Infobip Brings Voice Calling to WhatsApp Business Users

Global cloud communications provider Infobip has announced the rollout of WhatsApp Business Calling, a new voice feature that allows companies to directly engage with customers via calls within the WhatsApp platform. This launch marks a significant upgrade to Infobip’s omnichannel capabilities, introducing real-time, voice-based interactions in one of the world’s most widely used messaging apps.

Calling Without Leaving the App

With this update, businesses can initiate and receive voice calls using their WhatsApp Business numbers through WhatsApp’s native interface. Whether triggered from chat threads, interactive prompts, or deep links embedded in websites and mobile apps, the experience remains seamless and intuitive, customers stay within the app they already use, eliminating the need to switch between platforms.

"Our customers consistently emphasize that voice is essential for providing outstanding service, particularly when it comes to complex matters that demand real-time interaction”, said Zeid Shubailat, Director at Infobip. “By introducing WhatsApp Business Calling, we’re bringing together the convenience of chat and the immediacy of voice - within a trusted, secure, and branded environment that customers know and value."

A Seamless Contact Center Experience

Infobip has also ensured that WhatsApp Business Calling integrates natively with Infobip Conversations, its cloud-based contact center solution. This means support agents can smoothly transition from a text conversation to a voice call, with the entire chat and call history unified in one interface. The result is a more contextual, personalized experience for both agents and customers.

Global Reach for Customer-Centric Industries

Designed to support a wide range of sectors, from retail and finance to aviation and eCommerce, this feature enables businesses to address queries more efficiently. By embedding voice capabilities directly into the app, Infobip helps brands minimize friction in customer support journeys, speeding up resolutions and enhancing service quality.

Insight-Driven and Operationally Efficient

Beyond its communication benefits, WhatsApp Business Calling is backed by integrated reporting and billing through the WhatsApp Business Platform. Businesses gain actionable insights into performance while benefiting from streamlined administrative processes, simplifying how customer service operations are tracked and managed.

Branded Calling to Strengthen Trust

One of the standout advantages of this new feature is its branded calling capability. Verified businesses can display their name, logo, and official verification checkmark during calls. This visibility not only reinforces brand credibility but also helps reduce fraudulent interactions and improve call answer rates. This aligns with Infobip’s broader mission to ensure secure, branded, and trusted communications across channels.

Looking Ahead to Branded Calling ID (BCID)

This launch also sets the stage for Infobip’s upcoming Branded Calling ID (BCID) solution, slated for release later this year. Together, these innovations reaffirm Infobip’s commitment to delivering secure, engaging, and brand-forward communications for businesses around the globe.