You can now make voice calls during support interactions, allowing companies to place voice calls directly through conversation flows.

How can voice calls be initiated?

Voice calls via WhatsApp can happen in two ways:

• Receive a call through WhatsApp: allows your customer to call you.
• Make a call through WhatsApp: allows you to call your customer, if they allow it.

Receiving a call through WhatsApp

To receive a WhatsApp call from your customer:

Go to Zenvia Customer Cloud > Support Service > Inbox.

• In an open conversation, click the phone icon on the right side and select Receive call through WhatsApp.
• You will then see the message Send call invitation. If you are ready, click Confirm, or click Cancel.
• By clicking Confirm, a message is sent to the customer’s WhatsApp saying: "We can carry out this support through a voice call. Click the button below whenever you want to start the call," with the button Start call.
• You will then see the message Receiving voice call through WhatsApp, where you can answer (green phone icon) or decline (red phone icon). You can also mute or hang up at any time.

💡 Tips:  A company can send at most:

• 1 permission request every 24 hours.
• 2 permission requests within 7 days.

This limit resets whenever a connected call is made between the company and the customer.

Permission requests expire in the following situations:

• After a connected call between company and customer.
• When the customer grants permission.
• 72 hours after permission is accepted or declined.
• 72 hours after the request is sent if the customer does not respond.

Making a call through WhatsApp

Go to Zenvia Customer Cloud > Support Service > Inbox.

In an open conversation, click the phone icon and choose Make call through WhatsApp.

When selecting this option, the message Request authorization to call will appear.

If you want to authorize the voice call, click Confirm. If not, click Cancel.

By confirming, you authorize the contact to make a voice call within the next 3 days. In WhatsApp, the message “Can Zenvia (company name) call you?” is shown.

Then click Set preferences. You can choose to Temporarily enable calls or Not enable calls.

By choosing Temporarily enable calls, you will have 7 consecutive days from activation to make calls, with up to 5 calls allowed. Remember that you can still accept or decline the voice call.

💡 Tip: At the end of the voice call — whether completed or not — the company will receive the call recording.

Exporting the report

You can export a report containing all calls and recordings for more detailed analysis. To do this, when creating the report, set the Report type to WhatsApp Calls, and include the column Call recording URL (voice). Finally, click Export report to generate the voice call information.

All set! Now you know how to enable, request, and manage voice calls via WhatsApp!