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Supported calling scenarios

This guide describes the WhatsApp Business Calling integration paths and common usage patterns on 8x8.

VoIP-only: WhatsApp Business Calling is a VoIP service. Do not route calls to the PSTN. Keep the full path VoIP end-to-end.

Topology​

WhatsApp user  →  Meta  —SIP→  8x8 CPaaS  —SIP→  Your delivery path

Meta ↔ 8x8 and 8x8 ↔ customer are both SIP. 8x8 acts as the WhatsApp Calling BSP.

Integration paths​

Four paths. All are configured with your 8x8 account manager during onboarding.

PathCalling todayPermissions & templates
Direct SIPUIC and BICCustomer builds against 8x8 ChatApps API
8x8 ConverseUIC and BICTemplate send and permission-webhook handling baked into Converse — no customer build
GenesysUIC only (BIC planned)—
VCC via AI StudioUIC only—

SIP interconnect details are provided during onboarding rather than published. Speak to your account manager to identify the right path.

Entry points (how users start calls)​

Depending on your configuration:

  1. Call icon in the WhatsApp chat header or business profile — enabled once calling is on the number.
  2. VOICE_CALL button on a message template — see user-initiated calling.
  3. wa.me/call/ deep link — see user-initiated calling.

Usage patterns​

Pattern 1 — Customer support inbound (UIC)​

Customers call from WhatsApp to reach support.

  • Best for: support hotlines, pre-sales, post-purchase assistance
  • Flow: WhatsApp call → 8x8 → integration path → routing → agent

Pattern 2 — Callback to customer (BIC)​

Business calls the customer via WhatsApp after they grant permission.

  • Best for: support callbacks, appointment confirmations, delivery exceptions
  • Available on: Direct SIP, 8x8 Converse. Not on Genesys (planned) or VCC today.
  • See business-initiated calling.

Pattern 3 — Chat-to-call escalation​

When a chat becomes complex, offer a call — customer taps a VOICE_CALL button, uses a deep link, or you request calling permission and initiate.

  • Best for: identity verification, high-value sales, sensitive cases

Pattern 4 — Recording and quality monitoring​

Record and monitor WhatsApp calls like other voice interactions.

  • Call recording is available for configuration through your account manager.
  • The VRU webhook notifies when recordings are uploaded — enable via your AM.
  • VSS (Voice Session Summary) can be configured on demand via your AM.
  • Confirm consent-notice, storage, and retention requirements with your legal/compliance policy.

Availability and limitations​

  • UIC: available where WhatsApp Business Messaging is available (with sanctioned-country exceptions).
  • BIC: availability varies by business-number country code. Excluded: USA, Canada, Egypt, Nigeria, Türkiye, Vietnam.

Confirm availability for your business number country code with your 8x8 account team.

Pricing​

UIC calls are free. BIC calls are billed in 6-second pulses, by destination country and monthly volume tier. See Overview → Pricing.

Next steps​

Support Channels​