Infobip Adds Voice Calling to WhatsApp Business Platform
Infobip, a global cloud communications platform, has introduced WhatsApp Business Calling a new feature that allows companies to make and receive voice calls through their WhatsApp Business numbers. This feature enhances Infobip’s omnichannel communication capabilities, enabling businesses to engage in richer, real-time conversations on a platform already familiar to millions of users.
Businesses can now initiate and receive voice calls directly within WhatsApp using the app’s native interface. Since customers never have to leave the app, the interaction remains frictionless. Furthermore, calls can be launched from chat windows, interactive messages, or even through deep links embedded in websites and mobile apps. This flexibility provides multiple convenient entry points for users.
Additionally, WhatsApp Business Calling integrates with Infobip Conversations, the company’s cloud-based contact center solution. This integration allows support agents to switch between chat and voice calls while maintaining full access to the customer’s conversation history and context. As a result, teams can deliver consistent and informed support across touchpoints.
Real-Time Interaction for Complex Support
Industries such as retail, eCommerce, banking, and airlines benefit greatly from faster issue resolution enabled by voice. Voice calls often prove essential for addressing more complex concerns that demand immediate attention and personal interaction.
“Our customers consistently emphasize that voice is essential for providing outstanding service, particularly when it comes to complex matters that demand real-time interaction,” said Zeid Shubailat, Director at Infobip. “By introducing WhatsApp Business Calling, we’re bringing together the convenience of chat and the immediacy of voice within a trusted, secure, and branded environment that customers know and value.”
Moreover, the availability of app-based voice calling inside WhatsApp ensures smoother transitions between messaging and calling. It reduces the need to switch platforms and significantly improves the customer experience. Integrated billing and reporting via the WhatsApp Business Platform further streamline operations and deliver valuable insights for businesses.
Branded Voice Calls to Build Trust
One of the standout features of WhatsApp Business Calling is branded calling. When a call is initiated, verified business profiles display their company name, logo, and a verified checkmark. This boosts credibility, enhances customer trust, and increases call answer rates by reducing uncertainty and potential fraud.
This approach aligns with Infobip’s ongoing mission to create secure, branded, and user-friendly communication experiences. It also complements the upcoming launch of Infobip’s Branded Calling ID (BCID) solution, expected later this year.
In summary, WhatsApp Business Calling represents a major step forward in connecting businesses with customers securely, efficiently, and on a channel they already trust.
