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WhatsApp calling and your PBX: how voice and chat work on one number.
WhatsApp Business calling lets customers call your business number from inside WhatsApp, and lets your team call back. A cloud call center connects those calls to your queues, IVR and recording, next to your chats.
The short answer
WhatsApp calls are internet calls, not phone-network calls, so they need no SIM line or desk phone. A cloud PBX or call center receives them like any other call, routes them to the right agent, and records them. Unecast Cloud Call Center does this on the same number your customers already message. For Sri Lanka, Meta lists outgoing calls at US$0.0114 per minute.
How WhatsApp calling works
- Customer calls. They tap the call button in your WhatsApp chat or business profile.
- Your platform receives the call. It arrives over the internet through the WhatsApp Business Calling API.
- Routing. An IVR menu or queue sends it to a sales, support or branch agent.
- Agent answers in the browser. No hardware is needed. The call can be recorded and logged against the chat.
- Call back. Your team can call the customer back on WhatsApp, subject to Meta's permission rules for business-initiated calls.
Cloud PBX, WhatsApp calling and a traditional PBX
| Traditional PBX | Cloud PBX or call center | Cloud call center with WhatsApp calling | |
|---|---|---|---|
| Hardware | Desk phones and a server | Browser or app | Browser or app |
| Call type | Phone network lines | Phone network and internet | Phone network, internet and WhatsApp |
| Customer reach | People who dial a number | People who dial a number | Also people already chatting on WhatsApp |
| Chat and voice together | No | Usually separate tools | Same number, same inbox |
| Growth | Add lines and hardware | Add agents | Add agents |
What to look for
- IVR and routing. A clear menu and rules for queues, branches and extensions.
- Recording and dashboards. Recordings you can search and live views of waiting callers.
- One inbox for chat and calls. The agent should see the chat history before they pick up.
- Fallback. Calls that nobody answers should turn into a callback task or a WhatsApp message.
- Clear per-minute pricing. Know what Meta charges and what your platform adds.
A note for Sri Lankan businesses
Many customers already use WhatsApp daily, so a WhatsApp call button on your site or ads can replace a missed-call number. Keep your existing hotline for customers who prefer it, and let the call center route both to the same agents. Check that your plan covers WhatsApp calling in Sri Lanka before you rely on it.
Frequently asked questions
What is a WhatsApp PBX?
It is a PBX or cloud call center that can receive and place calls through the WhatsApp Business Calling API, alongside normal phone calls.
Do I need a physical phone line for WhatsApp calls?
No. WhatsApp calls run over the internet. Your agents use a browser or app.
Can customers call my business on WhatsApp?
Yes, when calling is enabled for your WhatsApp Business number. The customer taps the call button in the chat or profile.
How much do WhatsApp business calls cost?
Meta's rate card lists outgoing calls per minute by country. For Sri Lanka the rate is US$0.0114 per minute. Check Meta's current terms for incoming calls.
Does it replace my cloud PBX?
It adds a channel. You can keep phone-network calls and add WhatsApp calls in the same queues.
Keep reading
Put voice and chat on one number
Book a demo and we will show a WhatsApp call arriving in a live queue.