Call button in the chat
A customer who’s typing and would rather explain out loud taps the call icon and is answered by an agent in your queue, not a stray mobile.
ServiceWhatsApp calls
WhatsApp calls for business, connected to your team
Your customers tap the call button in your WhatsApp chat and the call reaches your PBX, call center or AI agent, like any other company call.
Let me explainYour customers already message you on WhatsApp. Now they can call you there too, and you answer from your call center.
Explained simply
WhatsApp calls, explained simply
Since mid-2025, Meta’s official WhatsApp Business platform (the Cloud API) lets business numbers receive voice calls. Customers see a call button in the chat and on your business profile, and with one tap they reach you, without dialing a number or using their plan’s minutes: it uses the data or Wi-Fi they already have. This works in every country where the Cloud API is available, including Colombia.
The problem is that, on its own, that call rings on a single mobile and no one else sees it. At 19 80 TIC Cloud we connect it via SIP and WebRTC (the same technologies used for internet telephony) to your PBX or switchboard, your call center, your agents’ extensions or an AI agent. That way a WhatsApp call enters the same queue, with the same menu options and the same rules as calls to your business mobile number.
Meta doesn’t record or transcribe calls. Our platform does: every conversation is recorded, converted to text and summarized by AI, alongside that customer’s chat history. To use it you need an official WhatsApp Business API account; if you don’t have one yet, we’ll help you activate it. And if you want to call the customer on WhatsApp yourself, you can do that too, as long as they’ve given you permission first.
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Use cases
What you can do
Support for customers abroad
A customer living outside Colombia calls you on WhatsApp using their internet, with no long-distance charges, and you answer on your usual PBX.
Call back with permission
When the customer agrees to a call, your agent contacts them on WhatsApp from the official number they already know and trust.
AI agent that answers calls
After hours, an AI voice agent answers the WhatsApp call, handles the basics and leaves the case ready for your team.
All the history in one place
The chat, recorded call, transcript and summary are saved to the customer record, so whoever helps them next doesn’t have to ask everything again.
A normal day
An auto parts store at Saturday noon
Picture a motorcycle parts distributor. A mechanic writes on WhatsApp asking about a chain and sprocket kit, but sending photos and part numbers gets complicated, so he taps the call button. The call enters the sales queue, rings on the free agent’s extension and the chat the mechanic had been writing appears on their screen. They sort it out in three minutes. The call is recorded and transcribed, with a summary of which part he ordered and the shipping address. On Monday, another agent picks up the order without asking anything again.
What you’d use
The tools that work for you
WhatsApp and chatIt’s the foundation: the official WhatsApp Business API account and the inbox where chats and calls live together.PBX and call centerReceive WhatsApp calls in your queues, options menu and extensions, just like a phone call.Artificial intelligenceAn AI voice agent can answer WhatsApp calls at any hour.Call center platformAdd WhatsApp calls to your agents’ and supervisors’ omnichannel operation.Virtual mobile numberYour business mobile number and your official WhatsApp work together, with the same team behind them.
Decision-maker
What each person on the team gains
Customer service manager
Answer by voice the customers already on WhatsApp, without opening another messy channel or relying on personal phones.
IT manager
Integrates WhatsApp calls into the existing phone system via SIP, without building new infrastructure.
Sales manager
Turns undecided chat customers into calls and has a recording and summary of what was said.
We answer your questions
Frequently asked questions
Are WhatsApp calls for business free?
For your customer, calling you costs the same as using their data or Wi-Fi. When the business starts the call, Meta charges a per-minute rate that depends on the destination country. We’ll explain the current rate before activation.
Can I call any customer on WhatsApp?
No. For the business to call, the customer must have given permission first, and Meta limits how many permission requests you can send per day and per week. Calls the customer makes to you don’t need that permission.
Do I need to change my WhatsApp number?
Your number needs to run on the WhatsApp Business API, the official version for businesses. If you currently use the regular WhatsApp Business app, we’ll guide you through moving to the API and turning on calls.
Are calls recorded?
WhatsApp on its own doesn’t record or transcribe. By connecting the calls to our platform, each one can be recorded, transcribed and summarized by AI, alongside the chat conversation.
Who answers if nobody is available?
You can set up the same things as for your regular calls: an options menu, a waiting queue, forwarding to another group, or an AI agent that answers and logs the case.
We’re ready
Let’s talk about your business.
Tell us how your customers reach you today and we’ll send you a free proposal, in plain language with no fine print.