Customers who prefer to talk can call your WhatsApp number. The call rings in Texa Desk for the people who answer that inbox, and your agent talks to the customer in the browser.
Turn on WhatsApp calls
- Connect your number first. See Connect WhatsApp.
- Go to Settings → Inboxes, open the WhatsApp inbox, and open Calls.
- Turn calling on. If you only want to call customers back, without taking incoming calls, turn incoming calls off. The call button then disappears from your WhatsApp profile.
Meta has to allow calling on your number. If calling can’t be turned on, Texa Desk tells you, and you can ask Meta to add your number to the WhatsApp Business Calling API.
Answer a call
An incoming call rings for everyone in the inbox who is Online. The first person to accept takes it. Allow the browser to use your microphone the first time. When the call ends, the conversation shows a call message with its length, and the recording if your browser made one.
Call a customer
Open a WhatsApp conversation and choose the call button in its header. WhatsApp needs the customer’s permission before a business calls them:
- Without permission, Texa Desk sends the customer a permission request in the chat, and tells you it did. This only works while the 24-hour window is open.
- With permission, the call connects.
Meta doesn’t allow businesses to start calls to Nigerian numbers yet. Customers in Nigeria can still call you.
The Calls page
Calls in the menu lists your calls: incoming or outgoing, completed or missed, how long each lasted, who took it, and the recording where there is one. Calls Texa AI answers on a phone line appear here too. See Texa AI on the phone.