Sprinklr supports WhatsApp Business Calling for inbound voice interactions, allowing agents to connect with customers on their preferred communication channel—WhatsApp.

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With this enhancement, agents can receive inbound WhatsApp calls, using the same workflows in call controls available for standard voice calls. This feature helps businesses streamline customer support, improve reachability, and deliver a more seamless customer experience.

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This feature is relevant for the following roles:

• Agents who handle customer support and need to receive WhatsApp calls

• Supervisors who monitor, assist, or review agent interactions

• Administrators responsible for enabling and configuring WhatsApp calling

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Supported Capabilities

• Inbound WhatsApp calls

• All standard voice call features, including:

  • Call controls (mute, hold, transfer)

  • Call recording

  • Adding secondary agents

  • Guided workflows

  • After call work (ACW)

• Supervisor monitoring and review

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Prerequisites

Before enabling WhatsApp calling, ensure the following prerequisites are met:

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WhatsApp Business Setup

• WhatsApp Business Account (WABA) is configured

• Webhook endpoint is created and subscribed to required WhatsApp fields - https://developers.facebook.com/documentation/business-messaging/whatsapp/webhooks/create-webhook-endpoint

• System user and permanent access token are created

• Call settings are configured for inbound calling - https://developers.facebook.com/documentation/business-messaging/whatsapp/calling/call-settings

• Voice Application configuration - Ensure to enable the Enable WhatsApp Calling toggle in the Advanced Settings tab of the Voice Application page. ​

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How WhatsApp Calling Works

Inbound WhatsApp Calls

When a customer initiates a WhatsApp call:

• The agent receives the call in Sprinklr

• The call behaves the same as a standard voice call

• All Care Console features are available

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Ongoing Call Experience

Once connected:

• WhatsApp calls function exactly like standard voice calls

• Agents can:

  • Transfer calls

  • Add participants

  • Use guided workflows

  • Record calls

• Either the agent or the customer can end the call

• After call termination, After‑Call Work (ACW) starts automatically

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Supervisor Capabilities

Supervisors can perform all standard actions on WhatsApp calls, including:

• Monitoring live calls

• Assisting agents

• Reviewing call recordings

• Accessing reports and metrics

There is no functional difference between supervising a WhatsApp call and a standard voice call.

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Summary

• WhatsApp calling supports inbound calls in Sprinklr

• Agents use the same workflows and call controls as voice calls

• Supervisors retain full visibility and control