WhatsApp Calling allows companies to make and receive voice calls directly through WhatsApp, using verified business numbers integrated with Zenvia Customer Cloud.
With this feature, the conversation no longer needs to leave the digital environment: text messages and voice calls become part of the same service or sales journey, with a centralized history.
WhatsApp Calling is available in the support service module of Customer Cloud, expanding customer engagement possibilities.
When to use WhatsApp Calling
WhatsApp Calling is recommended for situations where text-based conversations are not enough or may cause delays, such as:
- Resolving more complex issues,
- Cases that require detailed explanations,
- Consultative sales or negotiations,
- Situations where speed of communication is essential.
By using voice calls via WhatsApp, the company maintains the conversation context and reduces customer effort.
Key benefits
For the company
- Higher answer rates: Calls made via WhatsApp Business are identified as verified, increasing customer trust.
- Greater operational efficiency: Complex cases can be resolved faster through voice, reducing average handling time.
- Unified journey view: Text and voice interactions are recorded in the same service or negotiation history.
For the end customer
- More trust: Customers recognize that the call comes from an official company channel.
- Less friction: There is no need to switch between apps, unknown numbers, or traditional phone calls.
- More agile and human service: Voice complements message-based conversations when needed.
WhatsApp Calling vs. traditional telephony
Important information
- Incoming calls (initiated by the customer) are not charged by Meta.
- Call quality depends on the user’s internet connection and WhatsApp infrastructure.
- WhatsApp Calling usage and billing rules follow Meta’s policies and may change over time.