This unit covers the basic WhatsApp functionality of Fastcall. By the end of it, you’ll be able to send and receive WhatsApp messages and voice calls. This relies on your administrator setting up WhatsApp for you, it’s not available until they do this.
WhatsApp Messaging & Calling Requirements
You may only initiate conversations using an approved Message Template. Any Message Template must comply with WhatsApp terms and policies, and only be used for its designated purpose. WhatsApp has the right to review, approve, and reject any Message Template at any time.
To have a message template approved, you have to contact your administrator.
WhatsApp has certain rules for when businesses can send messages or make voice calls to customers. Fastcall follows these rules and automatically adjusts the available communication options.
Messaging
When you start a WhatsApp conversation with a customer, you must use an approved Message Template.
Once the customer replies, a 24-hour messaging window opens. During this time, you can send and receive messages without using additional templates.
After the 24-hour window ends, you must send another approved Message Template to continue the conversation.
Voice Calls
Before making an outbound WhatsApp voice call, the customer must give permission.
The process is:
- Send a Call Request Template.
- The customer accepts the call request.
- A 7-day calling window opens.
- You can make WhatsApp voice calls during that 7-day period.
For inbound WhatsApp calls, customer permission is not required as long as Allow Calls is enabled in WhatsApp Manager.
How Fastcall Handles These Rules
Fastcall automatically takes WhatsApp’s messaging and calling permissions into account. When a communication option is no longer available, Fastcall disables the corresponding action.
For example:
- 24-hour messaging window expired: The Send Message option is disabled.
- 7-day calling window expired: The WhatsApp Call option is disabled.
- Permission granted: The corresponding communication option becomes available.
The available actions are automatically updated as the customer’s communication permissions and time windows change.
WhatsApp on the softphone
Once the Caller ID is selected and WhatsApp is enabled, you can see your WhatsApp messages in the Fastcall interaction history threads interacting with recent calls, SMS, and voicemails.
Messages
If the Caller ID selected has both SMS and WhatsApp enabled, to send a WhatsApp message, you have to choose the WhatsApp channel in the Message Channels menu in the record conversation thread.
If you are outside the 24-hour messaging window, select an approved Message Template and send it to the customer to start the WhatsApp conversation.
You are now ready to send and receive WhatsApp messages in Fastcall.
Voice Calls
To make a WhatsApp voice call, select WhatsApp from the Call Channels menu in the conversation header.
If you are outside the 7-day calling window, select an approved Call Request Template and send it to the customer to request permission to make a WhatsApp voice call.
You can now make WhatsApp voice calls in Fastcall.
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.
If you have any doubts, problems, or errors, please contact Fastcall Support.
Last updated: Fastcall v9.4.0, 2026-08-10