As a service provider, you can call your customer on WhatsApp directly from the lead's conversation space — no need to switch apps or dial the number manually. Because WhatsApp requires the customer's consent before a business can call them, this guide walks you through requesting permission and then placing the call.
Before you begin: The customer must grant Nbyula permission to be called on WhatsApp. If they haven't done so yet, the steps below show you how to request it.
Step 1 — Start a call from the conversation
Open the lead's conversation space and click the Call … button in the quick-action bar, just below the message composer.
In the How would you like to call? window, select WhatsApp Call.
Tip: On a slow or unreliable connection, choose Use callback mode. Nbyula calls your phone first, then connects you to the lead.
Step 2 — Request permission to call
Next to WhatsApp Call you will see one of two labels:
- Requires permission (orange) — the customer has not allowed WhatsApp calls yet.
- Permission granted (green) — you are ready to call; skip to Step 4.
If the option shows Requires permission, click WhatsApp Call. Nbyula sends the customer a WhatsApp message asking them to allow the call, and you will see a Permission Request Sent confirmation.
Step 3 — The customer grants permission
The customer receives a message from Nbyula's official WhatsApp number inviting them to allow the call. They tap Choose preference…
…and select one of the following:
- Always allow calls — grants permanent permission.
- Temporarily allow calls — grants permission for this call only.
- Not now — declines for the moment.
Step 4 — Place the call
Once permission is granted, click Call … again. This time the WhatsApp Call option shows a green Permission granted label (and Permanent permission if the customer chose Always allow calls).
Select WhatsApp Call to place the call. A Call Connecting… screen appears while Nbyula sets up the call and the customer's phone begins to ring.
When the customer answers, you can speak with them directly through the softphone (web call) interface in your browser.
Having trouble connecting? On the Call Connecting… screen, click Click here for a callback instead and Nbyula will call your phone and bridge you to the customer.