How to call a lead on Whatsapp?
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.
Quick-action bar in a lead's conversation space with the Call button highlighted
In the How would you like to call? window, select WhatsApp Call.
Call options dialog showing Phone Call and 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.
Permission Request Sent confirmation dialog
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…
WhatsApp message the customer receives, with a Choose preference button
…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.
Preference options: Always allow calls, Temporarily allow calls, Not now
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).
Call options dialog showing WhatsApp Call with a green Permission granted label
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.
Call Connecting screen with a callback link
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.
