Calls in the same inbox.
WhatsApp calls ring in the browser and calls from your PBX land in the same workspace, next to the customer’s chat. Whoever answers sees the whole story, and missed calls turn into call-back tasks.
Running customer conversations for WhatsApp-first businesses
The phone rings where the chat already is.
Calls stop living on a separate desk phone with no history. WhatsApp calls and calls from your PBX sit in the same workspace as the conversations, so whoever answers sees who is calling and what they said before.
Accept, talk, hang up. Try it.
The call pops up on whatever screen the agent has open. One click to accept, audio through the headset, and a call bar that stays put while they look up the account.
- RINGING
- ACTIVE
- ENDED
The person who knows the customer picks up.
A call goes to whoever the conversation is assigned to. If nobody has it yet, it rings the first teammate who is online and available.
Easier to explain on a call? Ask, then ring.
The Call button sits in the conversation header. WhatsApp asks the customer to allow calls from your business first, so the agent sends a request and calls once it’s accepted.
The chat on one side, every call on the other.
Open a conversation and its Calls tab lists the customer’s recent voice calls, who took them and how long they lasted. Agents note what was agreed in the chat, where the next person will see it.
A missed call becomes a task.
When a customer with an active lead or open deal can’t get through, a call-back task is waiting for your team. Every call, answered or not, is logged on the lead or deal by itself.
Every call your team took, in one log.
Live, finished, declined and failed calls in one place, with who took each one and how long it ran. Open any row for the details.
| Customer | Direction | Status | Agent | Duration | Started | |
|---|---|---|---|---|---|---|
| Brian KamauWhatsApp | Inbound | ACTIVE | Wanjiru M. | 01:48 | 11:02 | View |
| Achieng OdhiamboPBX | Inbound | ENDED | Otieno K. | 05:31 | 10:51 | View |
| Peter MwangiWhatsApp | Outbound | ENDED | Faith A. | 02:10 | 10:37 | View |
| Mercy NjeriWhatsApp | Inbound | DECLINED | Wanjiru M. | — | 10:20 | View |
| Samuel KipropPBX | Inbound | FAILED | — | — | 10:05 | View |
Calls questions.
What teams ask before they move their calls next to their chats.
Ask ACT, running on this site, or show us how your team takes calls today in a 20-minute Workflow Review.
WhatsApp calls to your business number ring in the browser for your team, and calls from your PBX show in the same call-center workspace, logged next to the customer’s chat.
No. A WhatsApp call pops up on whatever screen the agent has open. They accept it, connect audio and talk through a headset in the browser.
The agent the conversation is assigned to. If nobody has it yet, the first agent who is online and marked available.
Yes, from the Call button in the conversation. WhatsApp asks the customer to allow calls from your business first, so your agent sends a call permission request and the call can go once they accept.
If the customer has an active lead or an open deal, a “Call back” task is created, due 30 minutes later by default. Every call is also logged on that lead or deal.
Not today. Agents add what was agreed as a note in the conversation, and the call log keeps direction, status, agent and duration.
Not yet. The AI Voice Agent is on the way. Today calls ring your team, while ACT keeps answering chats.
Pick up the phone with the whole story.
Tell us where your calls come in today. We’ll set up WhatsApp calling and your PBX next to the inbox.