As per a report, 76% of all consumers prefer phone calls for customer support.
Now imagine being able to call your customers on WhatsApp and resolving their queries, driving sales & providing quality support in real-time in a one-to-one telephonic conversation!
The future of WhatsApp marketing is here and it looks really bright!
Introducing WhatsApp Business API calling beta update!
Now, what is WhatsApp Business API calling? Do businesses like yours even need it? How does it even work? What are the potential use cases? And, when will this feature go live?
Let's answer all these questions in this blog.
So, let's get rolling!
Table of Content
What is WhatsApp Business API calling
Benefits
How it works
Real world use cases
How Policy bazar is using WhatsApp API calling
Expected roll out date
What is WhatsApp Business API calling?
WhatsApp Business API Calling is a beta feature introduced by Meta that brings Voice-over-IP (VoIP) calls to WhatsApp, allowing businesses using WhatsApp API to make calls and be called by customers right within WhatsApp!
Key Features:
- Direct Customer Connection: Enable customers to tap the call icon on WhatsApp and connect instantly with businesses.
- Deep Linking: Use smart deep links on your website or app to route customers directly to a dedicated department or agent.
- Strict Permission Protocols: You, as a business can place outbound calls to customers only after obtaining consent/ opt-in to make the call.
Why it matters: Benefits for businesses and customers
WhatsApp calling offers benefits for both - Businesses and customers.
Let's have a closer look at how this feature will revolutionize the way businesses connect with customers on WhatsApp.
Benefits of WhatsApp API calling for Customers
- Convenience: Get accurate response to complex queries in a snapshot over a WhatsApp call.
- Quick resolution for complex queries: Get real-time answers to complex queries with just a tap, reducing the back-and-forth of text.
- Stronger personal connection: A direct voice call adds a touch of personalization, warmth and builds trust, especially for high-value or sensitive issues. This is crucial for businesses across healthcare, banking and fintech industries.
Benefits of WhatsApp API calling for businesses
- Easy accessibility: Over 2 billion minutes worth of calls are made on WhatsApp everyday, making it a highly accessible and acceptable channel of communication.
- Enhanced Lead Nurturing: Qualify and nurture leads seamlessly combining the power of WhatsApp calling and chatbot automation.
- Improved Branding: Show off your verified business profile with your logo and blue tick, reinforcing your brand’s credibility.
- Higher conversions: The combination of text and WhatsApp calling can effectively boost your conversion rate and help you close deals 3x faster than just relying on text messages.
- Cost-Effective Scaling: Easily drive 5-7x ROI when you connect with customers over call and scale your voice communications efficiently as your customer base grows.
- Reduced miscommunication: A one-to-one live telephonic conversation significantly reduces the chances of miscommunication to customers and helps you speedily resolve their queries.
How does WhatsApp Business API calling work?
- Initiate a Call:
Customers tap the call icon in the chat instantly connecting them to the right agent. - Voice Response (IVR):
Customize their experience with IVR menus that let users choose options via a numeric keypad—right within WhatsApp. - Outbound Calling (with Permission):
With consent or opt-in, your team can call customers directly for follow-ups, support, or consultations. - Compliance & Security:
Strict guidelines ensure that calls are initiated only with customer permission, protecting privacy and preventing spam.
Note: While this beta update supports voice calls, video calling and PSTN integration are not available yet. Call recording isn’t natively supported but can be enabled via third-party integrations if needed.
Real world use cases of WhatsApp Calling for businesses
How can you use WhatsApp calling for your business? The possibilities are limitless.
Here are some awesome real-world industry use cases of WhatsApp calling for businesses:
- Customer Support
Whether you're a fintech, edtech, travel or healthcare business, you can easily answer all complex customer queries via call that might not resolve easily via chatbot automation. A quick WhatsApp call can resolve such queries faster than endless text messages.
- Sales and Consultations
Businesses can seamlessly transition from a text conversation to a voice call when customers need detailed product explanations or personal advice, helping build trust and close deals faster.
- Order Confirmations and Updates
Confirm orders, verify details, or provide live updates on delivery statuses—all with the reassuring sound of a live agent.
- Lead Generation and Nurturing
Follow up with prospects using personalized WhatsApp calls that guide them through the buying process, especially for high-value purchases.
How Policy Bazaar is using WhatsApp Business API calling beta
You'll be happy to know that Policy Bazaar, one of India's largest insurance policies companies is already live with WhatsApp Business API calling beta update.
They are using WhatsApp calling to build an end-to-end sales journey right within WhatsApp.
Here's a snapshot of how Policy Bazaar is using WhatsApp calling for their business, shared by Mr Shubham Choudhary, Deputy BU Head captured at our event Evolve!
When will WhatsApp Business API calling beta go live?
There's no confirmed date when the feature will be available to all businesses in general! It might release in the 3rd or 4th quarter of 2025!
Like always, AiSensy clients will be one of the firsts to gain exclusive access to WhatsApp calling feature and reap the benefits that come along with becoming the first in their industry to implement this innovative feature.
We'll update you here itself with latest updates on WhatsApp Business API calling.
Checkout Useful Resources
Top 10 WhatsApp Business API Benefits every Marketer must know
WhatsApp for Business: 10 Effective tools & strategies
How to create Free WhatsApp Chatbot Code-free
Top 12 WhatsApp Business API Use Cases
WhatsApp API calling FAQs
WhatsApp Business API calling is a beta feature from Meta that integrates voice calling into the WhatsApp Business Platform, allowing businesses using WhatsApp API to make and receive calls within WhatsApp.
By combining text and voice interactions, WhatsApp calling lets businesses resolve issues faster, provide personalized assistance, and maintain a seamless conversation history - all on WhatsApp.
Yes! Explicit customer consent is required before initiating any outbound calls to ensure privacy and compliance with WhatsApp policies.
WhatsApp Business API Calling is currently available in select markets, including Brazil, India, Mexico, and Indonesia. As the beta evolves, we can expect broader availability in the near future.
Absolutely! AiSensy enable seamless CRM integration, centralizing all customer communications for a holistic view.
