WhatsApp Calling Integration via Zoho Desk

WhatsApp Calling Integration via Zoho Desk

Dear Zoho Desk Team,

I would like to request a feature that allows users to call WhatsApp numbers directly via Zoho Desk. This integration would enable sending and receiving calls to and from WhatsApp numbers over the internet, without the need for traditional phone numbers.


This feature could work by integrating the WhatsApp Business Calling API, which enables Voice-over-IP (VoIP) calling via WhatsApp. As twilio and Infobip and probably some other companies already offer such a WhatsApp Business Calling API (currently in beta), We want zoho to also take the necessary steps in this direction.



The WhatsApp Business Calling API allows customers to initiate calls within a chat, ensuring that communication remains in one place. This would be particularly useful in cases where customers, especially those abroad, have only internet access (e.g., using data SIMs) but no traditional phone package.

Here are some key benefits of such a feature:

  1. Convenience: Customers could call a business directly from the chat without switching devices or channels, allowing for more seamless communication.
  2. Faster Resolution: By being able to quickly connect with an agent via a call, customers could resolve complex issues faster than by text alone.
  3. Enhanced Customer Support: For high-value purchases, sensitive matters, or complicated issues, a phone call would provide more personal interaction, improving the customer experience.

Using the WhatsApp Business Calling API, Zoho Desk could incorporate features such as:

  • Deep links that route users directly to specific departments or agents within the platform.
  • The ability to handle inbound and outbound calls initiated by customers or agents.
  • Options for businesses to obtain permission from users before initiating a call, in line with Meta’s guidelines for WhatsApp Business Calling API.

This feature would greatly enhance Zoho Desk’s communication capabilities and provide a more complete, data-driven, and conversational user experience. It would also ensure continuity for customers, allowing calls and messages to stay within the same interaction thread.

Thank you for considering this feature request.

Best regards,
Ram


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