Business-Initiated Calling on DoubleTick – Complete Guide

What is Business-Initiated Calling? DoubleTick now lets your team call customers directly on WhatsApp — without waiting for them to message first, while keeping consent, compliance, and trust at the forefront.

Whether it’s sales follow-ups, customer support, or sharing updates, Business-Initiated Calling (BIC) lets your business engage faster and smarter.

BIC allows your team to place outbound WhatsApp calls directly from DoubleTick, but only after customers provide permission.

Customer options:

• ✅ Allow Calls: Permanent permission

• ⏳ Temporarily Allow: Permission lasts 7 days

• ❌ Reject: No calls allowed

Example:

• A sales executive wants to follow up on a new lead. They send a call permission request. Once the customer clicks Allow, the call is placed immediately — speeding up conversions.

Key Features

• Multiple Outgoing Calls

Your Team can place and manage outbound WhatsApp calls at the same time, ensuring smooth customer engagement without delays.

• Monitor Outgoing Calls

Track and supervise simultaneous outgoing calls in real-time, giving managers visibility into ongoing conversations.

• Call Recordings

Every outbound call is automatically recorded. Recordings can be downloaded anytime for training, quality checks, or audits.

• Call Logs & History

Access a complete log of all outbound calls. Review past interactions, check timestamps, durations, and analyze calling patterns for better decision-making.

3. Benefits for Your Business

• ⚡ Faster Resolutions: Turn chats into calls instantly to resolve queries quickly.

• 🤝 Higher Trust: A real voice adds a personal, reliable touch.

• 🔄 Seamless Experience: No switching apps or using separate phone numbers. Everything happens on WhatsApp.

• 🗂️ All-in-One History: Calls + messages in the same chat thread, keeping context intact.

• Proactive Engagement, Boost Sales, Enhanced Customer Experience, Operational Efficiency, Compliance & Safety

Example Scenarios:

• Finance company calls customers about pending invoices → faster payments.

• Healthcare provider reminds patients about appointments → reduced no-shows.

• Tech company calls new customers for onboarding → higher satisfaction.

4. Who Can Use It? (Eligibility)

Not all businesses can enable BIC immediately. Requirements ensure quality, compliance, and a safe experience:

• WABA Tier: Your WhatsApp Business Account must be in the 1K+ business-initiated messaging tier.

• Supported Countries: Business number must be in a supported country.

❌ Currently not supported for:

• UAE, USA, Canada, Turkey, Egypt, Vietnam, Nigeria

• Customer Reach: Customers can call from anywhere WhatsApp works, even if your number is in a supported country.

🌍 International Calls:

• Your business can receive calls from anywhere as long as the number is in a supported country.

• ⚠️ Outbound calls (business-initiated) are restricted in the countries listed above.

5. Why Use Business-Initiated Calling?

Modern customers want fast, human-like conversations. Messaging is convenient, but sometimes a call is the fastest way to get clarity.

• ⚡ Faster Resolutions: Turn chats into calls instantly.

• 🤝 Higher Trust: Personal voice builds credibility.

• 🔄 Seamless Experience: All interactions happen on WhatsApp.

• 🗂️ All-in-One History: Calls + messages remain in the same thread.

Summary: Makes your customer experience smoother, faster, and more professional.