Some conversations don't fit in a message. A card declined twice, an address that doesn't add up, a customer who would rather explain it out loud. Until now, your team had to leave Boom, find a phone and lose the thread.
You can now call your customers on WhatsApp from the shared inbox. The call goes out from your own WhatsApp number, runs in the browser, and is saved in the conversation next to the messages.
Before you start
WhatsApp calling is in early access. To use it, your WhatsApp number must meet two Meta requirements:
- Your business is verified with Meta (Meta Business Verification).
- The number has a messaging limit of at least 2,000 per day.
People with the Owner, Admin, Member or Inbox Operator role can call: the roles that can reply in the inbox.
For now, outbound calls aren't available from numbers in the United States and Canada (+1), Egypt (+20), Nigeria (+234), Turkey (+90) or Vietnam (+84).
Turn it on: ask Boom
Calling is turned on per workspace and per WhatsApp number. Write to us with the numbers you want to use, and our team turns calling on for your account and connects each number. That's all you need to call customers from the inbox.
How to call a customer
- Open the WhatsApp conversation in the inbox. The customer must have written to you in the last 24 hours.
- Press Ask permission to call. You'll see the exact message they will get and how many requests you have left this week.
- The customer gets the question "Can [your business] call you?" in WhatsApp. When they accept, the button turns into Call and a note appears in the conversation.
- Press Call, allow the microphone, and talk from your browser.
Asking for permission or calling assigns the conversation to you. If it's already assigned to a teammate, only they can call.
When you hang up, the call stays in the thread as a card with its duration, so the next teammate who opens the conversation knows you already talked.
Optional: let customers call you
If you also want to receive calls, turn on the number's call icon in WhatsApp Manager, in your Meta account. You can also set the hours when customers see the button. Then tell us which initiative should answer: its voice agent takes the call. If you don't pick one, inbound calls are declined.
Meta's rules
WhatsApp protects customers from unwanted calls, and Boom applies its rules for you:
- A permission lasts 7 days from when the customer accepts.
- You can ask once a day and twice a week per customer. A call that connects resets the count.
- Up to 5 calls a day per customer, one at a time.
- If they miss 4 calls in a row, the permission lapses and you need to ask again.
If the customer is on your Do Not Contact list, Boom asks you to confirm before asking for permission or calling.
Want to try it? Write to us and we'll turn calling on for your account.
