Customers in WhatsApp-first markets answer WhatsApp before they answer a phone call. WorkDial lets reps reach them without leaving Salesforce: the rep sends a call request from the record, the contact accepts, and the call connects.WorkDial logs both channels the same way: one system of record, no second WhatsApp app to reconcile.
Outbound by request · inbound routed · Call__c on the record
wa call · salesforce record
Common question
What is WhatsApp calling for Salesforce?
WorkDial is a Salesforce-native CTI platform that places and receives WhatsApp voice calls inside Salesforce. Outbound is request-based: the rep sends a call request from the record, the recipient accepts, and then the call connects. Inbound WhatsApp voice routes by your Salesforce data. Either way the call is written to the record as Call__c through the same calling layer as your PSTN calls, so it behaves like any other call in your reports, Flows, and security model. No second WhatsApp app, no separate log.
Most "WhatsApp in Salesforce" means text. This is voice.
WorkDial places WhatsApp voice calls inside Salesforce. Text is ValueText's job, the messaging platform from the same team: WorkDial is the voice layer, ValueText the messaging. See how a WhatsApp call lands as a record.
Inbound routing, one decision for both channels. Inbound WhatsApp calls enter the same Salesforce Omni-Channel routing as your phone calls, and can route by account owner, case status, region, or a custom field.
step 02 · automatic logging
Call__c · recorded
Automatic logging to the record. Every WhatsApp call is written to the record as Call__c, with the recording as Recording__c, and no separate WhatsApp log to reconcile.
step 03 · flow on call events
flow · on call event
Flow on call events. Salesforce Flow triggers directly on a WhatsApp call event, the same as any other native call.
What you can report on
WhatsApp calls show up in the same Salesforce reports.
Because each WhatsApp call is a native record, it reaches your call dashboards alongside every PSTN call, with no separate log.
real-time monitoring · salesforce
04Inside, not around
Why "inside Salesforce" is the whole point.
A WhatsApp call written to the record is one system of record. A WhatsApp call handled in a separate app is a copy you chase.
10 · ONE LAYER
Phone networkyour Twilio
WhatsApp voice
WorkDialone capture layer
Salesforce org
Call recordCall__c
RecordingRecording__c
one layer · two channels
One calling layer, two channels
PSTN calls and WhatsApp voice calls both write to the same Salesforce objects through the same calling layer. Your reports, your Flows, and your security model treat them identically, because every call is a Call__c record. Outbound WhatsApp is request-based and inbound routes by your Salesforce data; both land on the record the same way. To activate WhatsApp, you enable the WhatsApp channel through your approved WhatsApp Business account. This is the inside-Salesforce versus integrated distinction applied to a second channel.
05What it means for the business
One channel more, no system more.
One source of truth
WhatsApp calls are the same Call__c records as your phone calls. One place to report on, no separate WhatsApp log to reconcile.
Less manual logging
Reps work one calling layer, not two apps. Every WhatsApp call logs itself on the record, with no second login to manage.
Reports and Flows, same as any call
WhatsApp calls report alongside your other calls and trigger Salesforce Flow directly. No connector to maintain. WorkDial keeps no external copy of your customer data: see where call data belongs.
Take inbound WhatsApp calls on the case, route by status, and keep the recording and analysis on the record.
Call__c
sales
Sales in WhatsApp-first markets
Reach buyers on the channel they answer, with every call logged to the opportunity for forecasting.
one layer
contact centers
Blended teams
Handle PSTN and WhatsApp voice through one layer, with one set of reports and one security model.
one model
Questions
WhatsApp calling, answered
What is WhatsApp calling for Salesforce?
WhatsApp calling for Salesforce lets reps place and receive WhatsApp voice calls from inside Salesforce, with each call logged on the record. WorkDial writes the call to Salesforce as a native Call__c, so a WhatsApp call is treated like any other call in your reports and automation.
Is this WhatsApp calling or WhatsApp messaging?
Calling. WorkDial handles WhatsApp voice calls. WhatsApp text messaging is handled by ValueText, the messaging platform from the same team. WorkDial is the voice layer; ValueText is the messaging layer.
What is the difference between WorkDial and ValueText for WhatsApp?
WorkDial places and logs WhatsApp voice calls inside Salesforce. ValueText handles WhatsApp and SMS messaging inside Salesforce. They are separate products from the same team, and together they form the complete communication stack inside Salesforce.
How are WhatsApp calls logged in Salesforce?
Automatically and natively. When a WhatsApp call ends, it is written as Call__c on the record it relates to, with the recording as Recording__c. There is no separate WhatsApp log to check and no sync to reconcile.
Can Salesforce Flow trigger on WhatsApp call events?
Yes. Because the WhatsApp call is a native Salesforce record, Flow can trigger on it directly: create a follow-up task, update a field, or route the contact, the same way it would for any other call event.
Do WhatsApp calls get AI call analysis too?
Yes. AI call analysis applies to WhatsApp voice calls because they are captured as native Call__c records first. Transcripts, sentiment, and summaries write to the record the same way they do for any call. See AI call analysis for detail.
Does WhatsApp calling support inbound and outbound?
Yes. WorkDial handles both. Outbound is request-based: the rep sends a call request from the record and the recipient accepts before the call connects. Inbound WhatsApp voice enters the same Salesforce Omni-Channel routing as inbound phone calls (queues, skills, business hours, agent presence), and can also route by Salesforce data such as account owner, case status, or region.
How do I start an outbound WhatsApp call?
A WhatsApp voice call starts by request, not a cold dial. The rep taps WA Call on the Salesforce record to send a call request, the recipient accepts it in WhatsApp, Salesforce is notified on acceptance, and then the rep places the call. It writes to the record as Call__c when it ends.
What do I need to use WhatsApp calling?
An approved WhatsApp Business account and WorkDial installed in your Salesforce org. You enable the WhatsApp channel through your WhatsApp Business account setup; Meta processes WhatsApp delivery as a sub-processor. Once enabled, WhatsApp voice runs through the same calling layer as the dialer, so there is no separate app for reps to learn.
ValueText 
