To make a WhatsApp call directly from the Papo platform (https://papo.global/), you need a configured and enabled voice channel, such as PapoCall. Once active, a phone icon appears in the conversation, allowing agents to start audio or video calls with one click, without needing a mobile phone, and with all history centralized in the contact profile.
This feature turns Papo into a complete communication hub, bringing WhatsApp text, audio, and video messages together in a single customer history. Instead of asking the customer to call another number or use a separate device, the agent can escalate the conversation to a voice or video call with a single click, keeping the entire interaction recorded on the same platform.
Feature Summary
| Feature | Description |
|---|---|
| Activation | Requires a voice inbox (e.g., PapoCall) with the WhatsApp calling feature enabled. |
| Interface | Phone and camera icons appear in the contact's conversation window. |
| Agent Experience | The call is started and conducted from the computer, using a microphone and headphones, without leaving Papo. |
| Customer Experience | The customer receives a standard WhatsApp audio or video call on their mobile phone, originating from your company's official number. |
| History | Every call (outgoing, incoming, missed) is automatically recorded in the contact profile, along with text messages. |
| Analytics | Call data is consolidated in the Calls report, with metrics for direction, status, and method. |
How to Start a WhatsApp Call
Once the feature is enabled on your account, the process for the agent is simple and intuitive.
- Open the conversation – Navigate to the conversation with the customer you want to call.
- Locate the call icons – At the top of the chat window, next to the contact's name, you will see the icons to start a call.
- Choose the call type – Click the phone icon for an audio call or the camera icon for a video call.
- Make the call – A call interface will appear on the screen. Use your computer's microphone and speakers (or headset) to talk to the customer.
- End and log – When you end the call, the event is automatically recorded in the conversation history, indicating the duration, the responsible agent, and the call outcome.
The entire process takes place within the Papo ecosystem, ensuring the agent keeps the customer's full context in front of them, including previous conversations and CRM data.
How to Enable the Feature
Enabling WhatsApp calls is a configuration process that must be done by an account administrator.
- Create a voice inbox – In Settings → Inboxes, click Add inbox and select the Voice channel.
- Choose the provider – Select the compatible provider, such as PapoCall, which supports native WhatsApp calls.
- Enable WhatsApp calls – During configuration, check the option to enable calls via WhatsApp. This step is essential for the call icons to appear in the agents' interface.
- Assign agents – Add the agents or teams that will have permission to use this voice channel. Only assigned agents will be able to make and receive these calls.
After saving the configuration, the feature will be available to the selected agents.
Who This Feature Is Ideal For
The ability to make WhatsApp calls directly from Papo is especially useful for:
- Sales teams – Who need to call leads that requested a quote via chat, speeding up negotiations without leaving the CRM.
- Tier 2 support – Where complex issues reported by message can be resolved faster with a voice or video conversation.
- Humanized service – In situations that require a more personal touch, such as a delicate complaint or closing an important contract.
Frequently Asked Questions
Do I need to install any program on my computer?
No. All audio and video calling functionality takes place directly in your web browser, within the Papo platform. You only need a microphone and headphones or speakers connected to the computer.
Does the customer receive the call as a normal WhatsApp call?
Yes. For your customer, the experience is identical to receiving any other audio or video call via WhatsApp. The call will come from your company's official phone number connected to Papo.
Are audio and video calls recorded?
Call recording depends on your voice provider settings and your plan. If available, recordings are linked to the contact's history for future reference.
Can I make group calls via WhatsApp in Papo?
Currently, Papo's calling feature is focused on individual calls between the agent and the customer. Group calls are not natively supported by this integration.
Does the call consume WhatsApp credits?
Yes. Voice and video calls use the official WhatsApp API and may consume conversation credits from your plan, depending on your account configuration. Check the pricing page or support for specific details.
What happens if the call drops?
If the connection is interrupted, the event is recorded as a missed or incomplete call in the contact's history. The agent can resume the conversation via chat or start a new call immediately.
Read also
- How to integrate Wavoip into Papo to make and receive voice calls
- Why does Papo use the Official WhatsApp API instead of WhatsApp Web?
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