Smarter Engagements on WhatsApp: WhatsApp Business Calling is Coming Very Soon to Twilio Voice

Smarter Engagements on WhatsApp: WhatsApp Business Calling is Coming Very Soon to Twilio Voice

We are excited to announce that in partnership with Meta, WhatsApp Business Calling will be generally available on Twilio’s Programmable Voice platform starting July 15, 2025.

WhatsApp Business Calling adds Voice-over-IP (VoIP) calling to conversations between consumers and businesses on the WhatsApp application. Consumers can now use the WhatsApp application to seamlessly communicate with businesses via a single conversation for both Messaging and Voice. For businesses, Twilio’s APIs make it easy to deliver smarter, data-driven engagement to WhatsApp’s three billion users, while benefiting from seamless onboarding and compliance, effortless scale and global reach, and the ability to monitor and extend every interaction for true differentiation.

Why businesses need voice inside WhatsApp

Billions of customers worldwide rely on WhatsApp for their personal and business communication, and it’s growing fast, with Twilio seeing 35% year-over-year growth in WhatsApp usage during Cyber Week 2024 alone.  While messaging is fast and convenient, some moments are better served by a real conversation, whether it’s clarifying a service question, closing a sale, or resolving a complex issue. Until now, escalating to voice meant switching apps, repeating information, and losing valuable context. 

WhatsApp Business Calling changes that. Starting July 15, 2025, businesses can now launch voice calls right inside the same WhatsApp thread, preserving conversation history and building trust with customers who prefer not to step outside their favorite app.

What Is WhatsApp Business Calling?

WhatsApp Business Calling enables VoIP communication between businesses and customers on the WhatsApp app. Customers experience it just like a regular WhatsApp call, while businesses use Twilio’s Programmable Voice and Messaging APIs to deliver branded, data-driven, contextual voice interactions, no separate app or infrastructure required. 

If your business already uses Twilio Voice or Twilio Flex, you can easily integrate WhatsApp voice calls into your existing voice environment, leveraging the same Twilio tools, workflows, and analytics you know and trust. This empowers businesses to keep users on the WhatsApp app for real-time, personalized support, better outreach, and deeper analytics, all with minimal development effort. Onboarding to Twilio’s WhatsApp Business Calling uses the same flow as our WhatsApp Business Messaging platform, so getting started is fast and familiar.

Real-World impact

Nova Gestões significantly improved reconciliation rates and customer response by moving outreach to WhatsApp with Twilio. Now, with the addition of WhatsApp Business Calling, over 80% of calls now reach decision-makers, double the accuracy of traditional voice channels. For customers, the persistent WhatsApp thread means conversations happen on their terms, at their convenience.

The Twilio difference for WhatsApp Business

• One platform for Messaging and Voice: Build seamless, branded customer journeys across WhatsApp, SMS, and voice using programmable APIs, no fragmented integrations or vendor lock-in.

• Automated Onboarding & Template Management: Accelerate go-live and manage content at scale with self-service onboarding, template approvals, and sender provisioning, all guided by Twilio’s WhatsApp Tech Provider Program.

• Compliance Support & Advanced Controls: Twilio provides the tools, APIs, and workflows to help businesses enforce opt-in/opt-out, automate compliance checks, and meet regulatory requirements globally.

• Enterprise-Grade Reliability: Automatic queuing, retries, and global infrastructure ensure high deliverability, uptime, and the ability to scale without sacrificing consistency or control.

• Powerful analytics and AI for voice: Real-time insights, advanced reporting, and integrated Conversational Intelligence help businesses understand, personalize, and optimize every interaction.

• Verified Branding & Trust: Easily set up branded sender profiles, access Official Business Account (OBA) support, and deliver trusted, high-engagement interactions that stand out from spam.

• Built for Builders: Robust developer resources, flexible orchestration (including ConversationRelay), and deep integrations with tools like Flex and Segment make it easy to innovate and optimize at any scale.

Twilio transforms WhatsApp from a basic chat tool into a trusted, programmable engagement engine, helping businesses drive loyalty, engagement, and revenue, globally and at scale.

WhatsApp Business Calling key features

• Programmable APIs: Handle messaging and voice calls in the same WhatsApp thread

• Trust: Each interaction displays your verified business name and logo for higher answer rates.

• Flexible Integrations: Connect WhatsApp calling streams with Twilio Voice tools, including Flex, Conversational AI (Conversational Intelligence & Conversational Relay), IVR, bots, call recording, or speech-to-text tools.

• Coverage: Calls can be placed to or from WhatsApp consumers internationally.

  • User-initiated calls are supported to WhatsApp business numbers globally.

  • Business-initiated calling (based on business number country code) is also supported in all countries where WhatsApp Business Platform operates, with the exception of the U.S., Nigeria, Canada, Egypt, Vietnam and Turkey.

• Interactive Call Templates & Click-to-Call: Use templates and call-to-action buttons to collect consent and switch between chats and calls instantly.

• Efficient Voice Interactions: Enable DTMF for IVRs with a numeric keypad; set business hours for when customers can call.

• Rich Media Support: Share images, documents, and links before, during, or after a call.

• Deep Links: Give customers the option to call you from a webpage, QR code, message, etc. with just a click.

• Actionable Insights: Real-time analytics and AI (Conversational Intelligence) for every call.

Business Value at Every Touchpoint

When used strategically, voice isn’t just another channel, it’s the most direct path to high-impact business outcomes. Whether customers are reaching out for urgent support, navigating automated self-service flows, or connecting with a live agent, voice interactions accelerate resolution and deepen engagement.

With VoIP technology integrated directly into WhatsApp, businesses gain high-quality, cost-effective, and flexible communication that drives measurable results, boosting sales, increasing customer satisfaction, and improving support.

Get Started with WhatsApp Business Calling

WhatsApp Business Calling will be generally available as part of Twilio’s WhatsApp Business Platform, using Twilio Programmable Messaging and Voice, starting on July 15.

Ready to build more personalized communication flows?

• Start with the WhatsApp Business Platform with Twilio

• Supercharge WhatsApp Business Calling with Twilio Programmable Voice

• Quick guide to WhatsApp Business Calling

Learn more here