Calls plus WhatsApp
Keep missed calls and WhatsApp follow-ups in the same customer workflow.
Many customer journeys move from a call to WhatsApp and back again. Bow Chat gives sales and support teams one place to see call context, conversation history, owner, and next action.
Workflow in practice
Continue a missed call through the customer conversation.
A customer calls while an adviser is occupied, then sends a WhatsApp message about the same request. The callback needs the customer’s question and previous commitments.
- Find the customer context
- Review the call event and the connected customer record or conversation. Identify the team or adviser responsible for the request.
- Give the callback an owner
- Record the callback and keep its requirement with the conversation. The next adviser can use the available notes and call history.
- Close the loop
- After the callback, update the next action and send the relevant follow-up in the customer’s channel. A manager reviews calls that still need attention.
Review missed calls awaiting follow-up, callback completion and requests that move to a useful next action.
Read the setup guide →Workflow fit
Built around the job your team is trying to finish.
Keep the conversation, its owner and the next action together throughout the customer relationship.
Missed-call queue
Turn unanswered calls into visible follow-up work.
Click-to-call workflow
Let agents call and then continue the customer journey in Bow Chat.
WhatsApp follow-up
Send the right follow-up message after a missed or completed call.
Voice AI intake
Use AI where useful for qualification, summaries, and handoff.
Call context
Keep recordings, notes, dispositions, and summaries tied to the customer record where enabled.
Routing paths
Route calls and callbacks by team, branch, availability, or customer type.
Operating path
From the first enquiry to a clear next action.
Connect your channels, configure the team and put routing, follow-up and reporting around the work you handle every day.
Choose the calling lane
Start with business calling, WhatsApp Calling, or the existing voice setup.
Define missed-call ownership
Choose who owns callbacks and how quickly they must happen.
Connect WhatsApp follow-up
Create follow-up messages or tasks after calls.
Add AI where useful
Use AI intake, summaries, or qualification only where it improves speed and accuracy.
Review outcomes
Measure missed calls, callbacks, WhatsApp follow-ups, and qualified outcomes.
Best use cases
Where this workflow helps your team.
Match the setup to the people who handle the conversation and the outcome the customer needs.
Sales callbacks
Make sure high-intent calls become assigned follow-up work.
Clinics and appointments
Recover missed appointment calls with WhatsApp follow-up.
Real estate sales
Track call, WhatsApp, and site visit follow-up in one place.
Support escalation
Move urgent voice conversations back into visible support ownership.
Frequently asked questions.
Understand the channel setup, team controls and workflow before your walkthrough.
Is this the same as Enterprise WhatsApp Calling?
No. This page covers the broader calls plus WhatsApp CRM workflow. Enterprise WhatsApp Calling is a specific Cloud API calling solution.
Can missed calls create tasks?
Yes. Missed calls should become owned follow-up work, not a hidden call log.
Can Voice AI answer calls?
Voice AI can support configured intake, summaries, and handoff when deployed with clear guardrails.
Calls and WhatsApp CRM
See the workflow with your team’s real requirements.
Bring a representative conversation, your team structure and the next action you want to improve. We’ll walk through the channel setup, ownership and follow-up together.