Customers call your WhatsApp Business number. Agents pick up in the browser, right inside the EngageOne inbox. You can also call customers on WhatsApp once they give permission.
Phone calls on Twilio numbers
Connect a Twilio number to take and make voice calls. Calls ring for the agents of that inbox, and agents can call a contact back from the conversation.
In the inbox
Answer calls without leaving EngageOne
Incoming calls ring for the agents who handle that inbox.
Accept or decline with one click. No desk phone or extra app.
The call sits in the same conversation as the customer's messages.
Agents see the contact details and past chats while they talk.
EngageOne · Calls
PriyaWhatsApp · Incoming · 4:05Answered
DanielPhone · Outgoing · 3:12Completed
AmiraPhone · IncomingNo answer
LeoWhatsApp · Outgoing · 1:47Completed
Call history
Logs, recordings and transcripts
Every call is logged in the conversation with its status and length.
Turn call recording on or off for each inbox.
Twilio voice calls can be transcribed, so you can read a call instead of replaying it.
WhatsApp call recordings are saved to the conversation when recording is on.
Conversation · Daniel
Can you call me about the invoice?
Outgoing callCompleted
3:12
Transcript · Agent: Hi Daniel, I am calling about your invoice. Customer: Thanks, I wanted to change the billing name…
Sent the corrected invoice after the call.
Recorded and transcribed
One place for every call
The Calls page lists incoming and outgoing calls across your inboxes.
Context before you answer
See who is calling and what they wrote before.
Easy to review
Play back recordings and read transcripts later.
Clear notes
Add a private note after the call so the team stays in the loop.
Bring calls and chats together
We will show you WhatsApp calling and phone calls in a live demo.
