📘

Currently this offering is on hold, we will be back in a few weeks!'

ℹ️

If voice testing is not being done, please disable the voice icon. Leaving it enabled without proper setup can lead to the WABA being flagged or banned by Meta.

Introduction

WhatsApp Voice allows end customers to make and receive voice calls through WhatsApp. Meta is introducing the native calling to the WhatsApp Business Platform, creating a true end-to-end messaging journey, where customer can call and message a business all in the same WhatsApp thread. This helps end users keep all context in one thread, build confidence in a brand and quickly escalate for help via calls where required.

This document outlines the prerequisites, setup procedures, and API integrations necessary for Tech Provider’s customers to enable WhatsApp Voice using Gupshup.

Support

For Beta issues, write directly to [email protected] for faster resolution.

Prerequisites

To activate WhatsApp Voice for your end customers, ensure the following:

Requirements from Tech Provider & Business

• Active WhatsApp phone number on Gupshup.
• SIP Voice setup with full-fledged calling via PSTN (Public Switched Telephone Network).
• Audio Codec: Opus/48000.
• Call Routing: Ensure seamless call forwarding without failures.
• Firewall Configuration: No firewalls should block the connection.
• IP Whitelisting: Add 54.207.112.105 to the whitelist.

How to get started

Below are the steps

1. Partner Initiates Voice Enablement
   1. The partner sends a request to enable voice using the Partner Portal API along with the SIP configuration.
2. Gupshup Processes the Request
   1. The request is forwarded to Meta's to enable voice.
3. Meta's Response
   1. If successful, Meta responds with Enable Voice - OK.
   2. If failed, Meta returns an error message with a reason.
4. SIP Configuration Setup
   1. Once voice is enabled, your sip config will receive signals once a WhatsApp call is received and you can accept or reject calls from there.

Key Notes

• Voice deductions occur in real-time.
• Gupshup charges the same wallet the WABA is in.

How to Enable WhatsApp Voice on WABA

You can enable user-initiated calling in 2 ways:

Through Call icon visibility

Enable/Disable Voice

Use the API to enable or disable the WhatsApp Voice feature.

SIP Configuration - Sample Metadata Format for SIP

Below is an example of the SIP configuration metadata format:

[
  {
    "is_register": false,
    "user": "911XXXX258312",
    "username": "911XXXX258312",
    "host": "ip-XX-232-3-XX.ap-XXX-1.compute.internal",
    "port": "50X1",
    "secret_key": "XXXXXXXX18fc94ac1488b86c0XXXXX",
    "force_tcp": false
  }
]

Through Interactive message type

Create Voice Type Template or Interactive Message

Use this API to create voice templates.

Receiving billing event for Voice

{
  "call": {
    "id": "wacid.XXXXXXXXXXXXX-Hc5eCgK5Gh",
    "to": "16315XXX601",
    "from": "16315XX3602",
    "event": "terminate",
    "direction": "[outgoing|incoming]",
    "timestamp": 1671644824,
    "status": "[Failed | Completed]",
    "start_time": 1671644824,
    "end_time": 1671644944,
    "duration": 120
  },
  "phone": "780XXX7021",
  "conversationType": "CALL",
  "isGsBilling": true/false,
  "appId": "269a4153-XXX-4590-XXXX-6e2e937836e4",
  "gsBilling": true/false,
  "billable": true/false
}

Voice Analytics

Voice analytics will now be available on the partner analytics page.

📘

NOTE:

The caller can be from any region, but latency may vary based on the caller’s location.

ℹ️

Inbound Voice calls are free of charge by Meta