Features
Take WhatsApp calls in the same inbox
When a customer calls your WhatsApp Business number, it rings for the right team in the inbox. Answer in the browser, and the call is logged on the ticket next to the messages. This is WhatsApp calling only: there are no phone numbers or phone menus.
Get startedOn Enterprise. Needs a WhatsApp Business number connected to Hivenza.
From the ring to the record
- 1
Switch calling on
Per brand: call hours, who answers, and a greeting for when nobody can.
- 2
It rings the right team
Routing follows the same teams, skills and availability as messages.
- 3
Answer in the browser
Accept or decline. If nobody takes it, the call becomes a ticket.
- 4
Keep the record
Who answered, how long and how it ended stay in the ticket.
What a call brings
Calls run on Meta’s WhatsApp Business Calling, with the customer’s own WhatsApp Business account.
- Missed calls
- A missed call leaves a line, a call-back note with a due time, and a message to the team.
- Asking to call
- To call a customer, the team first asks permission in the chat. Without it, the call is refused.
- Recording
- Off until the brand turns it on. The brand writes its consent words for each country, and the call is recorded only after the customer agrees.
- Transcripts and summaries
- A transcript and a short summary note, counted in AI credits, with the brand’s redactions applied.
- Retention
- Recordings are kept for the days the brand sets, and erased with the person’s data.
- Minutes budget
- Set a monthly budget of minutes and the owners and admins are told at 80% and 100%.
- Live calls
- A board of calls in progress and waiting, per team.
- Listen, whisper, join
- A supervisor listens in, whispers to the teammate only, or joins. The customer is told only when someone joins.
On Enterprise
Calling is on the Enterprise plan. Meta bills calls to the customer’s own WhatsApp Business account, and Hivenza charges for the software and for transcripts, counted in AI credits.
Questions
Who pays for the calls?
Calls your customers start are free on Meta’s side. Meta bills calls your team starts to your own WhatsApp Business account, by country. Hivenza shows the minutes.
Can we call people from a normal phone number?
No. Calls happen on WhatsApp only. Hivenza has no phone numbers and no phone menus.
Are calls recorded?
Only if the brand turns it on, and only after the customer has agreed, with the words you wrote for their country.
What if nobody answers?
The call is marked missed, a ticket asks for a call back, and the team is told.
Can a supervisor listen in?
Yes: listen, whisper or join, from Live calls. Everything is logged on the call and in the audit log.
Answer WhatsApp calls where your team already works
