Can agents do both chat and calls?

Yes. Bow Chat brings WhatsApp chat and calling into one agent workspace.

Do customers need anything to take the call?

No. They receive a WhatsApp call on the app they already use.

Can we report on connect rates?

Yes. Call activity and outcomes are visible for reporting.

Does it work for multiple campaign numbers?

Yes. Enable calling across your campaign WhatsApp numbers.

WhatsApp Cloud API Calling for BPO Contact Centers

WhatsApp Cloud API calling for BPO contact centers

Contact centers reach more customers when calls come from a channel people trust. Bow Chat lets BPO agents place and take WhatsApp calls beside chat in one workspace, log every call outcome, and report connect rates.

Run outbound and inbound voice on WhatsApp

ProblemProblem Statement

A BPO dials from numbers customers ignore or mark spam, connect rates fall, and voice activity is not unified with the chat customers prefer.

Pain PointsKey Pain Points

!Low connect rates from unknown or flagged numbers.
!Voice and chat live in separate tools.
!Call outcomes are logged inconsistently.
!No unified reporting on connect and outcome rates.

How WhatsApp calling works

How-ToCall campaign call list from one place

Bow Chat adds voice to the WhatsApp number your customers already recognise.

Enable WhatsApp calling on your number

Turn on Cloud API calling for your campaign WhatsApp numbers.

Work the campaign call list

Agents place and receive WhatsApp calls beside chat in Bow Chat.

Log the outcome

Mark each call connected, callback, resolved, or no-answer so the record reflects reality.

Follow up the gaps

Unreached contacts return to the queue for a message or a retry.

FeaturesKey Features

1WhatsApp calling on your existing business number

2Per-contact call outcome logging

3Follow-up queue for unreached contacts

4Call activity visible to supervisors

ValueValue Proposition

✓Reach customers on a channel they open, improving connect rates.
✓Unify voice and chat in one agent workspace.
✓Report connect and outcome rates across campaigns.

What the team can see

1 Calls placed, connected and by outcome
2 Connect rate by campaign and agent
3 Outcomes tied to each contact
4 Queue of unreached contacts

FAQFrequently Asked Questions

Buyer planning guide

How to evaluate WhatsApp Cloud API Calling for BPO Contact Centers

Before buying or building this workflow, align the customer signal, team ownership, automation boundaries, and the metric that proves the use case is working.

Capture the signal

Identify the customer messages, campaign replies, forms, or calls that should trigger the WhatsApp Cloud API Calling for BPO Contact Centers workflow.

Route with context

Send each conversation to the right inbox, owner, or automation path with the customer history visible.

Assist the team

Use AI summaries, approved replies, reminders, and handoff notes so agents do not start from a blank thread.

Measure the outcome

Track response speed, missed conversations, lead capture, resolution quality, and automation coverage.

Implementation checklist

Map the inbound WhatsApp or voice sources that create this workflow.
Define who owns the first response, escalation, and final resolution.
Write the qualification questions, approved replies, and handoff notes.
Connect the CRM, ticketing, order, or reporting systems that need updates.
Review privacy, masking, consent, and audit requirements before launch.

Metrics to watch

First response timeMissed or stale conversationsQualified lead captureHandoff completionResolution or conversion rateAutomation coverage

Related Bow Chat resources

Bow Chat solutionsCompare the main WhatsApp, AI, voice, and automation workflows Bow Chat supports.Bow Chat voiceUse AI voice workflows alongside messaging when conversations need a live escalation path.Enterprise WhatsApp callingAdd governed WhatsApp calling paths for sales, support, and operations teams.WhatsApp Web vs Cloud API groupsUnderstand which WhatsApp group capabilities fit today and what depends on Meta support.