3Dolphins
Move urgent conversations from chat to voice—inside WhatsApp.
Let customers call a business and let teams request outbound calls when a complex or time-sensitive issue needs a human voice.
Connected workflows · Human ownership · Reviewable outcomes
Continue the customer conversation in voice
Some requests need more explanation than a message can comfortably carry. WhatsApp Calling gives eligible business journeys a route from chat to voice, with a clear call purpose and an operational handover around the conversation.
User-initiated calling
Let customers call the business through the supported WhatsApp experience. Connect the incoming call with the service routing and agent setup defined for your operation.
Business-initiated calling
Build an outbound call journey around the customer’s required calling permission. Confirm eligibility and permission before placing the call.
Connected chat-to-voice handover
Prepare relevant conversation context for the team handling the call. Afterward, keep the next action and customer update connected with the service process.
Use voice when it makes the next step clearer
Explain complex requests
A live conversation can help customers clarify a complicated issue. Use the call for a defined objective instead of asking them to repeat the full enquiry.
Prepare the receiving team
Share the reason for calling and useful references through the scoped service workflow. Better context helps the agent focus on resolution.
Keep permission part of the journey
For business-initiated calls, requesting and checking permission belongs before the call. Avoid treating a messaging relationship as automatic permission to call.
Close the loop after the call
Capture the outcome, assign any follow-up, and send an appropriate written update where needed. A call should advance the case rather than create another disconnected interaction.
Choose the right route from chat to voice.
Keep customer context connected when a human conversation improves the outcome.
User-initiated calls
Customers call the business through WhatsApp and reach an available service team.
Business-initiated calls
The business follows the customer permission process before starting an eligible call.
Connected service context
Relevant conversation history, ownership, and follow-up remain in the service operation.
Follow the work from request to result
Define the information, owner, and expected outcome at each step.
01
Identify
Agree why a voice conversation would help.
02
Prepare
Collect the relevant enquiry and reference information.
03
Check
For outbound calling, confirm the required permission and eligibility.
04
Connect
Route the call through the configured service operation.
05
Follow up
Record the outcome and continue the next action.
Put the capability to work in a real business journey
Choose the journey that matches the work your team needs to complete.
Help the customer explain an urgent issue
A customer calls after a difficult support conversation. The service team uses the available case context to clarify the issue and agree the next step.
- Receive the customer’s call
- Connect with the responsible support operation
- Record the resolution or the follow-up owner
What to review
Review answered calls and whether the issue moves toward resolution.
Continue a conversation with a permitted callback
The customer requests a callback for a complex enquiry. The team confirms the required permission, prepares the call context, and contacts the customer through the supported journey.
- Capture the callback purpose
- Check calling permission and applicable eligibility
- Connect the call and record its outcome
What to review
Review successful connections and completed callbacks.
Keep the request moving after the call
A call resolves part of a booking, claim, or product enquiry but requires another team’s action. Keep the conversation outcome and supporting details attached to that handover.
- Summarize what the call clarified
- Assign the remaining action to its owner
- Send the relevant next-step update
What to review
Review handover completeness and unresolved follow-ups.
Define success before you scale
Use your own baseline and review the results against the task your team wants to improve.
Connection outcomes
Review answered calls, unsuccessful attempts, and callback completion.
Resolution progress
Did the voice conversation clarify or resolve the customer’s request?
Follow-up ownership
Does every remaining action have an accountable owner?
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Questions before you get started
No. Business-initiated calling requires the applicable user permission and calling eligibility. Confirm these conditions in the implementation scope.
Not automatically. It adds a calling channel; the relationship with your existing telephony and contact-center setup needs to be designed and tested.
The available context depends on the connected service workspace and integration. Define which conversation and case details should accompany the call.
Choose a narrow journey, such as callbacks for a complex enquiry. Review permission handling, routing, connection outcomes, and follow-up before expanding.
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