WhatsApp business calling

Prerequisites

• A “Meta for Business” account which has verified status.

Linking Your WhatsApp Business Account to Synthflow

1. Create or select an existing inbound agent.
2. Go to the Deployment section and open the WhatsApp tab.
3. Click Login with Facebook and complete the popup flow.
4. You will need to login with a Meta account.
5. You will need to sync, or create a meta business profile.
6. If you have an existing WhatsApp Business Account, you can choose that, or create a new one.

Sending a call from WhatsApp to Synthflow

• If a customer clicks the call button at the top of your WhatsApp screen, that call will be routed to your Synthflow agent.
• You can build call me buttons, see here for more details.

FAQ

How much do WhatsApp calls cost?

Currently, we bill WhatsApp calls at the same cost as normal Synthflow calls

Can I use all types of actions?

Custom actions and real time booking actions work with WhatsApp call, however call transfers currently do not.

Can I adjust the agent’s voice, language, LLM model?

Yes, you can adjust all these setting as you normally would!

Can I bring an existing WhatsApp Business account?

Yes!

Can my agent accept both Telephony calls and WhatsApp Calls?

Yes!

Known Limitations

1. WhatsApp Business Calling only works with inbound Synthflow agents, not outbound.
2. Call transfers action do not work currently when a user calls via WhatsApp.
3. Each Synthflow workspace can connect to only one Meta Business Account. You can still create multiple agents for different WhatsApp numbers, but all those numbers must belong to the same Meta Business Account.
4. A Meta Business Account can have a maximum of 20 WhatsApp accounts. This restriction comes from Meta, not Synthflow.