Can callers reach the right team automatically?

Yes. A menu and routing send callers to the right agent or queue.

Do callers need anything special?

No. They call your WhatsApp number from the app they already use.

Are inbound calls logged?

Yes. Inbound call handling is on record.

Can it hand off with context?

Yes. Agents pick up with the caller's context.

WhatsApp Cloud API Calling with IVR and Agent Handoff

WhatsApp Cloud API calling with IVR and agent handoff

When customers call you on WhatsApp, they should reach the right team, not a queue that drops. Bow Chat routes inbound WhatsApp calls with a menu and hands off to the right agent, and logs every call.

Route inbound WhatsApp calls to the right agent

ProblemProblem Statement

Inbound WhatsApp calls land with whoever is free, callers repeat themselves, and there is no routing or record.

Pain PointsKey Pain Points

!Inbound calls are not routed to the right team.
!Callers repeat their issue at each handoff.
!Calls drop when no one is free.
!No record of inbound call handling.

How WhatsApp calling works

How-ToRoute inbound WhatsApp calls

Bow Chat answers inbound WhatsApp calls and routes them to the right agent or team.

Enable inbound calling on your number

Turn on Cloud API calling so customers can call your WhatsApp number.

Set a menu and routing

Route callers by choice or by queue to the right team.

Hand off to an agent

Connect the caller to an available agent with context.

Log every call

Keep a record of inbound calls and their outcomes.

FeaturesKey Features

1Inbound WhatsApp call routing

2Menu and queue-based handoff

3Agent handoff with context

4Logged inbound call activity

ValueValue Proposition

✓Get callers to the right team the first time.
✓Reduce dropped and repeated calls.
✓Keep a record of inbound call handling.

What the team can see

1 Inbound calls received and routed
2 Handoffs to agents
3 Call outcomes
4 Missed or dropped inbound calls

FAQFrequently Asked Questions

Buyer planning guide

How to evaluate WhatsApp Cloud API Calling with IVR and Agent Handoff

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 with IVR and Agent Handoff 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

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