It is now possible to make voice calls in Customer Service, allowing companies to place calls directly through conversation flows.
Receive a WhatsApp Call
To receive a WhatsApp call from your customer:
- Go to Zenvia Customer Cloud > Customer Service > Inbox.
- In an open conversation, click the phone icon on the right side and select Receive a WhatsApp call.
A message called Send invitation to call will be displayed. If you are ready, click Confirm. Otherwise, click Cancel.
After clicking Confirm, the customer receives the following WhatsApp message:
“We can provide this service through a voice call. Click the button below whenever you want to start the call.”
Along with the Start Call button.
You will then see the message Receiving a WhatsApp voice call, where you can:
- Answer the call (green phone icon);
- Decline the call (red phone icon);
- Mute the call or hang up at any time.
💡 Tips: A company can send a maximum of:
- 1 permission request every 24 hours;
- 2 permission requests within a 7-day period.
This limit is reset whenever a connected call takes place between the company and the customer.
The permission request expires in the following situations:
- After a connected call between the company and the customer;
- When the customer grants permission;
- 72 hours after the permission has been accepted or declined;
- 72 hours after the request is sent if the customer does not respond.
Done! Now you know how to enable WhatsApp voice calls in Customer Service.