Before getting started with WhatsApp Business Calling, please ensure the following are in place:
1. WhatsApp Business Account & Number
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You must have a verified WhatsApp Business Account (WABA) with business verification completed.
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If you are not yet using WhatsApp messaging with CM.com, onboarding is required first (a channel onboarding fee applies).
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The same number must be configured in the CM.com Voice Management App as an inbound number just like a regular DID.
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We will enable the calling feature and need your input on the following settings:
|
Setting |
Required/optional |
Notes |
|---|---|---|
|
Phone number |
Required |
The number to be enabled for WhatsApp Business Calling |
|
Callback permission request |
Optional |
Whether to prompt users for call permission |
|
Call icon visibility |
Optional |
Whether the call button is shown in your profile |
|
Call icon visibility - countries |
Optional |
Restrict call button display by country |
|
Opening hours |
Optional |
If set, timezone and weekly hours are required; holiday schedule is optional |
Using a mobile number? While CM.com's Voice platform does not generally support mobile number ranges, an exception is made for WhatsApp Business Calling. Please contact support if your use case requires a mobile number.
Note that CM.com will not provide or host mobile numbers. Neither will CM.com terminate inbound PSTN calls for mobile numbers used in this way.
2. PBX / Infrastructure
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Your PBX or telephony infrastructure must support the OPUS audio codec. WhatsApp calls use OPUS exclusively.
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SRTP (encrypted media) is supported but optional. CM.com handles SRTP re-encryption on your behalf.
3. Agent Tools
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For outbound calls from a PBX: agents must be able to dial a prefix (*WA or *92) before the destination number. This is typically a simple configuration in your PBX.
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For app-based call handling (FlowBuilder, Native Voice in Mobile Service Cloud, or HALO), the relevant product must be included in your CM.com order.