Social CX WhatsApp Calling

Voice calls inside WhatsApp

Add voice to the channel your customers already use: inbound and outbound WhatsApp calls, handled from Social CX and logged in the same case as the chat.

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Voice calls inside WhatsApp

We have advised major brands in 16 countries

  • Abbott
  • AFP Capital
  • AFP Habitat
  • Avon
  • Banco General
  • Banco Promerica
  • Caja Los Andes
  • Cargo Expreso
  • Castaño
  • Cencosud
  • Chilexpress
  • Claro
  • Coca-Cola Andina
  • D&C
  • Econorent
  • Entel
  • Froneri
  • Global Bank
  • Izipay
  • LATAM Airlines
  • L'Oréal
  • Mallplaza
  • Manpower
  • Niu
  • Posadas
  • RAC Asistencia
  • Ripley
  • Simmons
  • SMU
  • SURA
  • Telefónica
  • Transbank
  • Tur-Bus
  • Universidad de Las Américas
  • Universidad Tecnológica del Perú
  • Vivo
  • WOM

Why add WhatsApp Calling to your service

  • More conversion

    You combine text and voice in your customers’ favorite channel, without switching apps.

  • Control and security

    Calls always with customer consent, regulated by Meta, with no spam.

  • Centralized operation

    Calls and chats in the Social CX console, with unified metrics.

  • Trust and warmth

    Voice adds a human touch and strengthens the relationship with your brand.

How it works

  1. 1

    The customer taps Call

    From the WhatsApp chat, a button in a template or a link on your website.

  2. 2

    A bot or an agent answers

    A voicebot can resolve first, or the call goes straight to an agent in Social CX.

  3. 3

    The call stays in the case

    Messages and calls in the same history and customer profile.

  4. 4

    After hours, a callback

    If no agent is online, the system handles a return call or message.

Features

  • Call button in chat

    Inbound and outbound voice templates inside WhatsApp, plus a deep link from your website.

  • Unified history

    Messages and calls in the same case and in the customer profile.

  • Automated callbacks

    Automatic return calls or messages outside business hours.

  • Escalate to AI or IVR

    Real-time voicebots with handoff to a human agent when the customer asks.

  • Call recording

    Recorded calls are linked to the conversation for quality control.

  • Call reporting

    Time in bot, in queue and with an agent for every call.

Use cases

  • Banking and insurance

    Identity checks and policy questions with the warmth of a voice.

  • Retail and e-commerce

    Purchase advice and complaints handled by phone without leaving WhatsApp.

  • Telco

    Advanced technical support with full traceability.

  • Healthcare

    Appointment confirmations and immediate guidance for patients.

Frequently asked questions

Does the customer need to install anything?

No. The call happens inside WhatsApp, with no extra platforms or downloads.

Can I call any customer?

Outbound calls require the customer’s consent, according to Meta’s rules.

Can a voice bot answer?

Yes. A voicebot can answer first and hand off to an agent when the customer asks.

Where are calls logged?

In the same case and customer profile as their WhatsApp messages, inside Social CX.

Related products

Connect with your customers by voice

Book a call and we’ll show you WhatsApp Calling working in your operation.

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