Today, people want to engage with businesses on the exact same channels they use to talk to their friends and family – and they want their experiences fast, personal, and connected. We’re thrilled to announce a major step forward in making that a reality by adding WhatsApp Voice to Agentforce Contact Center.

This key new voice channel broadens the type of channels that businesses can offer their customers, bridging the gap between everyday consumer communication habits and enterprise-grade service.

Why WhatsApp Voice? A global phenomenon

If you want to meet your customers where they are, you need to be on WhatsApp. With more than two billion active users globally, WhatsApp is the dominant messaging app in over 100 countries — and nowhere is this more true than in Latin America, where over 80% of internet users rely on WhatsApp as their primary messaging app. Every single day, users send more than seven billion voice messages and make countless internet-based calls on the platform.

From busy parents reaching out on the go to international travelers relying on free, internet-based voice calls, WhatsApp Voice is an essential part of daily life for millions worldwide. By bringing this channel into your customer service operations, you aren’t just adding another touchpoint, you’re unlocking a frictionless, globally accessible lifeline to your customers.

The broken contact center dilemma

Despite the clear need to modernize channels, many contact centers feel stuck. Service leaders are under immense pressure to reduce operating costs while simultaneously meeting rising customer expectations — but their AI efforts are stalled by disconnected systems.

Too often, customer data lives in silos, separated from the channels and intelligence that teams need to act. Legacy contact center tools rely on slow, costly custom integrations just to stitch together CRM and AI platforms. Without a unified foundation, contact centers simply can’t reduce costs or scale AI effectively to improve service.

The solution: unified data, AI, and channels

This is where Salesforce changes the game. Contact center solutions from Salesforce enable you to engage with customers directly from your CRM, the true heartbeat of your customer data.

Our native contact center solution, Agentforce Contact Center, is the agentic contact center solution that natively unifies voice, digital channels, CRM data, and AI agents in a single system. Because it’s built on Salesforce’s unified platform, there’s no need for expensive, brittle integrations. The result is intelligent, integrated service that meets customer demands without added operating costs. We’re the only contact center with agentic capabilities built from the ground up right into the #1 AI CRM.

WhatsApp Voice and Agentforce: capabilities that drive outcomes

Bringing WhatsApp Voice into Agentforce Contact Center provides your business with seamless, natively integrated calling capabilities designed specifically for enterprise service:

• Seamless inbound digital calls: Enable digital voice calls directly from WhatsApp to engage better with customers and reduce response times. Customers can simply tap the phone icon in their WhatsApp app to initiate a call to your service team, providing a frictionless, internet-based connection. 
• Voice notes for deeper understanding: Sometimes, things are easier said than written. As a powerful complement to live calling, WhatsApp Voice Notes give you the ability to truly listen to your customers. When a customer sends a recorded audio message to explain a complex issue, service reps can play the audio directly within the Service Console. Capturing the nuance and tone of the customer’s voice drives deeper understanding and more empathetic resolutions.
• Unified Service Console experience: Your service reps don’t need to juggle multiple screens or devices. They can streamline communication by managing WhatsApp voice calls alongside all other digital and voice channels directly within the unified Service Console, backed by complete CRM customer context.
• Simple provisioning and management: IT and administrative teams can easily provision a WhatsApp voice channel by navigating to the same setup screen as your other channels inside Salesforce. From there, it’s simple to manage and update call and routing settings, ensuring your operations stay agile without requiring custom code or multiple systems.
• Targeted regional support: WhatsApp Voice is currently available for WhatsApp Business numbers in the U.S., Canada, Mexico, and Brazil, and coming soon to Europe, Australia, New Zealand, and the Asia-Pacific, helping you support your customers in these key regions.

The future of voice is here

Customers don’t think in channels; they think in conversations. With WhatsApp Voice now supported by Agentforce Contact Center, those conversations can happen natively, effortlessly, and globally.

By unifying voice, digital, CRM data, and AI agents, you can enable self-service at scale, ensure seamless AI-to-human handoffs, and gain real-time visibility across every single interaction.

It’s time to stop stitching together disconnected systems. Start having unified, intelligent service conversations with customers where they already are.