WhatsApp messages and customer calls
Bring your WhatsApp contact center closer to the customer.
A WhatsApp contact center needs more than a shared number. Staff need context, clear ownership and a way to continue after the call. TFlow connects WhatsApp Business conversations with customer records, enabled calling features and follow-up tools. Yeastar P-Series integration is optional for organizations that also use a PBX.
Plan messaging, WhatsApp calling and PBX routing as connected capabilities with their own setup requirements.
Start your free trialHandle eligible WhatsApp calls inside the CRM
When calling is enabled on the channel, staff can receive calls and place permitted calls from the workspace. Available transfers can send a call to a teammate or department through an accept-or-decline flow. Mute, hold, audio output and DTMF controls depend on the active route, device and call state.
Call history records the available timing and duration details. WhatsApp call recording and an AI voice assistant can be enabled according to the organization’s setup and policies. Confirm the expected recording behavior, access permissions and human handoff before using these options with customers.
- WhatsApp calling inside CRM does not require a PBX.
- Recording availability follows channel capabilities and your policies.
- AI voice assistance requires configuration and metered AI usage.
Add Yeastar when your organization needs PBX routing
The optional P-Series connection synchronizes extensions, queues and ring groups, then maps staff and departments to suitable destinations. Yeastar remains the source of its directory and call routing. In Click-to-Call, the employee’s extension rings first; after they answer, Yeastar calls the customer using its configured outbound route.
A WhatsApp-to-PBX voice path requires prepared SIP, DID and audio readiness. Yeastar’s inbound rule then directs the call to an IVR, queue, ring group or extension. Customer context is shown to the authorized employee mapped to the answering extension; linking to an existing conversation requires a genuine matching customer number.
- Keep existing PBX queues, ring rules and supported SIP or GSM trunks.
- Browser audio and DTMF require a ready, supported voice path.
- Anonymous caller identifiers must not be treated as customer phone numbers.
Test readiness and budget for the complete service
Start with the channel and team workflow, then test incoming calls, permitted outgoing calls and handoff. If adding Yeastar, validate OpenAPI connectivity, directory mappings and each required voice route. Check what an authorized employee sees when a call is answered and how the record behaves when it ends.
TFlow’s published Professional plan is $49 monthly or $490 annually for up to five users, with a 30-day trial. The Yeastar integration has no separate TFlow add-on fee. Yeastar equipment or plans, trunks, carrier services and AI usage remain separate costs. Availability depends on the enabled channel and tested configuration.
- Confirm calling eligibility before promising a launch date.
- Test caller identity and permissions as well as audio quality.
- Agree on escalation, recording and support procedures with your team.
Before you start
Questions about a WhatsApp call center
Will every WhatsApp Business number support calling?
Calling depends on the account, number, provider requirements and enabled channel capabilities. Connecting messages does not guarantee calling availability. Confirm eligibility and complete the required setup before relying on a voice workflow.
Can I use TFlow without Yeastar?
Yes. Customer messaging and eligible WhatsApp calling can run in TFlow without a PBX. Add Yeastar P-Series when you need its extensions, queues and configured telephony routes.
Are Yeastar recordings and AI call summaries available in the portal?
Yeastar recording playback, download and AI call summaries are currently unavailable in the portal. CDR visibility depends on the provider and permissions. These limits are distinct from the enabled WhatsApp call recording features inside CRM.