When a customer writes "call me" on WhatsApp: how the voice agent calls back

Why customers ask for a call

An inquiry starts on WhatsApp and, suddenly, the customer would rather talk: they have several questions, want to compare options or simply find it easier. If nobody on the team can call right then, the conversation cools down.

How Wenzy handles it

1. 1The customer asks for a callThey write "call me" or something similar on WhatsApp.
2. 2The agent confirms the numberIf no phone number is on file, it asks for one first.
3. 3It calls with the chat's contextThe AI sees the WhatsApp history, so it picks up the topic instead of starting over.
4. 4It resolves on the callBooks or reschedules an appointment, quotes or reserves a room, or transfers to your team with a briefing.
5. 5It closes in writingWith the customer's permission, it sends a WhatsApp summary of what was agreed.

Rules it follows

• Calls within the contact hours the business sets.
• If the customer prefers another time, it schedules a callback up to 30 days out.
• Retries stop if the customer writes first.
• Records "don't call me again" and removes the contact from automated calls.

When you'd rather a person calls

Your team also calls from the inbox in the browser, with mute, keypad, hang up and transfer. The call lands in the same conversation, with recording, summary and transcript.