals faster and enhance their experience communicating with your business.
Additionally, consolidating all calls and chats in one platform eliminates the need for external VoIP or landline solutions. This unified approach streamlines communication workflows, saves resources and improves operational efficiency.
Key Use Cases for WhatsApp API Calls
WhatsApp API calls can be employed in various scenarios to enhance business operations and customer interactions. Below are some of the key ways businesses can use WhatsApp API calls effectively.
Lead Generation and Nurturing
WhatsApp API calls enable businesses to connect with potential customers when their interest is at its peak. When a prospect reaches out or shows curiosity about a product or service, a quick call can help businesses capture their attention, clarify questions and establish trust. This immediate engagement ensures leads don't lose interest or move on to competitors.
If a lead needs more time to decide, businesses can schedule follow-up calls to provide additional guidance, build trust and nurture the relationship through the sales funnel. As a result, businesses can enhance lead confidence and increase the likelihood of conversion.
Sales and Consultations
For businesses offering products or services that require personalized consultations, WhatsApp API calls enable seamless one-on-one engagement. Sales teams can provide tailored product recommendations, address specific customer needs and resolve objections in real time.
This immediacy accelerates the decision-making process, allowing leads to move confidently toward conversion. At the same time, businesses can foster trust and rapport, creating stronger relationships and driving higher success rates in closing deals.
After Sales Service
Enhancing customer loyalty goes beyond the point of sale. With WhatsApp API calls, businesses can offer seamless after-sales support, such as troubleshooting, maintenance scheduling or feedback collection. This level of service strengthens customer relationships and encourages repeat business and positive word-of-mouth referrals.
Getting Started with WhatsApp API Calls
Now that you have all the information you need, let's look at who can use WhatsApp API calls and how to get started.
Who Can Use WhatsApp API Calls?
Businesses already using WhatsApp messaging with at least one verified sender/number can now enhance their communication capabilities by adding voice calls. However, WhatsApp API calls are currently only available for businesses in Brazil, India, Mexico and Indonesia.
To leverage this feature effectively, businesses should have a clear inbound and outbound calling use case, such as:
Resolving customer service escalations
Conducting complex sales or marketing calls
Utility calls for last-mile communication, such as customers calling delivery drivers to confirm or adjust orders.
How to Get Started?
The first step is to apply for access to the WhatsApp API Voice Calling Beta program. To get started, reach out to a WhatsApp Business Solution Provider (BSP) like respond.io.
As one of the beta providers offering the WhatsApp Calling API, respond.io provides early access to the calling feature, giving you the opportunity to unify your calls and chats in one platform.
Turn conversations into customers with respond.io's official WhatsApp API. ✨
Manage WhatsApp calls and chats in one place!
Frequently Asked Questions
Does WhatsApp Business Calling API support video calls?
Currently, video calls are not included in the beta version of the WhatsApp Business Calling API.
Do businesses need permission to call customers on WhatsApp?
Yes, businesses must obtain user permission before making a call. Permission can only be requested during an active Marketing, Utility, Authentication, Service or Free Entry Point conversation.
Can customers make international calls using the WhatsApp Business Calling API?
Yes, just as users can chat with international contacts, they can also make international calls using the API.
When will the WhatsApp Business Calling API be generally available?
Meta plans to make the WhatsApp Business Calling API widely available in 2025. However, the timeline may change depending on the progress of the beta testing phase.
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