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Set Up and Activate WhatsApp Voice on Unified Messaging
Add voice calling to a WhatsApp channel that uses Unified Messaging so your reps take calls on the same number your customers already message.
This article applies to:
- Salesforce Voice (Native Telephony)
View supported editions.
User Permissions Needed
To set up and activate Voice on Unified Messaging:
- Agentforce Contact Center Admin (Salesforce Voice) permission set.
Learn how to view permissions in this permission set.
Before You Begin
This task applies to:
- a newly created Unified Messaging channel with no existing voice channel
- a WhatsApp channel migrated to Unified Messaging that doesn't already have a WhatsApp Voice channel
- a WhatsApp channel migrated to Unified Messaging that already has an existing WhatsApp Voice channel
Before you begin, sync or provision the WhatsApp Voice Meta app with the Messaging Meta app.
New Unified Messaging Channel
- From Setup, use Quick Find to search for and open Communication Channels.
- Find the channel you want to enable voice for and click to see details. Make sure Unified Messaging is enabled for the channel.
- If the channel doesn't already have a WhatsApp Voice channel, on the banner, click Get Started. If you don't see this banner, check if the WhatsApp Voice Meta app is synced with the Messaging Meta app.
- Select a routing configuration (queue or flow) for incoming calls and click Next.
- Optionally, set up call escalation and click Next.
- Click Done. You see a Voice tab in the channel details now.
- Click Activate Voice.
- Click Activate. The channel is ready to make and receive calls when the voice channel status changes to Active on the Channel Management page.
To turn off voice calling on the channel later, select Deactivate Voice Channel from the dropdown. Deactivating voice doesn't affect WhatsApp messaging on the channel.
Existing Unified Messaging Channel
- From Channel Details, click Refresh Connection. This adds the voice user to the Meta app.
- For Agent and Bot Conversational Support, click Configure.
- Find the channel you want to enable voice for and click to see details. Make sure Unified Messaging is enabled for the channel.
- If the channel doesn't already have a WhatsApp Voice channel, on the banner, click Get Started. If you don't see this banner, check if the WhatsApp Voice Meta app is synced with the Messaging Meta app.
- Select a routing configuration (queue or flow) for incoming calls and click Next.
- Optionally, set up call escalation and click Next.
- Click Done. You see a Voice tab in the channel details now.
- Click Activate Voice.
- Click Activate. The channel is ready to make and receive calls when the voice channel status changes to Active on the Channel Management page.
To turn off voice calling on the channel later, select Deactivate Voice Channel from the dropdown. Deactivating voice doesn't affect WhatsApp messaging on the channel.
