Automate Sales, Support & Engagement on WhatsApp now powered by Voice
Launch tap‑to‑call on WhatsApp — route to the right agent, record, and report.
Add carrier‑grade voice into your existing WhatsApp Business journeys. Keep customers in the channel they love while you keep control of routing, compliance, and analytics.
POPIA & GDPR‑aware • Built with verified BSP partners • Works with AudioCodes/Major SBCs
Everything you need to ship WhatsApp Voice
Designed to mirror the look & tone of your WhatsApp Business page while adding voice‑grade plumbing.
Tap‑to‑call in WhatsApp
Start a voice session from a chat or menu. Preserve context & customer identity.
Smart routing + IVR
Route by language, skill or priority. Integrates with existing ACD/IVR.
Agent desktop integration
Screen‑pops, CRM lookups and ticket creation the moment the call lands.
Recording & compliance
POPIA/GDPR aware, consent prompts, retention policies you control.
Quality you can trust
SBC interop (AudioCodes/Patton), jitter buffers, echo control, MOS monitoring.
Analytics that matter
Answer rate, AHT, call outcomes, deflection, CSAT — in your BI or our dashboard.
WhatsApp Business Calling API — Highlights
Key points distilled from WhatsApp’s official announcement and docs, aligned to what we deliver.
Built for real‑time voice
Initiate and receive VoIP calls inside WhatsApp. Keep the chat thread and identity intact while moving from text to voice without switching apps.
Control & orchestration
Decide when and how to offer calling within your messaging journeys — trigger from Flows, menus, or agent handoff; route to skills, language or priority.
Contact centre ready
Interop via SBC (AudioCodes/Patton) to your PBX/ACD. Recordings, consent prompts and retention policies to support POPIA/GDPR workflows.
Use cases
- Complex support queries that need voice
- Sales consults and assisted checkout
- Proactive follow‑ups with permission
- Appointments, verifications, escalations
What you’ll need
- WhatsApp Business Platform account (Cloud API/BSP)
- Approved business number & messaging setup
- Voice routing target (SBC/PBX/contact centre)
- Privacy & consent configuration
Early results
Case studies report faster case resolution and higher first‑contact resolution when calls are embedded in the WhatsApp thread.
What CX Engage adds
- Design of end‑to‑end journeys (Flows → Voice → Post‑call messaging)
- SBC interop & QoS baselining with MOS monitoring
- Agent desktop integrations (screen‑pop, CRM, ticketing)
- Custom Integration to your CRM and Business Information systems
- CEnable Self-Service for your customers saving them time
- Dashboards for answer rate, AHT, outcomes, deflection & CSAT
How it works
A simple flow from WhatsApp to your contact centre with full observability.
Swap labels and logos to mirror your partner stack. Box colors can be tuned to brand palette.
Simple, transparent pricing
Sensible tiers for pilots through enterprise rollouts. Voice minutes billed at carrier rates.
Starter
POC / small team- Up to 25 agents
- 1 number / region
- Basic IVR & routing
- Standard analytics
Pro
Scaling operations- Up to 250 agents
- IVR Capability
- Recording + retention
- BI export / webhooks
Enterprise
Bespoke & high‑volume- Unlimited agents
- Advanced compliance
- SBC redundancy
- 24/7 support & SLAs
* WhatsApp / BSP fees and carrier minutes are billed separately.
Ready to add voice to WhatsApp?
We’ll connect your BSP, configure routing, and go live with your first use‑cases in days — not months.
FAQ
Do we need a WhatsApp Business API account?⌄
Yes. We integrate with verified BSPs (e.g., Infobip). If you don’t have one, we’ll help you onboard.
Can calls route to our existing PBX/contact centre?⌄
Yes. We interop via SBCs (AudioCodes/Patton) to Alvaria, Genesys, or your SIP Compliant Contact Center endpoints.
Is this compliant with POPIA/GDPR?⌄
We support consent prompts, retention policies and secure storage. Your policies can be enforced per use case.
What analytics do we get?⌄
Answer rate, AHT, abandonment, outcomes, journey attribution and export to your BI warehouse.
Learn how to leverage WhatsApp for your business
Leaders in Marketing, CX, and Growth can use this eBook as their go-to reference when planning for the upcoming season. WhatsApp is being highlighted as the main growth channel for brands who want to create and maintain relationships with clients for life. Get talking on the channel your customers prefer!
Fill in your details to download our eBook on how to leverage WhatsApp and Generative AI for your business. Learn more by reading about how CX Engage can enable your business with WhatsApp Business capability.
Your customers are already on WhatsApp — our AI-powered solutions helps you reach them instantly, automate your workflow, and grow revenue. Power your business with WhatsApp Voice for Business now!
