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How to place a business-initiated WhatsApp call

Place a manual or AI-powered business-initiated WhatsApp call from the DoubleTick Web or Android app.

You can place a business-initiated WhatsApp call from the DoubleTick Web app or Android app. You can either place the call manually or use an AI agent to handle the conversation.

You can place a WhatsApp call only if the customer has provided calling consent through the calling consent template. Without the customer's consent, you won't be able to initiate a WhatsApp call. See understanding call permissions for business-initiated calls on DoubleTick for how consent works.

What's covered

Place a WhatsApp call from the Web app

How to place a manual WhatsApp call: A manual WhatsApp call connects you directly with the customer. When you initiate the call, you first receive a call on your registered phone number. After you answer, DoubleTick connects you to the customer's WhatsApp call.

  1. Log in to your DoubleTick account.

  2. Go to Chats and open the customer's conversation.

  3. Click the Call icon.

  4. Select Manual call.

  5. Click to initiate the call.

  6. You'll receive a call on your registered phone number.

  7. Answer the call.

  8. DoubleTick then places a call to the customer's WhatsApp number.

  9. Once the customer answers, both calls are connected and you can start the conversation.

How to place an AI WhatsApp call: An AI WhatsApp call lets an AI agent speak with the customer on your behalf. When you initiate the call, the AI agent directly calls the customer's WhatsApp number.

  1. Log in to your DoubleTick account.

  2. Go to Chats and open the customer's conversation.

  3. Click the Call icon.

  4. Select AI call.

  5. Select the AI agent you want to use.

  6. Click to initiate the call.

  7. The AI agent places a call directly to the customer's WhatsApp number.

  8. Once the customer answers, the AI agent starts the conversation.

Place a WhatsApp call from the Android app

Place a manual WhatsApp call: A manual WhatsApp call connects you directly with the customer. When you initiate the call, you first receive a call on your registered phone number. After you answer, DoubleTick connects you to the customer's WhatsApp call.

  1. Open the DoubleTick Android app.

  2. Go to Chats and open the customer's conversation.

  3. Tap the Call icon.

  4. Select Manual call.

  5. Tap to initiate the call.

  6. You'll receive a call on your registered phone number.

  7. Answer the call.

  8. DoubleTick then places a call to the customer's WhatsApp number.

  9. Once the customer answers, both calls are connected and you can start the conversation.

Place an AI WhatsApp call: An AI WhatsApp call lets an AI agent speak with the customer on your behalf. When you initiate the call, the AI agent directly calls the customer's WhatsApp number.

  1. Open the DoubleTick Android app.

  2. Go to Chats and open the customer's conversation.

  3. Tap the Call icon.

  4. Select AI call.

  5. Select the AI agent you want to use.

  6. Tap to initiate the call.

  7. The AI agent places a call directly to the customer's WhatsApp number.

  8. Once the customer answers, the AI agent starts the conversation.

Viewing the call transcript and summary

After the call ends, DoubleTick can generate an AI-powered call transcript and summary, provided the AI Suite add-on is purchased for your account. See call transcription & summarization for where to find these once they're ready.

Key takeaways

  • You can place a business-initiated WhatsApp call from either the DoubleTick Web app or the Android app.

  • A call can only be placed once the customer has granted calling consent through the calling consent template.

  • Manual calls connect you to the customer through your registered phone number first; AI calls are placed directly by your AI agent.

  • Call transcripts and summaries are generated automatically after the call ends, if the AI Suite add-on is purchased.

Frequently asked questions

Can I place a WhatsApp call without the customer's consent?

No. You can only place a business-initiated WhatsApp call if the customer has granted calling consent through the calling consent template.

What's the difference between a manual and an AI WhatsApp call?

A manual call connects you directly with the customer — you first receive a call on your registered number, and once you answer, DoubleTick connects you to the customer. An AI call is placed directly by your AI agent, without a human on the line.

Can I place business-initiated WhatsApp calls from the Android app, or only from Web?

Both. You can place manual and AI WhatsApp calls from the DoubleTick Web app as well as the Android app, using the same Call icon.

Will I get a transcript and summary after the call?

Yes, provided your account has the AI Suite add-on. Once the call ends, DoubleTick generates an AI-powered transcript and summary automatically.

How long does customer consent for calling remain valid?

Once a customer allows calling, permission lasts 7 days. See understanding call permissions for business-initiated calls on DoubleTick for the full consent flow.

Related articles

How to Create a Call Permission Request Template on DoubleTickHow to Send Call Permission RequestsUnderstanding Call Permissions for Business-Initiated Calls on DoubleTickCall transcription & summarization
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