Module 1: Enable WhatsApp Calling Button
In [Management] → [Channel Setting], enable the toggle [Allow Voice Calling] for the corresponding WhatsApp number.
This switch can only be successfully turned on after the quotation setup is completed in NXCLOUD.
“Actions” → “Settings” includes the following functions:
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Incoming Management: Choose to route incoming calls to an Agent Group, IVR, or AI Agent.
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Assigned Agent Group: Assign to one or multiple specific agent groups.
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Voice Management: Configure the prompt tones for different call scenarios, including:
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Queue Entry Prompt
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Queue Waiting Prompt
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Voicemail Prompt
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Module 2: Customer Inbound Call Flow
Inbound calls to NXLINK from the client side have no country restrictions.
1. Customer initiates a WhatsApp call
- The client calls NXLINK via WhatsApp.
- The top-right corner displays the inbound status and ANI.
2. Customer cancels the call
- If the customer hangs up before the agent answers, the inbound status on the top-right closes.
- In Conversation → Voice, the record shows “User Abandon.”
3. Agent rejects the call
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If the agent clicks “Hang Up” before answering, the inbound status closes.
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The call is then redistributed to another available agent.
4. Agent misses the call
- (No action is taken; the system records it as missed.)
5. Agent answers the call
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The interface switches to the Voice Interaction page, and the voice call begins.
6. End of call
- When the call ends, the inbound status on the top-right closes.
- The dialogue box displays “Call Ended” with call duration (HH:mm:ss).
Module 3: Agent Outbound Call Flow
Meta has country restrictions for outbound calls:
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USA
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Canada
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Turkey
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Egypt
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Vietnam
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Nigeria
1. Initiate call request
- In [Conversation] → [Digital], click the [Invite to Call] icon below the input box.
- If the NXCLOUD balance is insufficient when clicking the icon, an error message appears, and the call is blocked.
2. User accepts the Calling request
- The chat box displays “Accepted.”
- The agent clicks the icon again to initiate the outbound Calling session.
3. User declines the Calling request
- The chat box displays “Declined.”
4. User answers the call
- The interface switches to the Voice Interaction page, and the voice call begins.
- Shows “In a Call” with real-time call duration (HH:mm:ss).
5. End of call
- The inbound status closes.
- The dialogue box displays “Call Ended” with duration (HH:mm:ss).
Module 4: WhatsApp Calling – Call Records
Path: Reports → Voice → Call Records
1. Channel Type
- The value in this field indicates whether the record is of type WhatsApp Call or Voice.
2. Call Record Details Page
- Reports → Voice → Record
- View each record’s channel type to determine whether it’s WhatsApp or Voice.