December 25, 2024 Inbound Calling is Now Available

Meta's Calling API is now available! This new feature will allow businesses to use WhatsApp voice to initiate more direct conversations with customers. Customers can seamlessly upgrade from chat to voice without leaving WhatsApp. What value can Calling bring to you? Enhance the customer support experience on WhatsApp Allow customers to talk to enterprise customer service representatives by clicking the "Call" button (configurable) or clicking the "Call" button on the message template. Helps to help customers solve problems more efficiently. More effective lead conversion Accelerate customer conversion and convert more potential customers through direct voice communication and WhatsApp rich media messaging during and after calls. Inbound Calling page function is launched Calling related configuration You can control whether this feature is enabled. After it is turned off, users will not be able to initiate calls to you through this feature You can control whether the call button next to the user's WhatsApp avatar is displayed. If the button is hidden, users will not be able to initiate calls to you by clicking the button, nor will they be able to initiate calls to you through any historical session records. When you are worried about receiving a large number of unnecessary user calls, you can hide the button to avoid such situations You can also set different call allocation rules, currently supporting random allocation or allocation based on the workload of the day Agents interface Both administrators and regular agents can improve work efficiency by using the Calling page function reasonably Seats can be set online/offline status Agents can see historical call history in the list Click the "Chat" button on the phone to switch to the corresponding user's Inbox chat page, and have rich interactions on demand while keeping the call Each call can be marked for easy classification and management of subsequent calls During or after the call, the agent can add a summary to the call, condense the call content, or record subsequent to-do items The administrator can access the Calling logs menu to view the historical call records of all agents, and supports clicking to view specific call details, which provides great convenience for managing calls Inbound Calling API interface is available We have packaged the incoming call interface for you, including multiple functions such as pre-answering calls, answering calls, rejecting calls, hanging up conversations, etc. In addition, we also provide nanny-style documentation for Streaming Media access and local test demos! We provide you with smooth API access services. How to enable the Calling function? Note: Due to the limitations of the current version of Meta, Calling is currently only available to users whose WhatsApp business numbers belong to the following countries: Brazil, Mexico, India, or Indonesia. Please communicate your needs (such as page functionality or API access) with the Customer Manager in advance and let us know your call scenario, such as: Services: Client Server upgrades that require real-time voice interaction, such as complex queries, support and troubleshooting, and customer care solutions Marketing/Sales: Complex sales and marketing calls, such as real estate or automobiles Reminder Notifications: For example, express/takeout voice calls Then, your Customer Manager will activate the corresponding service for you. How is the calling function charged? Our internal test will last until December 31, 2024. Before the end of the internal test, YCloud will provide a certain amount of free test quota. After the quota is consumed, it will be charged according to the official WhatsApp voice rate. The specific amount can be determined after communicating with your Customer Manager. Other common Q & A Q1: Does the Calling function support both incoming and outgoing calls? A1: Yes. The Outbound calling feature is still under development, but it should be noted that enterprises must obtain the user's permission when they want to make outbound calls. A call permission request can only be sent when an existing marketing, utility, authentication, service, or free entry point conversation is open. Q2: Does WhatsApp Business Calling API support video calls? A2: Video calls are not currently supported in this version. Q3: When will the WhatsApp Business Calling API be fully launched? A3: Meta's goal is to fully launch the WhatsApp Business Calling API next year, so we have reason to expect the full launch of the Calling API in 2025.