WhatsApp Voice Calling (Outbound)
Updated
Businesses can initiate outbound voice calls via WhatsApp to connect directly with customers, strengthen engagement, and deliver timely support. Outbound calling helps organizations provide personalized assistance and resolve issues faster.
Note: Access to this feature is controlled by a dynamic property (DP). To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Country Eligibility
Business-initiated calling is available everywhere Cloud API is supported.
Excluded countries: United States, Canada, Egypt, Vietnam, and Nigeria.
Note: The business phone number's country code must belong to a supported region (consumer numbers can be from any Cloud API-supported country).
Prerequisites
DP Enablement: Ensure that the DP is enabled by reaching out to your Success Manager or Sprinklr Support.
User Consent: The customer must grant explicit call permission (temporary or permanent) before the business can initiate a call
Call Permission Request Template: Create and send a Call Permission Request template. For steps, see Create a Call Permission Request Template.
Permission Rules
Type | Duration |
Temporary | 7 days (168 hours) from approval |
Permanent | No expiry, until user revokes |
Connected Call Limit | Max 100 connected calls per 24 hours per business phone number |
Permission Request Limits
Max 1 request per 24 hours
Max 2 requests per 7 days
Limits reset after a connected call occurs
Unanswered Call Handling
2 consecutive unanswered calls → system prompts user to reconsider permission
4 consecutive unanswered calls → permission is automatically revoked
Create a Call Permission Request Template
You can create a Highly Structured Message (HSM) template to request call permission from customers before initiating an outbound voice call. This template helps ensure customers provide explicit consent and makes the call workflow clear and transparent.
To create an HSM template for call permission request, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. Under Platform Modules > Integrate, click Digital Asset Management.
3. In the top‑right corner, click Create Asset.
4. From the dropdown, select Templates > Omni Chat Templates.
5. In the Basic Details section, enter the template name and description.
6. In the Asset Specific section:
From the Channel drop‑down, select WhatsApp Business.
From the Template Type drop‑down, select HSM.
7. In the Template Details section, enter the following:
Field | Description |
WhatsApp Account Name | From this dropdown, select the desired WhatsApp Business account. |
WhatsApp Business Account Name | Registered business account name associated with WhatsApp. This is auto-filled. |
WhatsApp Account ID | Unique identifier of the WhatsApp account. This is auto-filled |
WhatsApp Account Phone Number | Phone number associated with the WhatsApp account. This is auto-filled. |
Language Code | Template language and locale code. |
Element Name | Unique element name for the template. Use only lowercase letters, underscores, and numbers. Spaces are not allowed. |
Category | From this dropdown, select Marketing. |
Type of Message | From this dropdown, select Call Permission Request. |
Enable Automatic Category Change | Automatically adjusts category during validation to avoid miscategorization. |
8. In the Message Details section, enter the following:
Field | Description | Character Limit |
Header Type | Automatically set to TEXT when the message type is Call Permission Request. This value is fixed and cannot be changed. | NA |
Header Text | Appears at the top of the product list. | 60 characters |
Message | Main text content of the template. | 1024 characters |
Footer | Footer content displayed at the bottom. | 60 characters |
9. Once you have composed the call permission request asset, configure notifications, asset details, properties, additional details, and sharing options.
10. Click Save.