Infobip, the global cloud communications giant, has just turned up the volume on customer engagement. The company announced the launch of WhatsApp Business Calling, a new capability that lets businesses initiate and receive voice calls directly within WhatsApp—giving customers a frictionless way to escalate conversations without switching platforms.

This feature brings real-time voice communication into one of the world’s most widely used messaging apps, building on Infobip’s omnichannel mission to unify digital customer journeys across chat, voice, and more.

Chat, Meet Call: Seamless Escalation Inside WhatsApp

Businesses using Infobip’s cloud contact center solution, Conversations, can now switch from chat to voice without breaking the conversational thread. Agents keep access to the full chat history and context, making transitions smooth for both sides.

Voice calls can be initiated straight from:

• WhatsApp chats

• Interactive messages

• Deep links in websites or apps

The move streamlines support for industries like banking, retail, travel, and eCommerce—especially for complex or high-stakes customer service interactions that text alone can’t resolve.

“Our customers tell us voice remains critical for delivering exceptional service, especially for complex issues,” said Mijo Soldin, VP of Voice and Telecom Strategy at Infobip. “With WhatsApp Business Calling, we’re blending the convenience of chat with the immediacy of voice—inside an environment customers already know and trust.”

More Than a Call: Branded Voice Meets Customer Trust

One standout feature: branded voice calls. When a business places a call, verified details like company name, logo, and a green checkmark appear on the recipient’s screen. That’s a big deal in an age of rising call spoofing and fraud—it reassures users the call is legit and helps businesses boost answer rates.

It also dovetails with Infobip’s broader focus on trusted communications, setting the stage for the rollout of its Branded Calling ID (BCID) solution later this year.

Omnichannel Is No Longer Optional

With WhatsApp Business Calling, Infobip is closing the loop on asynchronous messaging and synchronous voice—an essential step in meeting customer expectations for fluid, channel-agnostic experiences.

Now available globally, the feature includes:

• Full integration with the WhatsApp Business Platform

• Unified reporting and billing

• Context-aware agent transitions via Infobip Conversations

The result? Faster resolution, higher satisfaction, and stronger brand consistency—all without forcing users to exit the app they already prefer.

Infobip’s latest launch shows that in the race to redefine customer communication, messaging and voice aren’t rivals—they’re powerful allies.

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