You are here:
After you create a WhatsApp Voice channel, you can’t yet receive calls with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| Step | What's Involved |
|---|---|
| (Required) Activate WhatsApp Messaging channel | On the WhatsApp Messaging Settings page, click your channel’s name. Then, click Activate Channel at the top of the page. |
| (Required) Give users access to Voice calls | Assign user permission sets: one for service reps and one for admins. |
| (Required) Set your voice routing preferences | In your channel settings in Setup, choose your routing type and select either an Omni-Channel flow and fallback queue (includes bot support) or a queue (no bot support). If you created a queue during channel creation, you’re all set. |
| (Recommended) Configure the Service Console for Voice | Configure the Service Console and the Voice Call record page so service reps can help customers effectively. |
| (Recommended) Setup message to call escalation | Use an Omni-Channel flow to configure automatic escalation to the same service rep from your messaging session to the WhatsApp voice channel. |
| (Recommended) Setup calling hours | Define the hours that you're available to receive calls from your customers. |
After you complete the items on this checklist, you can activate your channel to start receiving calls.
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.