Introduction

WhatsApp Business Voice Inbound is a feature that allows you to integrate incoming voice calls directly from your customers' WhatsApp application into your wolkvox operation. This integration unifies messaging and voice in users' preferred channel, maintaining conversation context and enabling the use of all wolkvox's powerful management and analytics tools.

What is WhatsApp Business Voice Inbound in wolkvox?

It is a solution that allows your customers' phone calls to enter your Contact Center directly from WhatsApp. On the wolkvox operation side, this call enters as a standard inbound interaction. This means you can manage it using routing rules in wolkvox Studio, handle it through conversational agents (Bots/AI) or human agents, and have real-time and historical recording and monitoring.

What is the calling experience for the customer?

The process is very simple and seamless for the user. Once the option is enabled, the customer can initiate the call in two ways:

• By pressing the call icon that appears in the top right corner of the chat.
• By clicking a "Call" button integrated directly into a message template within the chat.

The customer initiates communication directly within WhatsApp without needing to dial another phone number and without leaving the active conversation. The entire chat context is maintained during the call.

What are the prerequisites to activate this service?

To enable inbound calls (allowing customers to call you from WhatsApp), it is essential to fulfill the following steps and requirements:

• Step 1: Ensure you have your WhatsApp Business API number active in wolkvox. The number must be correctly configured and functioning for messaging before enabling voice.
• Step 2: Meet a key requirement imposed by Meta: Your account must have a minimum limit of 2,000 business-initiated conversations within a continuous 24-hour period. (Note: From the WhatsApp Manager in Meta, you can review and manage these messaging limits to request increases).

Who performs the final activation of the functionality?

Once you have met Meta's requirement of 2,000 business-initiated conversations, the wolkvox implementation team will take care of activating the voice functionality in your operation.

What wolkvox tools can I use with these WhatsApp calls?

As the calls enter as inbound interactions, all the capabilities of the wolkvox platform are available for this channel. This includes:

• Advanced Routing with wolkvox Studio: You can design attention flows that integrate image recognition, conversational AI, and interactive menus.
• Monitoring and Recording: Access to Data Monitor to view interactions, recordings, and video capture of agent handling.
• Speech & Text Analytics: You can use the Voice and Text Analytics tool to measure the "Voice of the Customer," analyze sentiment (Very Positive, Positive, Neutral, Negative, Very Negative) of incoming calls, and evaluate emotional performance for each agent.