WhatsApp Direct Voice is an add-on available on request, and subject to additional cost.
As a Symphony Messaging user (advisor) entitled for WhatsApp Direct and having the ‘Enable calls’ Federation permission assigned, you can make and receive native WhatsApp voice calls directly from Symphony Messaging chats with WhatsApp contacts.
Additionally, if you have the ‘Enable call recording’ permission assigned in the Federation Access Management app, voice calls between you and your WhatsApp Direct contacts will be automatically recorded.
- In a Symphony Messaging chat with the WhatsApp Direct contact, select the
button. A popup displays to let you know the call permission request was sent to the contact.
- If recording is enabled, you are informed that the call will be recorded.
- If the contact is in a region where business-initiated calls are not allowed, you will be prompted to request to be called back.
- Depending on their region, the contact needs to either:
- Reply to the call permission request template by selecting one of the options (contacts in regions where business-initiated calls are allowed). Once they reply, you will be able to make the call.
- Tap the Call on WhatsApp button to allow calls (contacts in restricted regions). If call recording is enabled, they will receive a recording disclaimer in the callback message template. Once they tap the button, the call is triggered.
Ongoing WhatsApp Voice call from the Symphony Messaging mobile or desktop app