WhatsApp Business Calling

WhatsApp Business Calling brings you closer to your customers

Create an end-to-end customer experience on WhatsApp. Twilio now offers WhatsApp calling alongside messaging on your customers’ preferred communications channel.

Man using a phone and tablet with a bank's customer support screen in the background.

Give customers the option to call within WhatsApp

Man using a phone and tablet with a bank's customer support screen in the background.

 

Add one-tap calling functionality to WhatsApp to enrich the experience on your customers’ favorite channel. Flow from a message to a voice call to expedite sales conversations or escalate customer service inquiries.

It works by integrating voice communications into the WhatsApp Business Messaging Conversation flow. Once users consent to call a business, their call is delivered to Twilio Voice, which sends a Webhook to the application and application logic bridges the call to an agent.

Use WhatsApp Business Calling across the customer journey

Make it easy for customers to evaluate products and services

Provide a convenient way for customers to talk to you and evaluate products from WhatsApp.

  • Use voice assist for shopping to drive conversions
  • Answer customers questions, gather context, and make recommendations directly
  • Avoid long text message exchanges with a short call
Smartphone displaying a notification about a new backpack with an image of a backpack and a user's profile picture.

WhatsApp Business Calling features

Make voice calling work the way you want it to with control and flexibility over the experience.

  • Flexible integrations

    Integrate a WhatsApp calling stream into an IVR, bots, call recording, or speech-to-text tool

  • Interactive call templates

    Set up templates to gain customer consent for calls

  • Verified badge

    Show that you’re a trusted caller with a verified icon

  • Consumer-initiated calls

    Accept, reject, or terminate calls within WhatsApp

  • Click-to-call buttons

    Set up call-to-action buttons in templates and free-form interactive messages
  • Numeric keypad

    Set up a numeric keypad for interactive voice response (IVR) and dual tone multi-frequency (DTMF) to drive efficiency
  • Set business hours (coming soon)

    Choose when customers can call you
  • Business-initiated calls

    Request permission via WhatsApp to enable outbound calling

Unlock additional ROI with WhatsApp voice calls

Support customers with WhatsApp Business Calling when they need to talk to someone.

10-15X
more revenue from voice calls over web lead conversions*
$2B
consumer spending comes from voice shopping**
60%
mobile users call a business when they’re in the purchase cycle***

Flexible pricing

WhatsApp Business Calling uses per-minute pricing. It’s calculated based on Twilio’s channel API fee, plus Meta’s WhatsApp Connectivity fee, which Twilio passes through to customers.

Twilio: WhatsApp Business Calling pricing

Channel API

Inbound
Per minute

Outbound
Per minute

WhatsApp Channel API minute

$0.00500

$0.00500

Meta: WhatsApp Business Calling connectivity pricing

Meta’s per-minute WhatsApp connectivity fee is based on your customer’s WhatsApp country code. Choose a location below to estimate costs.

Location

Country

Meta Region

Inbound per minute

Outbound per minute

United States

North America
$0.00000
$0.01210

* BIA Advisory Services, Phone Calls are the New Click

** OC&C Consultants, Voice Shopping Set to Jump to 40 billion by 2022

*** Harvard Business Review, Your Customers Still Want to Talk to a Human Being