This guide walks you through the steps to enable and configure WhatsApp voice calling for your Bik Helpdesk channel.
Steps to Set Up:
Step 1: Navigate to Channel Management
Log in to your Bik dashboard.
Go to Settings → Channel Management.
Find your list of connected channels.
Step 2: Select WhatsApp Account
Choose the WhatsApp Business account you want to configure.
Click Setup & Enable WhatsApp Calling
Step 3: Setup WhatsApp Voice Call
On the Setup WhatsApp Voice Call page, configure the following options:
1. Enable WhatsApp Voice Calls
Turns on voice call functionality for your WhatsApp channel.
Agents can make and receive calls directly from the Helpdesk.
2. Allow Callback Requests
Lets customers request a callback automatically for missed calls.
Ensures missed calls can be returned efficiently.
3. Display Call Button
Shows a call button in WhatsApp messages for customers to initiate calls.
Note: Even if turned off, calls can still come through messages with embedded call buttons.
4. Ringtone Preference
Configure a custom ringtone for incoming WhatsApp calls.
Helps agents identify WhatsApp calls among other notifications.
Available Ringtones:
No Ringtone
Notify Tone
Call Alert
Ping Flow
Signal Ping
Desk Bell
Zen Chime
Outcome After Setup
Agents can make and receive WhatsApp voice calls via Bik Helpdesk.
Missed calls can generate callback requests automatically.
Communication becomes faster, smoother, and more seamless for both agents and customers.
Changing in Business Manager will also affect call settings.
FAQs:
Q1: Can agents make WhatsApp calls from their mobile devices too?
No, calls are handled directly through the Bik Helpdesk interface.
Q2: Can I change the ringtone later?
Yes, you can update the ringtone anytime from the same setup page.
Q3: What if the call button is not appearing for customers?
Ensure the call button option is enabled and the message template supports it.
Calls can still happen if the customer clicks a call link in the message.
For further assistance or to raise feature requests related to setting up WhatsApp Voice Calling on Bik, please contact [email protected]