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Considerations for WhatsApp Voice
Review considerations for using WhatsApp Voice in Salesforce Voice.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
Where is WhatsApp Voice in Agentforce Contact Center available?
WhatsApp Voice functionality in Agentforce Contact Center is exclusively available for WhatsApp Business numbers registered in the US, Canada, Mexico, and Brazil.
Do you provide numbers to use with WhatsApp Voice in Agentforce Contact Center?
We don’t currently sell US or Canada PSTN numbers for WhatsApp. Bring your own numbers for WhatsApp in all supported regions.
Can I enable Voice on any WhatsApp channel?
Voice can be enabled over existing Digital Engagement (DE) WhatsApp channels. We don’t support the Unified Customer Platform (UCP) WhatsApp channel.
Is there a waiting period after channel activation before I can start receiving voice calls on the WhatsApp number?
After activating the voice channel for the first time, there’s a 30 to 60-minute propagation delay before the number becomes active for voice calling. To expedite this process, placing a test call—even if it doesn't connect—will often trigger immediate activation.
Is WhatsApp Voice in Agentforce Contact Center limited to inbound calls only?
Yes. This release supports Inbound calling only (User-initiated calling). Outbound calling (Business-initiated calling) isn’t supported at the moment.
Does WhatsApp Voice in Agentforce Contact Center support international calling?
Yes. International inbound calling is supported, which means end users can initiate calls from any country globally, with the exception of Meta-restricted regions.
