NAIROBI, Kenya, July 22 – Businesses using WhatsApp to interact with customers can now make and receive voice calls, following the launch of WhatsApp Business Calling by global cloud communications company Infobip.
The new feature allows companies to initiate real-time voice conversations through WhatsApp’s native interface, offering customers a seamless shift from chat to voice without leaving the app. It can be activated from chats, website links, or in-app deep links.
The integration, now available globally, is aimed at improving issue resolution, especially in sectors like banking, retail, e-commerce, and aviation, where customers often need faster, more personalized support.
The voice feature works alongside Infobip Conversations, the company’s cloud contact centre platform, ensuring agents can switch between messaging and calls while maintaining full conversation history.
Infobip says the addition also enhances customer trust through branded calling, where verified business profiles show the company’s name, logo, and a checkmark during calls—helping combat fraud and increase call pickup rates.
The feature is part of Infobip’s broader push to expand secure, branded communication channels, with a Branded Calling ID (BCID) solution also expected to launch later this year.
