Voice Call

Voice Call allows you to make and receive WhatsApp voice calls directly from within Dynamics 365 CRM, enabling faster conversations, reducing response time, and maintaining a human touch.

Voice calls can be configured with call recording and consent management for full compliance.

Step 1: Enable Voice Calling in Meta (WABA)

Before using the voice calling feature, you must enable calls on your WhatsApp Business Account in Meta.

How to Enable:

1. Go to Meta App Dashboard.

2. Open the Configuration settings -> Enable calls

1. Navigate to Business Settings.

1. Click WhatsApp Accounts → WhatsApp Manager.

1. Select your WhatsApp Number (Record).

1. Click on Calls and enable the following toggles:

Step 2: Create Call Consent Message Template

To comply with user permissions, a Calling Consent Template must be created. You must send this template to the client before initiating a voice call. Without the client’s approval, you are not permitted to make the call.

How to Create a Calling Consent Template:

1. In Meta → WhatsApp Manager → Create Template.

1. Select Template Type: Calling Permissions Request.

1. Template Example:

Hello, can I call you for business purposes?

Step 3: Set Up Call Recording Template in WhatsApp4Dynamics

Recording customer calls? Ensure transparency and compliance with Recording Consent Templates.

To Create:

1. First, create the template in Meta. Once the template is approved by Meta, proceed to the next step.

2. Go to Message Templates in WhatsApp4Dynamics.

3. Click New Message Template.

1. Select Template Type: Call Recording Template.

1. Choose your approved template.

Example Template:

Hello, for business purposes, we are storing this call. If you do not consent, please select No. Otherwise, your continued presence on the call indicates your consent.

Save and publish the template.

Note:

• Currently, only a single button is supported in the template.

• The button text clearly indicates “No”.

• If the customer clicks the "No" button, the call will not be recorded to ensure compliance with consent laws.

Step 4: Configure Voice Call Preferences

Navigate to: Configuration → WhatsApp Preferences → Voice Call Settings

Voice Call Settings:

• User Sent: Agent sends manually during the call

• System Sent: Sent automatically during the call

• If no option selected: Recording starts by default

• Call Ringtone: Users must enter a URL that links to a custom ringtone file stored in Azure Blob Storage. This ringtone will play for incoming calls.

• Call Ring Recipients: Define who is alerted when a new incoming call arrives and the chat status is new, meaning there is no assigned chat owner yet.

Team: All team members get system notification Team Admin: Only the team admin's device rings and receives the notification where the chat status is new and has no assigned owner.

System Notifications

• To receive system notifications, users must enable notifications in their browser settings for the CRM site.

• Agents can see calling notifications both in the chat UI and the notification panel, ensuring they don’t miss incoming calls even when navigating away from the chat screen.

Voice Call UI

Incoming Call UI:

1. Accept Call - Answer the incoming call.

2. End Call - Immediately terminate the call from your side.

3. Send Call Recording Consent - This button sends the call recording consent template. If the user does not consent, the system will terminate the call. The global recording consent template is used when this button is tapped.

UI when a Call is Accepted:

• Calling: The system starts ringing the selected recipient.

• Ringing: Notification is sent and ringtone plays at client’s end.

• Send Recording Consent – Sends the call recording consent template to the customer. If the customer declines, the call may not be recorded.

Callbacks and Templates

If the agent misses a call:

• A “Tap to Call Back” hyperlink appears in the chat.

System Notifications

With System Notifications enabled, agents receive sound alerts for incoming calls even while navigating away from the chat screen, ensuring prompt attention.

Call History and Media Storage

• Call history is logged under the Chat Hub.

• Call recordings and any associated media are stored securely in Azure Blob Storage, which helps reduce CRM storage usage.