Whatsapp Calling
UChat now allow its users to initiate and utilize Whatsapp calling feature which is recently introduced by Meta.
Users will not be able to call contacts from inside the livechat interface, as well as use existing AI Agents to answer calls on their behalf.
Enabling Calling Feature (Embedded Sign Up)
If your workspace is on the embedded signup, you can watch the video below on how to connect your whatsapp with Uchat.
Once your whatsapp is successfully integrated (or was previously already connected) you will now be able to see the calling icon against your number.
Click on the call icon to enable permissions:
You can also setup business hours:
Once done, click Save. Your integration is complete
Enabling Calling Feature (Old Webhook Method)
If your workspace is still using old webhook method for whatsapp integration, please follow the video below in order to connect your whatsapp with Uchat.
https://www.youtube.com/playlist?list=PLYV-IhQ_GwTMYJmg5ALD9LOLg9dej1u1P
Once the workspace is connected (or previous already was), there are a few extra steps you will have to perform.
Go to https://developers.facebook.com/apps/ and select your WhatsApp app
Once pressed it will take you to the developer app itself
Go to webhooks and select WhatsApp business account
Once selected enable the permission "Calls"
Once enabled go to your WhatsApp manager -› Phone Numbers -› select your phone number -› Call settings.
From here you enable:
Allow voice calls
Incoming call settings -› enable display call button
Callback settings -› enable Allow callbacks
Once you have enabled it all go back to UChat -› WhatsApp Cloud -› press the WhatsApp calls icon
Once done it should state the status enabled
Initiating Calls:
Before you can initiate calls, you need to fulfill two requirements:
The bot user should be within the 24 hours open conversation window
The bot user should have calling permissions provided.
You can open the conversation window by sending a template message to the bot user and wait for them to reply.
Once they reply, the window will be open and you should then ask them for calling permissions.
In order to initiate the call, click on the whatsapp calling icon at the top right of your workspace tab
Click on it and then select “Make a Call”
Select the number you want to make the call from (in case of multiple numbers connected to workspace)
Select the bot user you want to call
Once selected, the platform will first check if the calling permissions are provided for the bot user, if the calling permissions are provided already, the call will be initiated, if not, you will get a prompt to send calling permissions message.
Click on Request to Call button to send the calling permissions message.
Note: The conversation window should be open, otherwise the message wont be sent
On bot user’s end, they will receive a message like this:
Once they select “Always allow calls” you will then be able to call them whenever the conversation window is open.
Calls can also be initiated directly from the Livechat window of the bot user.
Calls can also be triggered from inside the flow builder. In order to use the Whatsapp/Messenger call actions.
Action block → AI Agent → Whatsapp/Messenger AI Call
Whatsapp Calling Triggers:
Go to Automations -> Triggers -> Create New Triggers -> Whatsapp Call Permission Update
This will trigger whenever someone updates their calling permissions after you have send them the call permissions message.
Calling AI Agent:
You can also configure an AI agent to handle the calls for you. Go to AI Hub and select “AI Call Settings”
In this section you can enable/disable the calling agent
You can select the AI Agent, the waiting time and the model, and a voice you want to use
You can select the transcribing model, the language as well as any special instructions
You can also enable or disable the call recordings and summaries
You can also further configure the conversation behavior by modifying the first message as well as the follow up behavior
In last, you can enable/disable the human agent takeover if needed
Outbound calls will have costs that are charged by Meta. more info can be found here: https://developers.facebook.com/documentation/business-messaging/whatsapp/calling/pricing
Calling Analytics:
Click on the analytics tab, you should be able to view calling analytics for your calling agent as well as the calls
Limitations:
There are a few limitations by platform, which are as
WhatsApp / Messenger call usage (last 30 days)