Connect to WhatsApp Voice

This article applies to:

Salesforce Voice (Native Telephony)

• Provision a WhatsApp Voice Channel
  Engage with customers over WhatsApp by provisioning a WhatsApp voice channel.
• Configure Call Escalation for WhatsApp Voice Channel
  Use an Omni-Channel flow to configure automatic escalation from your messaging session to the same service rep in the WhatsApp voice channel.
• Set Calling Hours for WhatsApp Voice Channel
  Define the hours that you're available to receive calls from your customers.
• Manage WhatsApp Voice Channel
  Update your call and routing settings any time after you create the WhatsApp voice channel.
• Deactivate WhatsApp Voice Channel
  Deactivate the selected voice channel to ensure agents can no longer use it for communication. To reuse the channel, you must activate it again.
• Considerations for WhatsApp Voice
  Review considerations for using WhatsApp Voice in Salesforce Voice.