Peach Calling: WhatsApp Voice for Enterprises

the era of "blind dialing" is over learn how peach transforms whatsapp into an ai first, enterprise grade voice channel that connects identities, not just phone numbers the mechanics how whatsapp calling works whatsapp calling is not like a standard phone line to keep the platform spam free, it follows strict rules a user initiated calls (inbound) the cost always free for the business the workflow customers tap the "call" button on your profile or a "click to call" link inside a message template the peach advantage instead of a simple ring, peach applies intelligent routing we check agent availability before connecting the call b business initiated calls (outbound) the rule you cannot "cold call" on whatsapp you must use a consent first workflow the cost billed on a precise 6 second pulse (approx 40 60% cheaper than international pstn minutes) ( https //developers facebook com/documentation/business messaging/whatsapp/calling/pricing ) the "trust first" permission workflow to place an outbound call, you must first obtain a secure permission token from the user the handshake send a pre approved call permission template the window once the user taps "allow," a 7 day temporary window opens users can also grant permanent permission , allowing indefinitely recurring calls until revoked the limits you may place up to 10 connected calls per day within this window c critical regional restrictions (outbound only) while you can receive calls from anywhere (in https //developers facebook com/documentation/business messaging/whatsapp/support#country restrictions where the cloud api is available), you currently cannot place outbound calls to numbers registered in these countries 🇺🇸 usa (+1) & 🇨🇦 canada (+1) 🇹🇷 turkey (+90) 🇪🇬 egypt (+20) 🇻🇳 vietnam (+84) 🇳🇬 nigeria (+234) the checklist is your business ready? this technology is powerful, but it isn't for everyone to turn on high trust voice with peach, your business needs to meet specific technical requirements think of this as your "eligibility pass" the right platform you cannot use the standard whatsapp business app that you download on a phone your number must be hosted on the cloud api (the professional software version of whatsapp) the right size this is built for scale typically, your phone number needs a messaging limit of 2,000+ conversations per day to be eligible the capacity the system supports up to 1,000 incoming and 1,000 outgoing calls happening at the exact same time on a single number the setup guide how to launch and use peach calling once you are eligible, setting up calling on peach is a simple process here is how the setup works, followed by the daily workflow for your agents phase 1 initial system configuration before your agents start talking, you are required to complete the setup step 1 connect your number to begin, you simply need to ensure your phone number is connected to the peach platform onboarding a new number if you are adding a new line for calling, you will need to onboard it first (click https //app trypeach io/wa/calls to get started with the onboarding, or learn more in our step by step phone number onboarding https //docs trypeach ai/phone number requirements ) note if you already have numbers active on peach, you don't need to start from scratch simply select the number you want to enable for voice from your existing list step 2 create "the handshake" (permission template) since you cannot cold call customers on whatsapp, you need a pre approved message to ask for permission the task you setup a "call permission template" what it does this is the automated message sent to a customer to ask for consent the text can be configured to match your brand step 3 verify connections before going live, test if your setup is working correctly inbound test peach generates a qr code scan it with your personal phone to call your dashboard and test it outbound test use the built in dialer to call a test number and verify the connection step 4 set your hours & team availability https //app trypeach io/account/settings/availability exactly when your lines are open for business so customers don't call an empty desk roles assign admins (who control the queue and dialer) and agents (who only access the dialer) phase 2 the agent experience once setup is done, the goal is to keep everything in one single view so agents never have to switch tabs the unified inbox when an agent is on a call, the screen is split to give them full control the call controls this contains the dialer and call logs when a call connects, it transforms into your active controls seeing the call duration, muting your microphone, or hanging up the chat inbox this shows the full chat history you get all the standard chat inbox controls here, allowing you to read previous messages ("i didn't receive my refund") or type new ones while you are still talking to the customer phase 3 the "safety check" (how outbound calling works) this is the most critical part to ensure you never accidentally break spam rules, peach automates the permission logic the moment you try to dial the workflow initiating the call an agent tries to call a customer (by dialing the number) verification before the call connects, peach instantly checks does this customer have an active permission window? permission is not available the system blocks the call and prompts the user to request a call the agent clicks "request a call" to send the pre approved permission template the status on the dashboard updates to "call requested" permission is available if the customer has provided permission to get calls from you the call connects immediately without any extra steps the peach advantage ai first compliance & unified context now that you understand the rules and the setup, the big question remains why do you need peach? on its own, the raw whatsapp api is just a connectivity tool often called a "dumb pipe" it connects calls, but it doesn't remember them it doesn't record audio, save transcripts, or link conversations to your customer database this is where peach steps in peach acts as the intelligence layer that sits on top of whatsapp, transforming a simple calling line into a fully compliant, enterprise grade contact center feature raw whatsapp api (the "dumb pipe") peach (the ai first layer) why it matters recordings no audio retained no transcripts or audit trails automatically records, transcribes, and encrypts every call critical for legal compliance (gdpr) and training context voice and chat are separate agents have "blind spots " unified timeline calls, chats, and tickets are in one view agents solve issues faster because they see the full history routing simple ringing calls might be missed if agents are busy intelligent routing checks agent availability before connecting reduces missed calls and frustrated customers integration none data sits in the app syncs all the data directly to your crm keeps your customer database up to date automatically conclusion peach for enterprise voice & global scale moving voice interactions to whatsapp is not just about reducing toll costs, it is about unifying your customer experience as an ai first contact center , peach brings unified chat + calls into a single, powerful platform unified interactions bring every customer interaction, whether it is a call, a voice note, or a text message into one seamless timeline the right channel at the right time not everything requires a call, and not everyone likes to type peach allows you to adjust your communication style to match your customer's preference instantly ai agents on guard let intelligent ai agents handle the repetitive and boring tasks, freeing your support and sales teams to focus on complex, high value conversations by layering enterprise compliance and ai driven insights over meta’s global infrastructure, peach ensures that every conversation is captured, transcribed, and actionable turn your support from a legacy cost center into a data rich relationship builder with whatsapp calling on peach