When a WhatsApp user taps the call button in your WhatsApp Business profile or chat, here is what happens:
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The WhatsApp user taps the call icon in your WhatsApp Business profile or chat.
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The call is delivered to CM.com's Voice platform.
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The call is routed to your PBX, call queue, IVR, or one of CM.com's applications (FlowBuilder, Natice Voice in Mobile Service, or HALO).
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Your agent answers the call on their phone or softphone, just like any other inbound call.