What is WhatsApp Business Voice?
WhatsApp Business Voice enables businesses to make voice calls directly through the WhatsApp Business Platform. It extends the traditional text-based interaction on WhatsApp to real-time voice communication, allowing brands to talk to customers personally—without needing a separate phone line or app.
It combines the reliability of WhatsApp with the familiarity of a phone call.
How It Works
WhatsApp Voice is not yet universally available via the WhatsApp Cloud API, but it’s being tested in certain markets. Where enabled (mostly through beta or select partners):
- Agents initiate voice calls via the WhatsApp interface.
- Calls are VoIP-based, using the internet, not traditional telecom lines.
- Customers receive the call through their regular WhatsApp app.
- Audio quality is optimized for low bandwidth settings.
You must have:
- An approved WhatsApp Business API account.
- A verified phone number.
- A voice-enabled setup via a provider or BSP (Business Solution Provider).
Key Features
Feature Description
-One-click calling
Make calls directly from the WhatsApp interface (web/app).
-End-to-end encryption
Like WhatsApp messages, voice calls are secure and encrypted.
-Call reporting (via BSP)
Some providers offer call logs, duration, and status.
-Switch from chat to voice
Elevate ongoing chats into calls when needed.
-No airtime needed
Works over internet—ideal for regions with poor voice coverage.
Benefits for Businesses
- Humanize communication: Talk to customers, not just text.
- Resolve complex issues faster: Voice is more efficient for detailed queries.
- Cut cost: No need for telecom airtime, PBX systems, or call centers.
- Boost trust: Personalized calls build stronger relationships.
- Improve accessibility: Some users prefer talking over typing, especially in low-literacy regions.
Use Cases
- Customer support: Quickly resolve issues with live assistance.
- Sales calls: Convert warm leads by walking them through offerings.
- KYC/Verification: Validate user identity or details with real-time calls.
- Debt collection/reminders: Make courteous, personalized payment follow-ups.
- Coaching/consultation: Offer voice-based sessions or services on demand.
Getting Started
To use WhatsApp Business Voice:
- Create a WhatsApp Business API account.
- Partner with a BSP that supports voice (e.g. HelloDuty).
- Ensure your number is verified and hosted.
- Configure call workflows (e.g., chat escalation, agent routing).
- Train agents on voice etiquette and real-time problem-solving.
- Test voice quality under different network conditions.
How HelloDuty Can Help
At HelloDuty, we offer WhatsApp Business Platform integration with voice call capabilities (where supported), allowing your team to:
- Initiate and receive WhatsApp calls directly from the dashboard
- Track call logs and durations
- Combine voice with bulk messaging and chatbots
- Scale support without investing in telecom hardware
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