July 15, 2025
Infobip Adds Voice to WhatsApp Business, Bridging Messaging and Real-Time Support
Infobip has introduced WhatsApp Business Calling, a new feature that enables companies to make and receive voice calls directly through their WhatsApp Business accounts.
With this new capability, businesses can initiate and accept voice calls globally via WhatsApp’s familiar interface, meaning customers can interact with support teams without ever leaving the app. Users can launch calls straight from WhatsApp chats, clickable interactive messages, or deep links placed on websites and inside apps, allowing for a seamless transition from browsing to conversation.
“Our customers tell us voice remains critical for delivering exceptional service, especially for complex issues that require real-time interaction,” said Mijo Soldin, VP Voice and Telecom Strategy at Infobip. “With WhatsApp Business Calling, we’re seamlessly blending the convenience of chat with the immediacy of voice – within a secure, branded environment that customers trust and prefer.”
For customer service teams, the offering integrates directly with Infobip Conversations, the company’s cloud-based contact centre platform. This integration enables support agents to move from chat to voice calls, while retaining full visibility into the conversation history and context, allowing smoother and more personalised support.
Globally Available
This feature is now available in global markets and aims to support industries like retail, finance, travel, and eCommerce, where real-time communication will enhance service outcomes. By embedding voice capabilities within WhatsApp, businesses can eliminate common communication hurdles and resolve issues more quickly.
Another standout feature is branded voice calling. When a business initiates a WhatsApp voice call, the recipient sees the verified brand name, company logo, and checkmark, establishing legitimacy, increasing trust, and improving call pick-up rates. This level of brand transparency also helps combat spoofing and fraudulent calls.
Infobip’s WhatsApp Business Calling also provides integrated billing and performance analytics through the WhatsApp Business Platform, helping businesses streamline operations while gaining deeper customer insights.
This launch comes ahead of Infobip’s upcoming Branded Calling ID (BCID) feature, further reinforcing its vision for safe, trusted, and personalised customer communication across all channels.
