Voice over OTT channels

Infobip enables voice communication over OTT (Over-the-Top) channels, allowing businesses to engage customers through voice calls directly within popular messaging apps.

Supported OTT channels are:

• WhatsApp: To use the Voice with WhatsApp, refer to the WhatsApp Business Calling page.

• Viber: For guidance on using Voice with Viber, see Viber Business Calls.

Key benefits

Voice over OTT channels offers a seamless and engaging way for customers to connect with your business:

• Frictionless user experience: Customers can receive and place voice calls directly through WhatsApp or Viber, without needing to install new apps or switch communication channels.
• Outbound calls are branded: When your business initiates a call to a user via WhatsApp or Viber, the recipient will see your company name and logo displayed in their app. This branding improves trust and recognition, leading to a notable increase in answer rates (ASR) compared to unbranded or traditional calls.
• Improved reach and responsiveness: OTT channels are globally used and often preferred by users for personal and business communication, helping you connect more effectively.

Integrations

There are three primary ways to use voice over OTT channels with Infobip:

• Conversations: Enable your agents to handle voice calls directly within Conversations. Agents can receive inbound calls from WhatsApp or Viber users or initiate outbound calls to these channels.

• SIP integration with your contact center: Use your existing contact center or voice infrastructure by connecting it to Infobip through a SIP trunk. Infobip handles the conversion of calls to and from WhatsApp or Viber, enabling seamless integration with your internal systems.

• Calls: Build custom voice experiences by leveraging Calls API. This option gives you full control to manage voice call flows, events, and logic tailored to your use case.

Limitations

The following Infobip products and APIs do not support WhatsApp or Viber voice calls:

• Moments
• Broadcast
• IVR API
• Voice Message API
• Click to Call API
• Number Masking API