WhatsApp Calls in Atom
Discover how to use the new WhatsApp calls in Atom to communicate with your customers more quickly and effectively, without leaving the platform.
What are WhatsApp calls?
Functionality objectives
How to configure WhatsApp Call numbers
How to request permission from the customer to make the call
How to make the WhatsApp call
Usage limits for WhatsApp Calls
Benefits of this functionality
Explanatory video
With the new launch of WhatsApp outgoing calls, it is now possible to communicate with your customers directly from the Atom inbox, without the need to change platforms. This functionality speeds up daily management and improves the experience for both Atom users and customers.
What are WhatsApp calls?
WhatsApp Calls are a feature that will allow you to make and receive calls from Atom using WhatsApp Business numbers.
👉 They are available for most countries with some exceptions.
IMPORTANT: Keep in mind that in order to activate WhatsApp Calls, the channel must be in the Tier of 1000 daily messages. Otherwise, you will not be able to activate them.
What is the purpose of this functionality?
It is designed for advisors or agents who need to:
Better explain a product or service
Better explain a product or service
Resolve doubts more quickly
Resolve doubts more quickly
Conclude a process more directly through a call
Conclude a process more directly through a call
How to configure WhatsApp Call numbers
In Atom, go to:
Settings > Calls > WhatsApp Calls
Select the WhatsApp Business number you want to enable.
Activate:Outgoing calls→ so that your agents can call customers.Incoming calls→ to receive calls from customers and direct them to a voice agent.
Outgoing calls→ so that your agents can call customers.
Incoming calls→ to receive calls from customers and direct them to a voice agent.
Assign aVoice Agentto answer incoming calls.
Click Save.
How to request permission from the customer to make the call
Before starting a call, it is necessaryto request permissionfrom the customer. This allows you to obtain their consent and check the status directly from the inbox.
📌 Available statuses of the call request:
Approved
Approved
Rejected
Rejected
Expired
Expired
This provides clarity on whether or not you can proceed with the call.
How to make the WhatsApp call
Once permission has been approved, the agent can start the call directly from the active conversation in the inbox.
The interface allows:
Start and end the call
Start and end the call
Mute the microphone
Mute the microphone
View contact information and call status
View contact information and call status
All this without having to leave Atom.
Usage limits for WhatsApp Calls
| Limit |
| Description |
| Value |
| Call permission |
| - There must be an active conversation with the customer to be able to send a call permission request |
| N/A |
| Permission duration window |
| - Time that the business has to start a call with the customer once they have approved permission - Time that the user can interact with a call permission |
| 7 days |
| Connected calls |
| - Maximum number of calls that the business can initiate with an approved permission |
| 5 calls × 24 hours |
| Missed calls |
| - Missed or rejected calls before asking the user if they want to automatically revoke permission |
| 2 calls |
| Automatic revocation |
| - Missed or rejected calls before the call permission is automatically revoked |
| 4 calls |
Keep in mind that:
The limits and rules are defined by Meta.
There may be changes in usage limits and rules without prior notice.
Benefits of using WhatsApp Calls in Atom
✔️Greater efficiency:Manage messages and calls from a single platform, without changing tools.
✔️Direct communication:Ideal for more detailed explanations, resolving urgent doubts or closing sales.
✔️Clearer tracking:Calls are recorded in the system, facilitating tracking and traceability of actions.
✔️Better customer experience:Offers more contact options, which improves the perception of the service.
Want to see how it works?
We invite you to watch the following video: