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FUNNELSTREAMS

Conversations · 2 min read

WhatsApp Calling

WhatsApp calling lets you talk to customers on WhatsApp right from FunnelStreams. You can:
  • Make and receive WhatsApp calls without switching apps
  • See call history next to chat messages
  • Manage call permissions in one place

Requirements

  • Your WhatsApp number works with Meta's WhatsApp Business platform.
  • Calling doesn't work with coexistence numbers (the same number in the WhatsApp Business app and FunnelStreams).
  • Your business can send at least 2,000 business-started conversations in a rolling 24 hours.
  • To turn it on, complete the WhatsApp calling activation request for your account.

Where it's available

Calling is available in most countries, but not when your business or your customer is in the United States, Canada, Turkey, Egypt, Vietnam, or Nigeria.

Inbound calls

When a customer calls you on WhatsApp, you'll see an alert in FunnelStreams and can answer right there. Afterward, the time, length, and outcome are saved to the contact.

Set up calling

  1. Go to Settings > WhatsApp > Calling.
  2. Find the number and click Manage.
  3. Give it a friendly name, like "Sales Team".
  4. Under Ring WhatsApp Calls To, add the team members who should get calls.
  5. Turn on Allow Voice Calls.
  6. Turn on Display Call Button so customers see a call option on your WhatsApp business profile.
  7. Set Available Callers and Temporarily Unavailable Callers to match your team's schedule.

Get permission to call

WhatsApp requires each customer to agree before you can call them.
  1. Go to Settings > WhatsApp > Templates and create a template asking for call permission.
  2. Under call-to-action buttons, choose WhatsApp Call Permissions.
  3. Customers tap the button to allow calls for a set time or with no limit. You can set 1, 7, 15, or 30 days.

Make and take calls

  1. Go to Conversations, open a contact, and choose WhatsApp.
  2. Send your call permission template.
  3. Once they agree, their status shows Call permissions active indefinitely, or how long they chose.
  4. Call them. During or after the call, you can end it and add a disposition to log the outcome.
Customers can also call you by tapping the call button on your WhatsApp business profile.

Choose where calls ring

  1. Go to Settings > My Staff, find the team member, and click Edit.
  2. Open Calling & Voicemail.
  3. Set Default Channel for WhatsApp Calls to Mobile App (rings on their phone in the FunnelStreams mobile app) or Web App (rings in the browser).

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