WhatsApp Calls

WhatsApp Calls lets your team make and receive WhatsApp voice calls with customers directly in Resool, from the browser, next to the chat history. Customers call your business number from WhatsApp and any available agent can answer; agents can also call customers who have given permission. Calls can be recorded, and every call is listed in the Inbox's Calls tab and in the conversation, so nothing gets lost between chat and voice.

#Before you begin

• Connect your WhatsApp number. See WhatsApp Quick Start.
• Only Owners and Admins (or a custom role with Connect and configure channels) can change call settings.
• To make or answer calls, you need permission to reply in the Inbox, a microphone, and a browser that's allowed to use it.
• Check the regional rules. Customer-initiated calls are supported worldwide. Business-initiated calls aren't available in the U.S., Nigeria, Canada, Vietnam and Turkey, or for numbers from sanctioned regions. In some regions, such as the UAE, Saudi Arabia, Qatar and Egypt, call reliability may vary because of local restrictions.

#How to turn on WhatsApp Calls

1. Go to Settings › Channels and click Manage on your WhatsApp channel.
2. Open the WhatsApp Calls tab.
3. Turn on Enable WhatsApp Calls. If it's off, nobody in your workspace can make or receive WhatsApp calls on this number.
4. Choose the other options:
   • Allow Contacts to call you: customers see the call icon in WhatsApp and can call you. If it's off, they can't call you, but you can still call them.
   • Allow auto permission requests: if you miss a customer's call, they can give you permission to call them back automatically.
   • Call recording: record calls to review them later. Then choose:
   • Manual recording: agents start, pause and resume recording during the call.
   • Automatic recording: every call is recorded; only teammates who can manage channels can pause it.

Each switch is saved as soon as you change it.

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Settings › Channels › a WhatsApp channel › WhatsApp Calls

The WhatsApp Calls tab with the regions notice, Enable WhatsApp Calls on, Allow Contacts to call you on, Allow auto permission requests on, and Call recording on with Manual recording selected.

File: screenshots/whatsapp-calls-settings.png

#How to call a customer

WhatsApp only lets a business call a customer who has given permission. Resool asks for it for you.

1. Open the customer's WhatsApp conversation in the Inbox. The contact needs a phone number.
2. Click the Call button (phone icon) in the conversation header.
3. The menu shows WhatsApp Call via and your channel name, and the customer's number:
   • If the customer allows calls, click Call.
   • If not, click Request permission. The customer gets a WhatsApp message with Allow and Don't Allow buttons. When they allow it, the menu shows Calls allowed or Calls allowed until a date, and you can call.

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Inbox › a WhatsApp conversation › Call button in the header

The call popover with "WhatsApp Call via Sales WhatsApp", the number "Call +971 50 …", the Call button and the line "Calls allowed until 30 Oct", plus "Copy number".

File: screenshots/whatsapp-calls-call-menu.png

1. While the call rings you see Calling…, then a timer once it's answered. During the call you can Mute, start or pause the recording, and Hang up.

#How to answer a call

When a customer calls, an Incoming call card appears in the corner of Resool with the customer's name and number, and a ringtone plays.

1. Click Answer (green) to take the call, or Decline (red).
2. The first time, allow your browser to use the microphone.
3. During the call, use Mute, Record (when recording is on) and Hang up.

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Any page in Resool while a customer is calling

The Incoming call card in the corner with the contact's avatar, name and number, and the red Decline and green Answer buttons; a second ringing call shown as "+1 more".

File: screenshots/whatsapp-calls-incoming.png

When several customers call at once, click +{n} more, or open Incoming Calls in the Inbox views. The Incoming Calls panel has three tabs: All, Assigned to me and Unassigned, so each agent can pick up the calls meant for them.

#How to review calls in the Calls tab

1. Go to the Inbox and click the Calls tab at the top.
2. Each row shows the contact, whether the call was incoming or outgoing, when it happened and how it ended, for example Missed call, No answer or Answered by a teammate with the call length.
3. Use the filters:
   • Show: All, Missed, No answer, Ongoing or Ended.
   • Sort by: Newest or Oldest.
   • Advanced filters: a Channel.
   • Search by name or number.
4. Click Play recording on a call to listen to it.

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Inbox › Calls tab

The Calls list with several rows (an answered incoming call with duration and a play button, a missed call, an outgoing call with no answer), the Show/Sort menu, and the search icon.

File: screenshots/whatsapp-calls-calls-tab.png

Calls also appear in the conversation itself, for example WhatsApp call ended with the duration, or You missed a WhatsApp call from the Contact., and recordings play under the call.

#How to automate after a call

Use the Call Ended workflow trigger to run steps when a WhatsApp call ends, for example to send a follow-up message or tag the contact. See Workflow triggers.

#Notes and limitations

• Calls are voice only and run in the browser. Keep the Resool tab open to receive calls.
• You can be on one call at a time. If you're already on a call, you see You are already on a call.
• To call a customer you need their permission. A permission can be temporary (until a date) or permanent.
• Permission requests are limited to one a day and two a week per customer.
• Business-initiated calls aren't available in some countries; see Before you begin.

#FAQ and troubleshooting

#I can't hear the customer, or they can't hear me. What can I do?

What you can do:

• Allow the microphone for Resool in your browser (the lock icon in the address bar). If it's blocked you see Allow the microphone in your browser to take calls.
• Check that the right microphone and speakers are selected on your computer.
• Close other apps that may be using the microphone.

#Why don't customers see a call button in WhatsApp?

Check that Enable WhatsApp Calls and Allow Contacts to call you are both on for that number.

#Why is the Call button greyed out?

The contact has no phone number. Add one on the contact's profile.

#Who can pause an automatic recording?

Only teammates who can manage channels (Owners and Admins by default). With manual recording, any agent on the call can start and pause it.

#What's next?

• Inbox overview
• Workflow triggers
• WhatsApp Quick Start