Starting with Inbox Calls

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IMPORTANT

The Inbox Admin or Inbox Manager must enable the corresponding permission (Enable voice calls) for the Inbox Agent before this agent can make phone calls.

Also, this agent must be assigned with an extension to be able to make WhatsApp Business or VoIP calls.

To start with Inbox calls:

1. Click on your name in the upper right panel.
2. Then, select Messages Inbox.

3. Your Dialer Inbox opens with the built-in Softphone application ready to make calls.

Initiating VoIP Calls

1. Create a new conversation or open the existing one. In the upper right, you will see the Call button:

2. Click the button to open the drop-down list of Click2Call channels. Select the sender you want to make a call from:

Initiating WhatsApp Business Calls

1. Create a new conversation or open the existing one.

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IMPORTANT

To comply with WhatsApp’s communication policies, initiating a WhatsApp Business call requires a pre-approved template to request call permission from the contact/lead. The user must approve the call for a limited or indefinite time before the agent is able to see and use the WhatsApp Call button.

To request such call permission, the agent must send a short WhatsApp message using an event template to trigger a request-a-call message asking for customer consent, for example:

See the WhatsApp Calls article for more details about the WhatsApp Business Calling feature.

To learn more about how to create and manage WhatsApp Business templates, check the Creating WhatsApp Business Channels page.

2. After a contact/lead approves this call, you will see the following notification which means you have the permission to call this lead:

3. If a contact/lead rejects the permission request, you will see the following message:

4. Once a contact/lead replies or grants permission, in the upper right, you will see the WhatsApp Call Click2Call button:

5. Click the button and choose the sender from the drop-down list:

Making Voice Calls

1. After you select the sender, an incoming call will be placed to your Softphone and you will see the WhatsApp Call button change to Ringing:

2. When you click to answer the call, it will appear on the customer phone and you will hear a calling sound; then get a chat notification when a contact/lead answers:

The following notifications are possible:

• BUSY: When the agent is rejecting/not answering the first call:

• FAILED: When a contact/lead is not answering the call:

• ON CALL: When both sides answer the call and until someone hangs up:

• ANSWERED: After the call is finished, you will see this state and the duration of the finished call:

3. When a contact's/lead's consent gets expired, you will see the following message which means you must initiate a new WhatsApp Business call: