This unit covers the admin functionality behind the WhatsApp Business integration. By the end of it, you’ll be able to set your users up to use it in Fastcall. End-user training is found here.
The WhatsApp Business integration extends Fastcall beyond traditional telephony by allowing users to communicate with customers through WhatsApp messaging and voice calls directly from Salesforce.
The integration uses Twilio and Meta’s WhatsApp Business platform and maintains the existing Fastcall conversation experience, including conversation history, call logging, recordings, and AI-powered features when enabled.
What You Can Do
Once WhatsApp Business is configured, users can:
- Send and receive WhatsApp messages.
- Make and receive WhatsApp voice calls.
- View WhatsApp interactions in the Conversation View.
- Log WhatsApp calls and messages.
- Record WhatsApp calls.
- Generate AI summaries when Conversation Intelligence is enabled.
Setting Up WhatsApp
First, you must have a Facebook Business Manager account. If you don’t already have a Facebook Business Manager account, you must create one at business.facebook.com.
Enable WhatsApp Business
Go to Fastcall Settings > Admin Settings > Integrations and enable the WhatsApp for Business toggle.
Click “Login with Facebook” to open the Meta authentication window and connect your WhatsApp Business account to Fastcall.
Configure a Phone Number
This functionality must be enabled per provisioned phone number. After connecting your Meta account, go to Fastcall Settings > Admin Settings > Phone Numbers > Manage Phone Numbers and check the “Enable WhatsApp for” toggle in the WhatsApp section for each number.
Each customer must have their own WhatsApp Business account linked to Fastcall.
Configure WhatsApp Calling
To receive inbound WhatsApp calls, an administrator must enable Allow Calls in WhatsApp Manager.
Configure Templates in Twilio
WhatsApp requires businesses to use Meta-approved Templates when initiating conversations.
Templates are created and managed in Twilio. Each template can be associated with a Provider ID, which allows Fastcall to retrieve the template from Twilio and use it when sending messages.
Contact Fastcall Support to request access to Twilio so you can create and manage WhatsApp message templates.
In Twilio, go to Products & Services > Templates, then click Create new template to create a new WhatsApp message template.
Enter a name for the template, select the language and content type, then click Continue.
Enter the required template details, then click Save and Submit for WhatsApp Approval.
Copy the Provider ID of the template you created, then go to Fastcall Settings > Message Templates and click Create New Template.
Paste the Provider ID into the new Message Template settings in Fastcall. The template information created in Twilio will automatically be displayed in Fastcall.
If the template includes variables, you can also configure the Content Variables to map them to the corresponding variables defined in Twilio. Salesforce fields can be mapped to WhatsApp variables, allowing Fastcall to populate information such as a Contact or Lead name before sending the message.
When a Provider ID is configured, the template body is read-only in Fastcall.
Call Request Templates
Call Request Templates are a special type of WhatsApp Message Template used to request permission to make voice calls.
They:
- Request the customer’s permission to receive a WhatsApp voice call.
- Open the 7-day calling window after the customer accepts.
- Are visually distinguished from regular Message Templates.
To create a call request template, select “Call to Action” as the content type. Then, in the details, set the button’s Type of Action to “Voice call request.”
WhatsApp Communication Rules
WhatsApp has specific requirements for initiating conversations and voice calls.
Messaging
When a business initiates a WhatsApp conversation, an approved Message Template must be used.
Once the customer replies, a 24-hour messaging window opens. During this window, users can exchange messages without requiring additional templates.
After the 24-hour window expires, another approved Message Template is required before messaging can continue.
Voice Calls
WhatsApp voice calls require customer permission when the business initiates the call.
The process is:
- Send a Call Request Template.
- The customer accepts the request.
- A 7-day calling window opens.
- WhatsApp voice calls can be placed during that period.
Inbound WhatsApp calls do not require prior permission if Allow Calls is enabled in WhatsApp Manager.
Fastcall indicates when a communication channel is no longer available and disables the corresponding action.
Permission Awareness
Fastcall takes WhatsApp communication permissions and windows into account when displaying available actions.
For example:
- Outside the 24-hour messaging window: Send Message is disabled.
- Outside the 7-day calling window: WhatsApp Call is disabled.
- Permission granted: The corresponding communication option becomes available.
The interface automatically updates when communication permissions or windows change.
WhatsApp in the User Interface
WhatsApp interactions are visually distinguished from traditional Fastcall interactions.
- Regular Fastcall calls: Blue
- WhatsApp calls: Green
The Conversation View can display WhatsApp-related events and permissions, including:
- Messaging permission
- Voice calling permission
- Call Request events
- Permission granted events
- Permission revoked events
Default Communication Channel
Fastcall automatically uses the customer’s most recently used communication channel.
For example:
- If the customer’s last interaction was through WhatsApp, WhatsApp is selected by default.
- If the last interaction was through traditional telephony, Fastcall is selected by default.
This behavior applies both when working from a Salesforce record and from the Softphone.
External Configuration
Some configuration is managed outside Fastcall:
Twilio
- WhatsApp-enabled phone number provisioning
- Message Template management
- Provider IDs
WhatsApp Manager
- Enable Allow Calls to receive inbound WhatsApp calls.
For more information on WhatsApp for business see here.
You should also review the business messenger policy including best-practices for opt-in.
If you have any doubts, problems, or errors, please contact Fastcall Support.
Last updated: Fastcall v9.4.0, 2026-08-10