WhatsApp voice calls have made customer communication more seamless, enabling businesses and customers to connect in real-time from anywhere in the world. But how can businesses make the most of this feature? This blog breaks down everything you need to know about WhatsApp voice calls, its benefits, key use cases and how to access the new WhatsApp Business Calling API.
What Is a WhatsApp Voice Call?
WhatsApp voice call is a feature that allows customers and businesses to make high-quality audio calls over WhatsApp, eliminating traditional phone call charges. Unlike regular phone calls, WhatsApp voice calls rely on an internet connection, offering flexibility, cost efficiency and more.
Everything You Need to Know About WhatsApp Voice Calls
In this section, we’ll detail everything you need to know about making calls on both the Business App and API.
WhatsApp Business App
Making calls using the WhatsApp Business App is straightforward. You can call any number in your contact list without any costs. All you need is an internet connection and you’re good to go.
How WhatsApp Voice Calls Work on the Business App
For businesses using the WhatsApp Business App to communicate with customers, making a voice call is easy. All you have to do is click on the call icon at the top right corner of the chat inbox to call customers and customers can do the same on their WhatsApp App. There are no restrictions or limitations involved, unlike the API.
WhatsApp Business API
To make calls using the WhatsApp API, there are 3 main things you should know: The type of calls, the availability of Whatsapp business calling API in your region and how calls are charged. Let’s dive into each of them.
WhatsApp Business Calling API: Types of Calls
The WhatsApp business calling API supports two types of calls:
Outbound Calls (Business-Initiated): Calls initiated by the business, which require user permission beforehand.
Inbound Calls (User-Initiated): Calls initiated by the customers to a business.
Now, let’s look at how these calls work.
How WhatsApp Voice Calls Work: 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.
How WhatsApp Voice Calls Work: 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.
Who can Use WhatsApp Business Calling API?
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 clear inbound and outbound calling use cases, 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.
WhatsApp Business Calling API Pricing
Calls via the API are charged based on various factors. Here’s a breakdown:
Call Type: The charges vary based on the type of call, business initiated or user initiated. user-initiated calls are typically cheaper than business-initiated calls.
Region: Costs vary depending on the country code of the customer calling or being called.
Usage-Based Rates: Rates are time-based and calculated per second.
Now that you know everything about WhatsApp voice calls, let’s explore how this feature 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 Voice Calls
WhatsApp voice calls offer several advantages that enhance business communication, improve customer engagement and streamline operations. Here’s how businesses can benefit:
Seamless Chat to Voice Transition
Using WhatsApp voice calls in your sales journey ensures a seamless transition between chat and calls. As both chat and voice happen in one place, businesses can have a comprehensive view of customer interactions. It simplifies lead tracking and management while equipping agents with valuable insights to influence lead and customer decision-making.
Efficient Sales Communication
As WhatsApp voice calls allow businesses to be more accessible, leads and customers can quickly resolve critical inquiries and issues through direct calls. Businesses can also proactively request calls to address concerns efficiently. With the real-time nature of calls, businesses can speed up the sales process by contacting leads when their interest is at its peak, accelerate decision-making and push them toward conversion.
Cost-Effective Calls
WhatsApp voice calls eliminate the need for expensive international call rates as they leverage internet connectivity. While calls made through the WhatsApp Business App are free, note that API usage incurs charges, as mentioned in the previous section.
Next, let's explore how you can use WhatsApp voice calls.
WhatsApp Voice Call Use Cases
WhatsApp voice calls can be used in various scenarios to enhance business operations and customer interactions. Below are some of the key ways businesses can use WhatsApp calls effectively.
Lead Generation and Nurturing
WhatsApp voice 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 voice 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 voice 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.
How to Join the WhatsApp Business Calling API Beta Program
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 Business 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
What is WhatsApp voice call?
WhatsApp voice call is a feature that enables real-time audio communication between users via the WhatsApp App, WhatsApp Business App and API.
Are WhatsApp voice calls secure?
Voice calls are secure and follow Meta’s business messaging privacy and data policies.
Can WhatsApp voice calls be used for international communication?
Yes, just as users can chat with international contacts, they can also make international calls.
How much do WhatsApp calls cost?
Voice calls via the WhatsApp Business App are free, while API usage costs depend on the type of call, region and per-minute usage.
How can I activate voice calling?
Voice calling is automatically enabled for WhatsApp Business App users. For the API, businesses need to integrate the feature through a WhatsApp Business service provider like respond.io.
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