waplyGuide
WhatsApp call center in Kommo with Waply Callcenter
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Yes. Waply Callcenter (USD 199/mo) turns WhatsApp calls in Kommo into a call center: a reception menu (IVR), a Voice AI agent and live handoff to your team. The IVR is available now on the Callcenter plan. Callers hear a keypad, AI or hybrid menu, the call goes to an AI agent or to your team, and if nobody picks up it returns to the AI. The call stays on WhatsApp and its history stays in Kommo.
This guide is for Kommo sales and support teams that get WhatsApp calls and want to run them like a call center, with a menu, an AI receptionist and people who pick up. It shows how the pieces fit together and links the detailed guides for each part.
Free 3-day trial, then choose the plan that fits.
What a WhatsApp call center in Kommo looks like
With Waply Callcenter, an inbound WhatsApp call follows one path that you design in the Waply widget inside Kommo:
- A customer calls your WhatsApp Business number.
- The reception flow (IVR) greets the caller and offers options by keypad, by voice with AI, or both.
- Each option sends the call to a Voice AI agent, to your team, or to a callback request.
- When the AI decides a person should take over, it hands the live call to your team.
- If nobody answers, the call goes back to the AI instead of hanging up.
Everything runs on native WhatsApp calls. You do not need a separate phone system, and the call history stays on the contact and lead in Kommo.
Reception menu (IVR) for WhatsApp calls
The IVR is available now for Callcenter customers. It is part of the Waply Callcenter plan only.
Keypad, AI or hybrid menus
Each menu block can be a classic keypad menu, an AI menu where the caller says what they need, or a hybrid of both. Keypad options use the digits 1 to 9, so a menu has up to 9 options. In classic and hybrid menus, callers can press a key while the greeting is still playing.
Where each option goes
A menu option can send the call to an AI agent or to people on your team, using your Callcenter routing. You also set explicit fallback routes for when no one is available, when the caller does not answer in time, when the target is not valid and when there is a technical error.
Business hours and holidays
Each line has its own weekly calendar, with holidays and special dates. Different time windows can use different flows, for example one flow during office hours and another at night. Outside the calendar, the line keeps its normal routing.
Kommo context
A flow can branch on what Kommo already knows about the caller: whether the lead has a responsible user, the lead stage, or the value of a lead, contact or company field. When the context is unknown, the call follows the route you configured for that case.
Callback requests
A caller can ask to be called back. Waply then creates a Kommo task, with the task type, a due time from 1 minute to 7 days, and either the lead responsible or a selected user as the assignee.
Where you build it
You build call flows in the Waply widget in Kommo, under Waply IA → Call flows. One flow can be shared across several lines. You publish a version, and calls that are already in progress keep the version they started with, so editing a flow does not disrupt live calls.
Voice AI answering
When the menu sends a call to AI, a Voice AI agent answers on the same WhatsApp call. It follows the instructions you set for that agent. Callcenter includes everything in the Voice AI plan.
Live handoff to your team
When a person needs to take over, the AI tells the caller it is transferring them and plays a wait tone while the Waply widget rings for your team. You set 1 to 3 ordered routing steps. By default, the lead responsible is offered the call for 10 seconds and then everyone available for 20 seconds; the total wait can be set from 10 to 180 seconds. If nobody answers, the call returns to the AI and does not hang up.
Who can answer
Calls are offered to Kommo users who are active, available and online in the Waply widget. Each user takes one call at a time, and direct WhatsApp calls count toward that same limit, so someone already on a call is not offered another one.
Recording, transcripts and Kommo history
With consent, one recording covers the whole call: the menu, the wait, the AI part and the part handled by a person. The call history records each segment and the name of the person who answered. Transcription follows its own separate opt-in settings.
Plans and pricing
Callcenter is the only Waply plan with call flows (IVR) and live handoff. It costs USD 199 per month, USD 1,074.60 for 6 months or USD 1,910.40 per year. Meta WhatsApp call charges are billed separately.
Voice AI vs Callcenter
| Voice AI | Callcenter | |
|---|---|---|
| Price | USD 89/mo | USD 199/mo |
| WhatsApp numbers | 5 | 10 |
| AI agent answers WhatsApp calls | Yes | Yes |
| Call flows (IVR) | No | Yes |
| Live handoff to your team | No | Yes |
Callcenter monthly allowances: 15,000 AI text credits, 60,000 seconds of call intelligence, 27,000 seconds (450 minutes) of managed voice, 180,000 seconds of BYOK voice connection and 5,400 seconds of audio transcription. Other plans: Free (USD 0), Basic (USD 18), AI 24/7 (USD 39) and Voice AI (USD 89).
Frequently asked questions
Does Waply have an IVR for WhatsApp calls in Kommo?
Yes, available now on the Waply Callcenter plan. You build call flows in the Waply widget (Waply IA → Call flows). Each menu can be keypad (digits 1–9), AI or hybrid, and callers can press a key while the greeting plays. Options can route to an AI agent, to your team, or to a callback that creates a Kommo task. Each line can follow its own weekly schedule and holiday dates.
Can I run a WhatsApp call center in Kommo?
Yes, with Waply Callcenter (USD 199/mo). It includes everything in Voice AI plus call flows (IVR) and live handoff to your team, with 10 WhatsApp numbers and a larger Voice AI allowance. Calls stay on WhatsApp, and the history and the consented recording stay with the call in Kommo.
How does a call move from the AI to a person?
The AI tells the caller it is transferring, then plays a wait tone while the Waply widget rings for available teammates, in 1–3 ordered routing steps (default: 10 s for the responsible user, then 20 s for everyone available). If no one answers, the call returns to the AI and does not hang up.
Which Waply plan includes the IVR?
Only Callcenter (USD 199/mo). Voice AI (USD 89/mo) answers WhatsApp calls with AI but has no call flows and no live handoff.
Can calls follow business hours and holidays?
Yes. Each line has its own weekly calendar with holidays and special dates, and different time windows can use different flows. Outside the calendar, the line keeps its normal routing.
Can a caller ask for a callback?
Yes. A callback option creates a Kommo task with the type, due time (1 minute to 7 days) and assignee you choose: the lead responsible or a selected user.
Are calls recorded and transcribed?
With consent, one recording covers the menu, the wait, the AI part and the human part of the call. History shows each segment and who answered. Transcription follows its own opt-in settings.
Run your WhatsApp calls like a call center
Install Waply in Kommo, try it for 3 days and choose Callcenter when you need a reception menu, an AI receptionist and your team on the same WhatsApp call.
Free 3-day trial, then choose the plan that fits.