One of the most searched questions by Shopify store owners moving to WhatsApp Business API is: can I still call my customers? Will they be able to call me? Or does automating WhatsApp mean giving up voice entirely?
The answer is a clear yes — and it has gotten significantly better with a major update from Meta in 2025.
Does WhatsApp Business API Support Calls?
fully supports voice calls.
Meta launched the WhatsApp Business Calling API in July 2025, bringing native voice calling directly into the WhatsApp Business Cloud API. This means businesses can now make and receive VoIP calls inside the same WhatsApp conversation thread — no switching apps, no losing context, no separate phone system needed.
The calls run on WebRTC technology, which means high-quality, low-latency audio delivered over the internet — the same infrastructure that powers modern video conferencing tools. And because it is part of the official Cloud API, it is fully supported by Meta and available through BSP partners like Pakora.
How It Works
WhatsApp Business Calling works in both directions:
- Customer-initiated calls — a customer sees a call button inside your WhatsApp chat and taps it to reach your team directly. No hold music, no IVR, no "press 1 for support."
- Business-initiated calls — your agent calls the customer from within the conversation, with the customer's full order history and chat thread visible on screen. The customer receives a WhatsApp call notification exactly like a regular WhatsApp call.
Critically, the call happens inside the existing conversation thread. When the call ends, your agent can continue the conversation in text — with the full context of everything discussed, right there in the same chat. No starting over, no asking the customer to repeat themselves.
💡 Voice conversations are now native to the WhatsApp chat thread. An agent can switch from a text conversation to a voice call in one tap — and switch back to messaging after — without losing any history or context.
Key Features of WhatsApp Business Calling
VoIP — No Phone Line Needed
Calls run over the internet via WebRTC. Your agents need only the Pakora app and a data connection.
Business Hours Configuration
Set calling hours so inbound calls only come in during working hours. Outside those hours, customers are prompted to message instead.
Call Button Control
Enable or disable the call button for customers — useful during peak sale periods when you need to manage inbound volume.
Full Context During Call
Agent sees the customer's Shopify order history, conversation thread, and labels — all on screen while the call is live.
Where You Can Make and Receive Calls with Pakora
Android App
Make and receive WhatsApp calls from your Android phone. Full inbox, order details, and call capability in one app — on the go.
iOS App
Same full experience on iPhone. Receive call notifications instantly, view conversation history, and call customers back in one tap.
Web App
Call customers directly from your browser. Desktop agents get the same full inbox and calling capability without needing a phone.
When Should You Call vs Message?
Pakora's AI agent handles the majority of routine support queries automatically through messaging — order status, tracking, size questions, return policy. But there are specific situations where a voice call is the right tool:
Escalated Complaints
When a text thread is making a frustrated customer more frustrated, a call resolves it faster. Agents can escalate from chat to call in one tap — without losing any conversation history.
Refund Negotiations
Sensitive conversations involving money are handled better with a human voice. A quick call to resolve a refund feels more trustworthy and closes the issue faster than a back-and-forth text thread.
Unconfirmed COD Orders
If a customer did not reply to the automated COD confirmation message, an agent can call directly from Pakora — with the order details on screen — to confirm before dispatch.
High-Value Orders
For large orders — bulk purchases, wedding collections, or corporate orders — a personal call builds trust and significantly reduces the chance of cancellation or return.
Delivery Issues
When a courier cannot locate an address, agents call the customer instantly from Pakora to clarify — without leaving the app or losing conversation context.
Messaging + Calls — One Complete Platform
The best customer support for a Pakistani D2C brand is not a choice between automation and human touch — it is both, used at the right moment. Pakora's AI handles the routine 90% through messaging automatically. For the 10% that needs a human, your agents step in through the team inbox. And when a conversation needs a voice call, they make it right from the same app — with full context already on screen.
You are not stitching together a messaging tool, a phone system, and a CRM. It is all one platform, on every device your team uses.
Summary
- The WhatsApp Business Cloud API fully supports voice calls as of July 2025.
- Calls are VoIP-based via WebRTC — no phone line or SIM needed for agents.
- Both customer-initiated and business-initiated calls are supported.
- Pakora supports calls on Android, iOS, and web — alongside your full messaging inbox.
- Agents see full Shopify order history and conversation context during every call.
- Business hours and call button controls let you manage inbound call volume.
Messaging, calls, and AI — all in one place
Install Pakora free on Shopify and give your team the complete WhatsApp platform — on Android, iOS, and web.
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