Skip to main content
GuidesAPI ReferenceSupport

Supported calling scenarios

This guide describes the common WhatsApp Business Calling scenarios you can implement with 8x8 CPaaS, using SIP delivery into your contact center / PBX / SBC.

Important (VoIP-only): WhatsApp Business Calling is a VoIP service. Do not route calls to the public telephone network (PSTN). Keep the full path VoIP/SIP end-to-end.

High-level architecture (8x8)​

WhatsApp voice calls are carried over Meta's calling infrastructure and delivered to your environment through 8x8 over SIP.

High-level flow

  • Customer WhatsApp app ↔ Meta calling ↔ 8x8 ↔ SIP ↔ Your PBX / contact center / SBC

8x8 acts as the bridge between WhatsApp calling and your SIP endpoint, so you can use your existing:

  • IVR / queues / routing
  • agents and softphones
  • reporting / QA processes (where supported)

Availability and limitations​

User-initiated calling (Customer → Business)​

User-initiated calling is broadly available where WhatsApp Business Messaging is available, with exceptions for certain sanctioned countries/regions.

Business-initiated calling (Business → Customer)​

Business-initiated calling availability can vary by provider and Meta enablement rules. Some providers document exclusions for specific business number country codes (for example: USA, Canada, Egypt, Nigeria, Türkiye, Vietnam).

Always confirm availability for your business number country code and your deployment with your 8x8 account team.

Entry points (how users start calls)​

Depending on your WhatsApp setup, users can typically call your business via one or more entry points:

  1. Call icon in the WhatsApp chat UI Users tap the call icon to start a call from an existing chat.

  2. Interactive message with a call button You send a message that includes a "Call" button to invite the customer to call.

  3. Message template with a call button Useful when you need to invite calling outside the standard messaging window (subject to Meta rules).

8x8 focuses on voice delivery over SIP. Your WhatsApp messaging provider / Meta setup determines which call entry points you can present to end users.

Scenario 1 — Customer support inbound calling (User-initiated)​

What it is Customers place a call from WhatsApp to reach your support team.

Best for

  • Customer support hotlines
  • Pre-sales enquiries
  • Post-purchase assistance

Typical routing

  • WhatsApp call → 8x8 → SIP → IVR (optional) → queue → agent

Notes

  • Use your existing opening greeting, language selection, and queues.
  • Keep routing logic inside your contact center/PBX where possible.

Scenario 2 — Callback to customer (Business-initiated)​

What it is Your business calls the customer via WhatsApp to continue an ongoing case (e.g., "we'll call you back").

Best for

  • Support callbacks after troubleshooting in chat
  • Appointment confirmations that require voice
  • Delivery exception handling

How it typically works

  1. Customer engages you on WhatsApp chat.
  2. You request calling permission (per Meta policy).
  3. You place the WhatsApp call and deliver it to your SIP endpoint (agent/queue).

Notes

  • Permission/consent requirements are enforced by Meta.
  • Don't state a fixed permission window duration in docs unless you are sure it matches your current Meta enablement.

Scenario 3 — Chat-to-call escalation (agent-assisted)​

What it is When a chat becomes complex, the agent offers a call (customer taps "Call" or you initiate after permission).

Best for

  • Identity verification and complex support flows
  • High-value sales conversations
  • Sensitive cases where voice is faster than chat

Typical routing

  • Agent triggers call escalation → WhatsApp call → 8x8 → SIP → target queue/agent

Operational tips

  • Keep the call reason clear ("We'd like to call to help resolve X").
  • Ensure agent availability before prompting calling.

Scenario 4 — IVR front door (SIP IVR / menu)​

What it is WhatsApp calls land into an IVR first (in your contact center/PBX), then route based on DTMF and business hours.

Best for

  • Multi-department routing
  • After-hours handling
  • High inbound volumes

Typical routing

  • WhatsApp → 8x8 → SIP → IVR → queue/agent

Notes

  • This is SIP-side IVR. (It's not the same as 8x8 Callflow-based IVR.)

Scenario 5 — Multi-site / geo-based routing​

What it is Route calls to different SIP destinations based on:

  • business hours
  • language
  • region/team

Best for

  • Regional support teams
  • Follow-the-sun operations

Typical routing

  • WhatsApp → 8x8 → SIP → (SBC/PBX rules) → site A / site B

Scenario 6 — Recording and quality monitoring (where supported)​

What it is Record and monitor WhatsApp calls like other voice interactions.

Best for

  • QA coaching
  • compliance and dispute handling
  • customer experience analytics

Notes

  • Recording capabilities depend on your SIP/contact center configuration and feature enablement.
  • Confirm recording requirements (consent notices, storage, retention) with your legal/compliance policy.

Pricing​

Pricing for WhatsApp Business Calling is not publicly published at this time.

For commercial terms and enablement, contact Sales — see Support Channels.

Next steps​

Support Channels​