Once a WhatsApp user has given your business permission to call them via WhatsApp, your agents can place calls that ring directly in the WhatsApp user’s app, instead of over the regular phone network.
Agents can initiate outbound WhatsApp calls in two ways:
Option A — Via your PBX (using a dialing prefix)
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The agent dials a special prefix before the destination number:
◦ *WA + destination number, or
◦ *92 + destination number
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CM.com's platform recognises the prefix and routes the call via WhatsApp rather than the regular phone network.
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The WhatsApp user receives an incoming audio call in their WhatsApp app.
Option B — Via Mobile Service Cloud (Native Voice)
When placing a call from Mobile Service Cloud, agents can select 'WhatsApp' as the call channel. The call is then routed via WhatsApp rather than PSTN.
Note: Full MSC channel selection is coming soon. In the meantime, use the *92 prefix for outbound WhatsApp calls from MSC.