WhatsApp Calling in Inbox

To help businesses communicate more effectively with customers, WhatsApp voice calling has been integrated into the Inbox. For an overview of WhatsApp Calling, please refer to:

Overview

This article focuses on how to make and receive voice calls with customers directly from the Inbox.

Invite Customers to Call in

When text messages are not sufficient during a conversation, you can invite the customer to start a voice call, allowing you to resolve issues faster and more efficiently.

Inbound calls are free of charge.

1. Send a Call Invitation

Entry point:

Click WhatsApp Calling > Ask customer to call

Enter the reason for the call. After confirming the information, click Send.

Once sent, the customer will receive a call invitation message on their phone, as shown below. The customer can initiate the call by tapping the Call button.

2. Answer an Incoming Call

When the customer starts a voice call using the invitation link you sent, you will see a notification in the Inbox.

Click Answer to accept the call and start the conversation.

Make an Outbound Call

Before making an outbound call, you must have permission to place calls using the business phone number. Please refer to the relevant documentation for more details.

⚠️ Outbound voice calls are chargeable.

For pricing details, please visit: https://www.ycloud.com/pricing#price-table

1. Request for Calling permission

Entry point:

Click WhatsApp Calling > Call out

YCloud will guide you to first send a call request message to the customer.

2. Receive Authorization

Once the customer grants permission, you will receive a system notification in the Inbox.

3. Start the Ountbound Call

After authorization is granted, click the Call out button again to initiate the outbound voice call.

View Call Records

Open the Call Records panel on the right-hand side of the Inbox to view detailed call logs, including call status and duration.