Is your local phone number preventing your business from connecting globally? 

Traditional phone lines can limit communication to specific regions and require complex setups, making expansion challenging. WhatsApp’s Voice over Internet Protocol (VoIP) feature solves this by allowing internet-based calls, avoiding high international fees. 

With a virtual WhatsApp number, businesses gain even more flexibility to manage multiple accounts, maintain privacy, and seamlessly connect with customers across regions.

In this guide, we’ll show you how to get a VoIP number for WhatsApp and compare the top five providers in 2024 so you can choose the best option for your business needs.

What is a VoIP number for WhatsApp?

A VoIP (Voice over Internet Protocol) number for WhatsApp allows users to make voice and video calls using an internet connection instead of a traditional phone network or physical SIM card.  This number can be linked to your computer, mobile phone, or landline and is not tied to a single location or telephone line. 

Many companies use their WhatsApp VoIP to create a dedicated support line. Multiple team members can access this virtual number from their devices, ensuring clients are assisted promptly regardless of location or time zone. Plus, companies can maintain a professional image and keep personal numbers private.

Note: Businesses need permission from users before making calls on WhatsApp. Call permission requests must also be made within an open conversation, such as for marketing or service-related purposes. This ensures customer privacy and aligns with WhatsApp's guidelines.

Why use a VoIP number for WhatsApp

Virtual phone numbers are becoming an increasingly common and useful tool for businesses. Here are some of the biggest benefits of using these phone numbers.

Synchronization across multiple devices

A single virtual phone number can be used across multiple devices in different locations, making it easy to stay connected using smartphones, tablets, laptops, and more. This technology breaks down geographical barriers, allowing seamless communication no matter how far apart you are.

With the rise of remote work, businesses are looking for reliable ways to stay in touch. Virtual phone numbers help ensure that calls aren’t missed, even if an agent is working outside the office and receives a call from a customer.

24/7 connectivity

As long as you have an internet connection, you can use your virtual number from anywhere. Answer calls and messages no matter where you are, ensuring customers can always reach you.

Separate business and personal communications

With a virtual WhatsApp number, you can keep your personal number private and still use WhatsApp for your business.

Competitive pricing

Adopting a virtual phone number removes the need for expensive hardware to manage multiple lines. All you need is an active service plan and an internet-enabled device. Once you have a VoIP number for WhatsApp, domestic calls are often free, and international calls are inexpensive.

How to get a VoIP number for WhatsApp with Plivo

Communication platform as a service (CPaaS) solutions like Plivo offer virtual numbers as part of their services. You can get a virtual number by following these steps.

Step 1: Sign up for an account with Plivo

Plivo offers a free trial to test its features. If you're already a Plivo user, log into your account and navigate to the console.

Step 2: Select your number

Click Buy Numbers. Choose the type of number you want (local, mobile, or toll-free) and where you want it to be located.

For example, if you're in the US and want a number with an eastern Massachusetts area code, enter ‘508’ and click Search.

Plivo will give you a list of virtual numbers from which to choose. You can view whether the number supports calls, texts, and MMS, as well as its monthly cost.

Once you've chosen your number, click Buy Number, and you're good to go.

Step 3: Configure your settings

Plivo offers many ways to customize your virtual number. For example, you can set up call forwarding, transfers, voicemail, and more. Configure your settings to meet your business needs by following the prompts and click Update number. 

How to verify a virtual number for WhatsApp Business

Once you have your virtual number, verify it on WhatsApp by following these steps.

Step 1: Enter your full phone number

Type in your complete phone number, including the country code.

Step 2: Choose your country

Pick your country from the list. Don't worry about adding the country code—it'll appear automatically.

Step 3: Request a code

Tap Next, and WhatsApp will send a verification code to your phone. You might receive it as a text message or a phone call.

Step 4: Enter the code

Type in the six-digit code you receive.

Step 5: Add your email (optional)

To make it easier to access your account in the future, add your email address in your WhatsApp settings. Go to Settings > Account > Email Address.

Top 5 WhatsApp Virtual Number Providers in 2024

The setup process for your WhatsApp virtual number is relatively straightforward, but once you have one activated, you need the right tools to manage it. With numerous cloud phone number providers available, selecting the right one for your needs can be confusing. Each provider offers different features and pricing.

To make your choice easier, we’ve gathered the top five virtual phone providers for WhatsApp based on customer reviews, pricing, support, and features.

Here are the five best virtual phone number providers for WhatsApp.

1. Plivo

Plivo is a cloud communications platform that makes getting and managing local, mobile, and toll-free numbers easy. On top of that, the platform also provides detailed analytics to help you make data-driven decisions.

Pros:

• Choose from local, toll-free, and 10DLC numbers.
• Forward calls to the right person based on availability, business hours, or time zone.
• Integrate with the WhatsApp Business API for added efficiency.
• Connect with your team and customers securely using conference calling.
• Use voicemail to make sure you get every message, even when you can't answer.
• Set up autoresponders to automatically answer customers, even when you're away.
• Build powerful IVR menus to direct calls to the right place.
• Send and receive SMS messages for things like surveys or reminders.
• Use Plivo's omnichannel contact center to manage all your customer interactions in one place.
• Keep your current number with number porting services.
• Automate customer service with Plivo’s no-code WhatsApp AI chatbot, powered by ChatGPT.
• Run tailored campaigns with Plivo’s WhatsApp marketing automation platform for personalized customer engagement.

Cons:

• Reporting features could be more comprehensive. (G2)
• Some users find the documentation lacking in certain areas. (G2)

Pricing:

Plivo offers pay-as-you-go plans with extra features included. You can also get volume discounts as you scale.

*All short codes have a $1,500 one-time fee charged at the time of purchase.

Ratings and reviews:

• G2: 4.5/5 (728 reviews)
• Capterra: 4.3/10 (85 reviews)

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2. RingCentral

RingCentral offers virtual numbers as part of its comprehensive communication platform. It's a complete, easy-to-use solution for calls, video meetings, messaging, and even faxing, all in one place.

Pros:

• Collaborate easily with team messaging, file sharing, and video calls.
• Route calls to the right agent reliably.
• Get voicemail transcripts to track conversations and coach your team.
• Use call whispering and barging to help agents troubleshoot in real-time.

Cons:

• Some users have noticed a minor delay on incoming calls. (G2)
• The initial setup does not include text messaging. (G2)
• It can’t be used on a laptop and mobile phone simultaneously. (G2)

Pricing:

Reviews:

• G2: 4.0/5 (137 reviews)
• Capterra: 4.3/5 (203 reviews)

3. MightyCall

MightyCall offers a cloud-based professional call center system. It is simple to use, with no extra hardware required. You can buy virtual numbers, make and receive calls and messages, and even personalize your business number.

Pros:

• Add as many team members as you need with unlimited extensions at no extra cost.
• Automatically greet callers and direct them to the right person with an auto-attendant.
• Keep your existing number with free number porting.
• Get your voicemails delivered straight to your email as text.

Cons:

• Some users experience dropped calls when answering through the app. (G2)
• Voicemail-to-text often misinterprets messages, making it too inaccurate to be useful.  (G2)

Pricing:

Reviews:

• G2: 4.5/5 (215 reviews)
• Capterra: 3.8/5 (98 reviews)

4. Grasshopper

Grasshopper is a great option for entrepreneurs and small businesses who need a professional virtual phone system. It offers local and toll-free numbers, call forwarding, voicemail transcription, and even an auto-attendant to greet your callers.

Pros:

• Get a virtual receptionist to answer calls and greet your customers professionally.
• Set up multiple extensions to route calls to different departments or team members.
• Easily go through received voicemails with voicemail transcription.
• Never miss a call with call forwarding.

Cons:

• Accounts are vulnerable to unauthorized access. (G2)
• Users have reported frequent glitches and errors. (G2)
• Navigating settings and finding support is challenging. (G2)

Pricing:

Reviews:

• G2: 4.0/5 (149 reviews)
• Capterra: 4.3/5 (342 reviews)

5. CloudTalk

CloudTalk is a modern phone system for startups and small businesses. It works with popular tools like Shopify and Pipedrive, and is a great option for WhatsApp virtual numbers. The platform makes outbound international calls easy by showing a local number to your customers.

Pros:

• Keep your current numbers by porting them to CloudTalk.
• Set up personalized messages or redirect calls when you're unavailable.
• Automatically send calls to the right agent with skill-based routing.
• Easily track missed calls and see which ones need follow-up.

Cons:

• Call routing can sometimes cause delays if no agents are available. (G2)
• The phone app doesn't always display up-to-date call history. (G2)

Pricing:

Reviews:

• G2: 4.3/5 (1118 reviews)
• Capterra: 4.4 (263 reviews)

Key factors to consider when choosing a WhatsApp virtual number provider

Business operations across borders come with challenges, and communication is a big one. Clear communication with international customers and teams is important, and international virtual phone numbers can bridge the distance to connect your business globally.

But before you choose a WhatsApp virtual number provider, consider the following factors.

Coverage and regional availability

Getting local numbers in key regions makes reaching your business easier for customers worldwide.

Choosing a virtual number provider with a wide range of international numbers helps your business connect with a larger audience.

Platforms like Plivo make this easy. You can instantly buy local, mobile, and toll-free numbers in more than 65 countries using Plivo's API and console.

Budget and pricing structure

Look at the cost per minute, monthly fees, and any extra charges like setup or cancellation fees. Choose a provider with clear pricing plans to fit your needs and budget.

Industry reputation and customer support

To find a virtual number provider that truly delivers, do your research. Go through customer reviews and industry reports to see how they measure up.

Ask other businesses for recommendations and look for providers with a strong track record of success. It’s also important to ensure they have a customer support team that's easy to reach.

Voice quality and uptime guarantee

When you're choosing a virtual number provider, call quality is important. 

The provider's uptime guarantee is essential, ensuring your service remains available without interruptions. A strong uptime commitment means your business can reduce the risk of dropped calls or service outages.

Plivo takes call quality seriously. We have strategically placed points of presence (PoPs) in key regions like California, Virginia, Mumbai, Singapore, Frankfurt, Sydney, and São Paulo. These points minimize latency and ensure high call quality.

Furthermore, Plivo's smart routing engine uses real-time data to optimize call routing based on factors like latency, jitter, and mean opinion score (MOS). This feature ensures your calls always take the best possible route for ideal performance.

Plivo also guarantees infrastructure security and 99.99% uptime, ensuring reliable and uninterrupted communication.

One of Plivo’s customers, Patrick Ryan, vice president of innovation at LAZ, shared:

“Reliability is really important because this is our revenue — this isn’t marketing. One of the things that got us comfortable with Plivo was the fact that you have a status page on your site that shows us the history of any glitches or downtime. It’s transparent, so I could see there was not one red dot in the last 30 days.”

Compliance and data protection measures

When choosing a virtual number provider, it's important to make sure they follow privacy regulations, especially if you're handling sensitive information during calls. The provider must offer encrypted calls and securely store call records to protect your privacy and keep your business on the right side of the law.

Plivo's security measures go above and beyond to protect your data and privacy. We use a multi-layered approach that includes:

• Physical security: Our data centers are protected with state-of-the-art security measures.
• Network security: All data is encrypted using transport layer security (TLS) and HTTPS.
• Application security: Secure access to Plivo's APIs is guaranteed through encryption and authentication.
• Data security and privacy: Your data is protected with backup encryption and strict access controls.
• Payment security: Industry-leading vendors are used to process all transactions and keep your payment information safe.

Number porting

Number porting lets you switch virtual number providers without losing your existing WhatsApp number. This is helpful if you've built a customer base or have important contacts linked to your number, as you can avoid updating everyone with a new one.

It also allows you to switch to a provider with better features or pricing without losing the number your clients already know.

Optimize your business communication with Plivo’s VoIP number for WhatsApp

Any business can benefit from using a virtual phone number for WhatsApp. Virtual numbers offer more flexibility and control, helping you manage communication and build your brand.

That's why thousands of businesses worldwide rely on Plivo, a cloud communications platform that simplifies personalized business communications.

Plivo offers a wide range of features, including virtual numbers, to meet your needs. With Plivo, you can set up your virtual number in minutes and access  features like local, toll-free, and 10DLC numbers, automatic call recording, API verification, number lookup, and more.

Book a demo today to see how Plivo can transform your business communications.

Today’s consumers value speed, convenience, and control—especially when it comes to customer service. Nearly 80% of customers prefer to solve their issues without needing to get in touch with a live agent. As a result, businesses are increasingly turning to interactive voice response (IVR) systems.

A well-optimized interactive voice response system allows customers to resolve issues quickly without speaking to an agent. On the other hand, a poorly designed IVR can frustrate users, damaging your brand’s reputation.

In this guide, we’ll show you how to optimize your IVR self-service system and make it easy for your customers to get what they need.

What is IVR self-service, and how does it work?

An interactive voice response system is an automated phone system that uses speech recognition and artificial intelligence (AI) to understand a caller’s request and direct them to the right place. 

IVR self-service uses a pre-recorded menu to guide callers through their options. Some IVRs use natural language processing (NLP) to understand what callers say verbally. Here's an example of what callers might hear when they make an IVR call:

"Welcome to Happy Pets Veterinary Clinic! For appointments, say 'appointments' or press 1. For prescription refills, say 'refills' or press 2. For general inquiries, say 'general' or press 3. To speak to an agent, say 'agent' or press 0."

If a customer says the prompt, the IVR system uses NLP to understand what they need. It might use a rules-based approach, where it recognizes specific words/phrases it's been programmed to understand. Or, it might use a more advanced machine learning algorithm that can analyze the sentiment of the caller’s voice, keywords they use, and even their intent.

If the caller uses the keypad, the IVR employs dual-tone multifrequency (DTMF) to recognize the numbers pressed.

Once the IVR self-service system understands the caller’s response, it sends them to the right place. This path is customizable and can be as simple or complex as needed. For instance, a pre-recorded message could answer the caller’s question, or the IVR may connect the caller to a live human agent for help. 

An IVR self-service system can::

• Solve problems quickly without needing to wait for an agent.
• Connect callers to the right agent swiftly.
• Schedule a callback if no one is available to talk right away.
• Use call forwarding to send calls to multiple numbers so agents don't miss calls.
• Easily transfer calls to another agent, a group of agents, a voicemail box, or another menu.
• Gather or update customer information, like a change of address.
• Offer other support options, like directing callers to your website or sending them a helpful text message.

This system leads to quicker solutions, faster support, and happier customers. Plus, it frees up your team to focus on trickier issues.

 However, to get the most out of your IVR self-service system, keep in mind a few important details. 

Best practices for optimizing IVR for self-service

You can turn your IVR self-service system from a basic answering service into a more advanced, customer-focused solution with the right strategies and tools. Here are a few tips to help you improve your interactive voice response system. 

Keep the IVR menu simple and intuitive

A good IVR self-service system should be easy to use and understand. Avoid long, complicated menus that confuse callers. Try to keep your main menu to five options or less. People tend to get frustrated and hang up if they have to listen to a long list of options. However, it’s equally important to ensure all relevant needs are covered. Callers should always have a clear path to reach their desired option or speak to a support representative if needed.

Here's an example of a clear and concise IVR menu:

"Welcome to Acme Software Solutions. For technical support, press 1. For billing inquiries, press 2. To speak with a sales representative, press 3. To reach the partnership department, press 4. To speak to an operator, press 0."

The options are clear and relevant to what a business caller might need, and it's easy to reach a human if they need more help. 

Pro tip: Use data from your phone system to see what issues your customers are calling about most, and tailor the menu to those needs.

Analyze your customer journey

Before moving forward with updates to your IVR self-service system, take time to understand the customer journey. Look for points where customers commonly face issues, as these often reveal why they’re reaching out for help.

Once you have a clear picture of these trouble spots, you can focus on specific areas within your IVR self-service system, including:

• Reviewing call patterns to identify tasks that could be automated
• Spotting where customers frequently switch to an agent
• Recognizing points where callers often get frustrated or disconnect

As you go through your current setup, consider questions like:

• Are there too many steps in the menu?
• Do the options cover the typical reasons for customer calls?
• Is the wording in the prompts straightforward?
• Are language preferences adequately supported?
• Can callers easily go back if they choose an incorrect option?

Addressing these issues paves the way for a smoother IVR experience and provides insights for future improvements.

Use AI and automation

AI-powered IVR can understand natural language, so customers can talk normally instead of being limited by menus. This capability leads to accurate call routing and a more personalized customer experience.

For example, if customers call to check their account balances, they can simply ask, "What's my balance?" instead of navigating through a long menu. The AI understands and directs them right away.

AI can also handle things like scheduling appointments and even offer personalized recommendations. For example, it might say, "I see you have a follow-up appointment due next month. Would you like to schedule that now?" This saves everyone time and makes for a smoother experience.

When you combine AI with automation, even more is possible. Your IVR system can handle routine tasks like bill payments, checking account details, or booking appointments. 

For example, a doctor's office could use AI to automatically collect patient information and confirm appointments. This frees up staff for other tasks and ensures patients get quick service, 24/7.

From an operational perspective, AI can also analyze call data in real-time. It can spot common questions or problems and suggest updates to your system. This means your IVR self-service system gets smarter and better at meeting customer needs, leading to happier customers and smoother interactions.

Use various IVR call-routing strategies

IVR call routing strategies quickly connect customers to the right person and ensure that no one on your team gets overloaded with calls. You can match callers with the team member who's best suited to help them.

Here are a few ways you can route calls with your IVR self-service system:

• List-based routing: Agent A always answers calls first. If they're busy, the call goes to Agent B, then C, and so on.
• Round-robin routing: Calls are passed around to each agent in turn. Agent A takes the first call, Agent B takes the next, and so on.
• Skills-based routing: The IVR self-service system asks the caller what they need help with and sends them to the agent with the right skills.
• Relationship-based routing: Important clients are prioritized and sent to their preferred agent.
• Most idle routing: The call goes to the agent who has been free the longest.
• Time-based routing: Calls are routed based on time zones and agent schedules.

Using a mix of these strategies, you can create an efficient interactive voice response system that quickly gets your customers the help they need.

Test and collect feedback

Make sure you regularly test your IVR self-service system and get customer feedback. Check for technical glitches and see how easy it is for people to actually use. This helps you determine what needs improvement and keeps your IVR system up-to-date and effective.

Here are a few ways to gather feedback:

• Add a short survey at the end of the IVR interaction. Ask callers to rate their experience or answer targeted questions such as, “Was it easy to find what you needed?” or “How satisfied are you with the support you received?” This quick survey can provide valuable insights into customer satisfaction and pinpoint specific areas for improvement.
• Include a feedback option in your IVR menu. Give callers a way to leave feedback directly through the interactive voice response system.
• Monitor call recordings and transcripts. Pay attention to areas where callers seem confused or frustrated. Analyzing these interactions helps you understand where the IVR self-service system may be unclear or overly complex. 
• Use analytics to track IVR performance. See which menu options are most popular, how long calls last, and where people drop off. Use this data to optimize frequently used pathways, shorten call times, and reduce drop-offs, ensuring the IVR self-service system meets customer expectations.

Use audio streaming to understand customer interactions

By integrating audio streaming with AI-based tools, businesses can offer advanced voice-based services, conduct sentiment analysis of agent-customer conversations, and better interact with users.

Plivo’s real-time audio streaming can analyze emotions to identify signs of frustration, confusion, or satisfaction. Based on this, the system can change its responses or transfer the call to a live agent when needed.

Plivo also helps you create conversational AI bots that interact with users through live audio. These bots can answer common questions right away, making customer service faster and easier.

In addition, you can integrate Plivo’s audio streaming with third-party tools for real-time transcription, so you can easily get text from your conversations. And if you need to communicate across different languages, it can connect with tools for live translation, making meetings or conferences much easier to follow.

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Optimize call queues

Waiting to talk to an agent can be frustrating, but there are ways to make the customer experience better.

For example, Plivo’s PreAnswer feature lets you play custom caller tunes or speak text after a call is transferred but not yet picked up. Some companies play music during this time, but more useful options exist.

Let’s say you're a software company offering a limited-time discount on your subscription plans. You could use this time to make an announcement using text-to-speech. 

Or, if you're transferring a call to your support team, which often handles the same questions, you could play a recorded message with answers to common issues. If that solves the caller's problem, they might hang up satisfied, freeing up your team's time for more complex queries.

Analyze call flow data for optimization

If you want to improve your IVR self-service system, keep an eye on your analytics. Some useful metrics to track include:

• How long callers are waiting
• The average queue length
• Peak call times
• First call resolution rates
• How many calls go to voicemail or get transferred to an agent
• Call abandonment rate

Plivo’s Call Insights feature helps you track metrics and generate reports.

Plivo’s Call Summary Dashboard gives detailed info on call quality, like how long calls take, delays, and packet loss. 

Plus, with Detailed Call Logs, you can see exactly what’s happening with each call—from where it’s coming from to why it might have dropped—helping you spot and fix issues fast.

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Benefits of using an IVR self-service system

An IVR self-service system provides many benefits for customers and businesses alike. Customers appreciate the ability to help themselves, which enhances their overall brand experience. Businesses can reduce customer service wait times and optimize existing resources affordably.

Additionally, a self service IVR system helps you in the following ways.

Personalized and intuitive conversation

More than 80% of consumers are more likely to purchase from brands that offer personalized experiences. This expectation extends to the IVR self-service system as well. By connecting your interactive voice response system to customer data, you can customize customer interactions based on individual histories and preferences.

For instance, when a returning customer calls, your interactive voice response system could greet them with:

"Hi, John! Last time you called about your software subscription. Are you following up on that, or is there something else you need help with?"

When your IVR self-service system provides specific support and friendly greetings, it feels more like a conversation than a transaction. These personalized interactions not only save time for customers but also create a more engaging customer experience. 

Provide 24/7 customer service

In the US, 27.7%  of people expect companies to respond within one hour. This makes 24/7 self-service IVR important. When customers can access help anytime, they are more likely to reach out on their own schedule, often after regular business hours.

The IVR self-service system can lower the number of inbound calls during peak hours, as well as field requests when your customer support team is off the clock. This system also allows you to assist customers across different time zones, which is essential for international clients.

Lower operating costs

A typical customer service call with a live agent costs between $10 and $19. A self-service IVR  transaction only costs about $0.03 to $0.25 per minute. By giving customers the tools to help themselves, self-service IVR reduces the overall number of support tickets. This saves money and eases the workload for your customer service team.

Gather customer insights

Interactive voice response systems can effectively manage high volumes of inbound calls while collecting data on customer inquiries. 

This information can provide valuable insights that shape important business strategies, such as: 

• Improving customer service protocols.
• Refining product line. 
• Addressing emerging customer demands.

Additionally, before presenting the menu options, you can upload messages to your IVR application. This keeps clients informed about the latest promotions, important changes, and other relevant news.

Improves customer satisfaction

Research shows that the IVR self-service first call resolution (FCR) rate is 74%, the highest among all contact channels. First call resolution measures the number of issues that can be resolved after one call to a customer support team. Higher FCR is better, since it indicates that customers are quickly getting the help they need. 

By achieving this high rate of FCR, self-service IVR solutions not only resolve issues effectively but also contribute to higher customer satisfaction.

Customers who experience FCR through IVR self-service report a 30% higher satisfaction score than those with non-FCR interactions. Given that self-service IVR typically handles straightforward tasks—such as order confirmations, account balance inquiries, and status updates—it’s well-suited to delivering quick, accurate solutions that enhance customer satisfaction.

Upgrade your self-service IVR with Plivo

If you want a high-quality and scalable communication solution with an easy-to-use interface and strong API features, Plivo is the right IVR system for you. It’s especially useful for businesses that rely on voice and SMS services worldwide. Its reliability makes Plivo’s IVR popular among businesses of all sizes.

In addition to these advantages, Plivo offers several key benefits like:

• Ease of use: Simple APIs and XML make it easy to create custom IVR flows for your business.
• Fully customization: Build multi-level IVR menus tailored to your needs. Use pre-recorded audio or text-to-speech for custom greetings and prompts.
• Intelligent call routing: Calls are directed to the right agent or department based on caller input, agent skills, or business hours.
• Outbound IVR support: Set up custom menus for outbound calls, like voting or surveys.
• Global reach: Enjoy stable connections in over 220 countries and territories.

Contact us today to discuss how our IVR solutions can improve your customer service experience!

Today’s customers want to independently handle customer service needs: 81% say they prefer self-service options, but many businesses believe only 60% want it. This 21-point difference can leave many customers frustrated.

Interactive voice response (IVR) systems bridge the gap between what customers want—self service—and what businesses think they want. But an IVR system can be a double-edged sword. If the IVR script is poorly designed, it can make customers even more frustrated.

A well-crafted IVR script is so important. The right script can save your team time and help customers meet their needs quickly. In this article, we'll present seven examples of effective IVR scripts to inspire you and guide you in creating your own.

What is an IVR script?

An IVR script is a pre-recorded conversation that directs callers through a menu of options when they dial in. IVR systems use both keypad tones (dual-tone multi-frequency, or DTMF technology) and voice commands, along with pre-recorded messages. This means the caller can either press keys or speak to move through the menu.  

Newer systems even incorporate artificial intelligence (AI) to create a more personalized experience for each caller.

Why does an IVR script matter?

A well-crafted IVR script can save time and resources while improving call containment rates and customer satisfaction. Companies with IVR systems in place are noticing 3-4% increase in call containment rates and a 10-25% increase in caller satisfaction.

On top of that, IVR offers several benefits:

• Cost savings: A good IVR script can reduce calls to your agents by over 10%. This helps you save on staffing costs as customers get the information they need without requiring follow-up assistance.
• Consistent experiences: Clear IVR scripts ensure that every caller receives the same professional experience that aligns with your company's image. You control the tone and message for each interaction.
• 24/7 customer support: When your agents aren't available, IVR can play a message informing callers when they can expect to reach someone.
• Improved customer service: IVR reduces wait times and improves First Contact Resolution (FCR) by directing callers to the right person or team, allowing them to resolve issues in the first instance.

How can you write an effective IVR script?

Building a good IVR script takes some thought and knowing what's most important for your business. Let's break down the key steps.

Identify your goals

Start by identifying the goals and challenges you want your IVR system to address. To make a helpful script, you'll need to understand the questions and problems your customers often have. By predicting their needs, your IVR can provide quick answers without a live agent.

Make it easy to navigate

Once you understand your IVR’s purpose, write a simple script that helps callers find their answers in just a few steps. Ensure it’s easy to follow, guiding callers smoothly toward the information they need.

Align the script to your brand

The way your IVR script communicates should align with your brand’s voice. It should be easy for your customers to understand. Even though the IVR handles questions once answered by live agents, it should still reflect your brand.

Keep improving the script

Regularly review your IVR script and update it based on customer feedback and usage patterns. This helps it remain effective and user-friendly.

7 IVR script examples

IVR messages should be concise, swiftly guiding callers to the right answers. A good script helps customers and supports your customer service team by automating common queries and directing complex calls to the right agent.

Now, let's look at examples of IVR scripts for various scenarios. 

#1: General greeting scripts

The general greeting acts as the first "hello" your IVR gives to callers. It’s a key moment to make a strong first impression. For example: 

"Thanks for calling [your company name].

We're your go-to source for [briefly mention what you offer].

To continue in English, stay on the line. For Spanish, oprima uno. 

If you know the extension you need, please dial it or say it now. 

If not, stay on the line to hear more options. Thanks again for choosing [company name]. We value your business!"

Why does a greeting script matter?

Your greeting script is the first thing customers hear when they call for support. If it's too long or unclear, they might hang up. The best greetings are short and clear to get things off to a smooth start.

If you offer multilingual support, give customers the option to choose their preferred language right at the beginning.

#2: Menu options scripts

Menu option scripts guide callers to the right department. Consistency across all menu options ensure every customer has a similar experience.

Here’s what a menu script looks like:

"Thanks for calling [company name]. We'll be with you shortly. Please choose from the following options to help us direct your call:

• To reach Sales, press 1.
• For Customer Support, press 2.
• For Billing, press 3.
• If you need Tech Support, press 4.
• For anything else, press 5 or stay on the line.
• To hear these options again, press 9.

Just a heads-up, this call may be recorded for training and quality purposes.”

Why does a menu options script matter?

Seven out of ten companies have IVR containment rates of less than 30%. Confusing menu options are a big reason for this low rate. If callers don't understand their choices, they're more likely to hang up.

Prevent this by keeping your instructions brief and to the point. State the department name first, followed by the number to press.

Plivo makes building your IVR menu a breeze through tools like PHLO for drag-and-drop design or by coding it with your preferred SDK and Plivo XML. For added efficiency, the PreAnswer XML element can provide callers with key information while they wait.

You can also use PreAnswer to address frequently asked questions. If you have a department that receives the same questions repeatedly, record answers and play them to callers. This can reduce wait times and free up agents to handle more complex issues.

#3: Callback request scripts

Callback request scripts give customers a way to skip the wait on hold. They can simply request a call back when it's less busy and at a time that works for them.

Here’s an example of a callback request script:

"Hello, and thank you for calling [Company Name]. We value your time and are committed to helping you as soon as possible.

Our team is currently busy, but we'd be happy to call you back at your convenience. To schedule a callback, press 1.

If you prefer to stay on the line, please hold, or press 2 to leave a voicemail.

We appreciate your patience and look forward to connecting with you shortly. Thank you for choosing [Company Name]."

Why does a callback request script matter?

Offering a callback option shows customers that you value their time. Clear instructions, such as pressing a button to request a callback, enhance customer satisfaction.

Even if someone decides to stay on the line, just knowing they have the option can make a big difference.

#4: Appointment scheduling scripts

These scripts allow customers to book, confirm, or modify appointments via the IVR system. Your IVR menu should give customers the option to do it themselves or connect them to someone who can help.

Here’s what an appointment scheduling script typically looks like:

"Welcome to [Company Name]! We're ready to help you book your perfect appointment.

• To schedule a new appointment, press 1.
• To reschedule an existing appointment, press 2.
• To cancel an appointment, press 3.
• For other queries, press 4.
• If you'd prefer to talk to one of our booking experts, press 5 or stay on the line.

We’re here to help Monday through Friday, from [business hours].

Need to hear those options again? Just press 9.

We appreciate you choosing [Company Name] and can't wait to see you soon!"

Why does an appointment scheduling script matter?

Customers appreciate simplicity, especially when booking appointments. A clear and direct script allows them to manage their schedules quickly while reducing strain on agents handling this routine task.

#5: Call transfer scripts

A call transfer script explains what's happening when a customer is being transferred to someone else or a different team. Here’s an example: 

"Thank you for your patience.

We want to make sure you get the help you need, so we're transferring your call to an expert who can assist with your specific question.

Please hold for a moment. 

We value your call and appreciate you choosing [company name]."

Why does a call transfer script matter?

Call transfers happen occasionally, but they can confuse customers if not done smoothly. A good transfer message reassures them that the wait will be brief, and they won't need to repeat themselves.

#6: On hold or waiting message scripts

Waiting messages inform customers while they're waiting in line for the next available agent. Hold messages play when a call is being transferred, an agent is working to resolve an issue, or the call is connecting to a different team. Typically, both types of messages are repeated periodically, alternating with the hold music.

Here’s an example: 

"Thanks for calling [company name]. We're currently experiencing a high volume of calls but appreciate your patience.

You're number [x] in the queue with an estimated wait time of [y] minutes.

In the meantime, you can visit our website at [company website] for more information.

Thank you for choosing [company name]."

Why does an on hold or waiting message script matter?

Waiting can be frustrating, especially if the caller doesn’t know how long they’ll be on hold. Keeping customers updated with their position in the queue and an estimated wait time can reduce frustration and improve the overall experience.

#7: After-business hours message scripts

An after-business hours message notifies callers that your agents are unavailable and informs them when your business will reopen.

Here’s what an after-business hours script looks like:

"Thank you for calling [company name]. Our regular business hours are [start time] to [end time], [days of the week]. We're currently closed but will be happy to assist you when we reopen.

For urgent matters, visit our support center at [company website]. You'll find answers to common questions and troubleshooting tips there.

To leave a message and receive a callback during our business hours, please press 1.

We appreciate your patience and look forward to speaking with you soon. Thank you for choosing [company name]."

Why does an after business hours script matter?

Customers need to know when they can reach you again. Providing an after-hours message helps set clear expectations, builds trust, and offers them a way to leave a message for follow-up.

IVR script best practices

An IVR system is like having a helpful assistant in your contact center. It helps answer calls efficiently, connects people to the right departments, and ultimately improves customer satisfaction.

To ensure your IVR system works seamlessly, refer to these five IVR best practices.

#1: Keep it simple

Use plain language and offer clear choices. Avoid overwhelming callers with too many options or questions.

While IVR systems can be complex, simplicity is key to avoid confusion. Focus on the most common questions that the system can easily answer.

#2: Prioritize popular menu options 

Analyze customer data to determine the most popular menu options. Placing these at the top of your IVR menu can reduce frustration and improve call handling times.

For example, if most calls are about billing or account issues, place the "billing and account" option first.

#3: Map out customer paths

Before you start building your IVR menu, plan the different paths customers might take. Your menu will likely include multiple levels, starting with language selection. Some options may lead customers to a specific department, while others might connect them to a recording or automated system.

Consider offering different choices based on time. For instance, you might not want to offer sales options outside of business hours. Instead, you can let customers leave a message.

#4: A/B test your scripts

A/B testing your IVR scripts involves trying out two versions to see which one works best. This can help you identify which approach leads to shorter call times and greater customer satisfaction.

Test small changes like wording or the order of options, or try entirely different menu structures to optimize the experience.

#5: Offer an exit option

No matter how good your IVR system is, some customers will always prefer speaking to a live agent. Make it easy for them by offering an option to reach an agent in the menu. This prevents frustration and reduces hang-ups, guaranteeing that everyone has a path to the assistance they need.

Revamp your IVR system using Plivo

Plivo's Voice API gives you complete control over your IVR system, enabling you to create a great customer experience while managing costs. With service in over 220 countries and territories and a 99.99% uptime guarantee, Plivo is a reliable choice for your IVR needs.

Here are some of its advantages:

• Easy to use: Plivo's APIs and XML make it simple to build and manage your own custom IVR menus, even for complex interactions, without needing advanced technical knowledge.
• Flexibility: Customers can navigate your IVR using voice or keypad (DTMF), ensuring convenience for all.
• Outbound IVR: You can use Plivo's IVR for outbound calls, like for surveys, reminders, or voting.
• Scalability: Plivo is designed to handle large call volumes, so your IVR can grow with your business without any problems.
• Security: Plivo takes data security seriously by complying with industry standards like PCI DSS, GDPR, and HIPAA to keep your customer information safe.

On top of that, Plivo integrates automatic speech recognition (ASR), so your IVR system can understand and respond to customer inputs — whether they prefer to talk or use their keypad. 

Plivo also includes Answer Machine Detection (AMD), which uses heuristic algorithms to identify voicemail with high accuracy.  Rather than relying solely on a beep, Plivo analyzes factors like tone of voice and speech speed, ensuring reliable voicemail detection in just three to five seconds. 

Ready to create a customer-centric IVR experience? Contact us today to learn how Plivo can help you build an IVR system that improves customer service and streamlines your operations.

Cybersecurity threats are evolving daily, and a particularly dangerous scam is on the rise: SIM swapping fraud.

In 2023, the Internet Crime Complaint Center (IC3) reported more than $48 million in losses from SIM swapping fraud affecting both individuals and businesses. This type of fraud allows criminals to take control of your phone number, granting them access to sensitive information. A single SIM-swapping fraud attack can result in unauthorized access to personal data, significant financial loss, and long-term damage to your company’s reputation.

SIM swapping fraud targets businesses that rely on SMS-based authentication to secure accounts. In 2024, authentication use cases will account for over 50% of all SMS traffic. The growing reliance on SMS-based user verification increases the risk of SIM swapping correspondingly. However, solutions with built-in fraud protection, such as Plivo’s Verify API, make it possible to mitigate fraud risk with little effort. Here’s how to prevent SIM swapping fraud by following a few best practices to protect personal and organizational data. 

What is SIM swapping?

SIM swapping, also known as SIM jacking or the port-out scam, is a type of fraud where cyberattackers transfer a victim's phone number to a new SIM card.

Mobile networks rely on unique IDs embedded in each SIM card to route calls and text messages to the correct device. When a SIM swap occurs, all incoming network traffic, including calls, text messages, and verification codes, is redirected to the fraudster’s SIM card. The fraudster can then access any and all messaging traffic intended for the victim’s inbox. 

The main aim of SIM card swapping fraud is to exploit two-factor authentication (2FA) and gain access to valuable information, such as bank accounts, email, and social media platforms. SIM jacking intercepts one-time passwords (OTPs) and security codes, compromising all accounts that use 2FA.

How does SIM swapping work?

SIM swapping commonly occurs by tricking a mobile carrier into transferring a victim’s phone number.

Fraudsters first gather personal details about their target, such as their name, address, or answers to security questions, often through phishing attacks, data breaches, or purchases on the dark web.

The attacker uses this information to contact the victim's mobile carrier, impersonating them and claiming that their SIM card was lost or damaged. The fraudster then requests to port the number to a new SIM card. If the carrier fails to properly verify the fraud, the phone number is successfully transferred.

Once this happens, the fraudster receives all calls, texts, and verification messages meant for the victim.

SIM swapping can also occur through other methods, such as directly hacking a victim’s carrier account and updating their contact information. In some cases, insider threats come into play, where rogue employees at mobile carrier companies facilitate the swap for the attacker.

What is a SIM farm?

A SIM farm is a setup consisting of special hardware and software that manage multiple SIM cards simultaneously.

While SIM farms may be used for lawful objectives, such as testing mobile services or sending bulk marketing messages, fraudsters often utilize them to simplify illegal operations, such as:

• Sending fraudulent texts en masse
• Making fraudulent calls
• Conducting other fraudulent operations across several phone lines

SIM farms enable large-scale fraud by regularly switching between SIM cards and distributing activities across multiple numbers. This makes it challenging for cell carriers and law enforcement to detect suspicious patterns or ban offending numbers. Additionally, they allow attackers to bypass international phone charges and take advantage of weaknesses in SMS-based authentication systems.

A SIM farm typically operates using two key devices: a SIM box and a SIM bank. Here’s how each functions:

SIM box vs. SIM bank

How does a SIM farm work?

Here’s how SIM farms operate to conduct large-scale SIM swapping fraud:

1. Acquiring prepaid SIM cards from various carriers to avoid detection by a single telecom provider.
2. Integrating a SIM bank to centralize management for countless SIM cards, enabling remote access and automatic SIM switching based on usage patterns or network thresholds.
3. Connecting to SIM boxes to handle call routing, send bulk SMS messages, or make large volumes of calls from different numbers without physically handling the SIM cards.
4. Switching SIM cards dynamically to avoid detection and prevent any single SIM from exceeding traffic limits or drawing attention.
5. Automating international call/SMS routing to bypass local restrictions, preventing the likelihood of detection by telecom providers.
6. Monitoring and managing blocked SIM cards or those with connectivity issues to maintain a steady flow of fraudulent activity.

How does SIM swapping fraud affect businesses?

SIM swapping fraud poses serious risks for businesses, causing operational and reputational harm. Some key effects include:

• Security breaches: SIM swapping can bypass SMS-based 2FA, making businesses vulnerable to unauthorized access.
• Compromise customer data: Hackers can obtain sensitive customer information, leading to identity theft and data breaches.
• Reputation damage: A single SIM swap attack can erode customer trust, leading to bad publicity and loss of credibility.
• Financial loss: Fraud-related costs include direct financial theft and indirect expenses, such as customer compensation and legal fees.
• Network infiltration: Attackers can use SIM swapping to breach internal systems, exposing critical business data and intellectual property.

How to detect a SIM swap attack

Detecting a SIM swap attack early is crucial to mitigating its impact. Here are some key signs to watch for.

• Sudden loss of phone service: This could indicate that your SIM card has been deactivated and transferred to another device.
• Unusual account activity: Unauthorized logins or notifications from banks, social media, or email accounts could mean your phone number has been compromised.
• Inability to access accounts: If you can’t access services that use SMS-based authentication, such as online banking, it’s a strong indicator that your phone number has been hijacked.
• Unrecognized alerts from your mobile carrier: Notifications about changes to your SIM card or account, such as a new device activation you didn’t initiate, are red flags of a potential SIM swap.

How to prevent SIM swapping

Protecting your business from SIM swapping fraud requires vigilance and strong security measures. Here are some best practices to safeguard your accounts and data:

1. Set a PIN or passcode with your carrier: Most carriers offer the option to add an extra layer of security. Use a strong, unique code that makes it difficult to guess, as this will be required for any changes, including SIM swaps.
2. Monitor your accounts regularly: Watch out for anything unusual with your bank accounts, email addresses, and social media accounts. Ensure notifications are set up for logins from new devices or changes to account information.
3. Be cautious with public information: Fraudsters often exploit personal data from social media to answer security questions. Limit the amount of personal information you share publicly.
4. Review and secure account recovery options: Ensure backup emails, phone numbers, or security questions are robust enough to prevent attackers from easily exploiting them.

Prevent SIM swapping with Plivo

A strategic combination of technology and proven methodology can deduct SIM-swapping attacks and protect your business from becoming more vulnerable. 

With Plivo, you can validate phone numbers without interrupting the user flow. So, even when a SIM swap has occurred, the perpetrator doesn't have an opportunity to capitalize on it.

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Use Plivo’s Lookup API

The Plivo Lookup API, with its phone number validation and real-time analytics features, provides companies with the means to detect SIM swaps. You can improve your risk management with a reliable API call that will assess the phone number and return critical information about:

• Current network and original network details
• Roaming status and network changes
• Risk scores and unusual patterns that may indicate fraud

Checking these analytics can indicate any suspicious activity that occurred recently for a particular number, raising red flags.

Plivo’s pattern-based alerts

Even if the phone number is verified, there is a chance of fraudulent and illegal activities. Lookup includes built-in Fraud Shield, an AI-driven algorithm that helps monitor your messaging patterns, establish message thresholds, and send automatic alerts if an unusual pattern emerges. When a SIM swap is detected, you can put the account on temporary hold.

When discussing pattern-based alerts and how it helps detect SIM swaps, here’s what happens:

Spikes in traffic

A SIM swap fraudster usually tries to quickly take advantage of the victim’s phone number before the fraud is detected. This often involves sending or receiving many messages in a short amount of time to authorize access to accounts (e.g., bank logins, resetting passwords, or verifying transactions). This would cause an unusual surge in SMS traffic — far more than what a normal user would generate.

Low conversions

When a SIM swap happens, the original owner loses access to their phone number, but systems still try to send OTPs to the legitimate phone number. However, because the fraudster now controls the SIM, these OTPs fail to reach the original user, and the system may detect low conversion attempts and flag as suspicious.

Fraud thresholds for message control

To mitigate risks, you can use fraud thresholds for message control. If the threshold is exceeded, you have customizable options:

• Block and alert: Messages are blocked for 12 hours after a breach, and an alert is triggered.
• Alert only: An alert is sent, but messages are not blocked.

Plivo's dynamic controls will notify you of any unusual traffic patterns or surges when customized.

Protect your business with Plivo

Plivo's Lookup API, in conjunction with pattern-based alerts, can be a powerful tool for detecting fraudulent SIM swaps. Doing so can prevent your business from being vulnerable to further damage or associated risks and take needed measures.

Safeguarding your organization from SIM-swapping fraud is vital for protecting consumer security and retaining their trust. With Plivo’s advanced number validation solutions and Fraud Shield, you can secure critical accounts and improve overall communication security.

Contact us today to request a trial and protect your business from SIM swapping and other cybersecurity threats.

With a 98% messages open rate, WhatsApp is a top channel for business communication. Adding WhatsApp to your sales and marketing strategy is a powerful way to engage customers. However, to maximize its benefits, you'll need to follow messaging guidelines and use approved templates to avoid being flagged as spam.

In this guide, we'll walk you through what WhatsApp message templates are and why they matter. Plus, we'll show you how to create your own templates to engage prospects and drive sales. 

What are WhatsApp message templates?

A WhatsApp message template is a pre-written message that can be customized and sent to customers through the WhatsApp Business Platform. These templates contain placeholders that you will fill in with personalized information, such as the customer’s name.

You can send the same template to multiple recipients, and WhatsApp will automatically personalize each message so that it feels tailored to every individual.

How can WhatsApp message templates help your business?

WhatsApp message templates are valuable for businesses aiming to enhance customer engagement, automate communication, and improve the overall customer experience.

Here are some ways in which WhatsApp message templates can benefit your business:

• Customer trust: WhatsApp requires businesses to use approved message templates to initiate chats. This helps prevent spam and fosters trust in your communications.
• Automation: By using Meta-approved WhatsApp message templates,  you can automate repetitive tasks like order confirmations, appointment reminders, or shipping notifications. This saves time and creates consistency.
• Better engagement: Templates enable you to share timely, relevant information, strengthening customer relationships.
• Proactive communication: Message templates let you initiate conversations beyond the 24-hour service window. With this added functionality, you can send updates, reminders, or promotions — ultimately driving higher customer engagement and conversions.

How to create and manage WhatsApp templates

You need access to the WhatsApp Business API to create templates. There are two ways to get started.

You can either use Meta’s Cloud API, a flexible, hands-on option that requires some technical expertise, or work with a solution partner like Plivo.

A solution partner manages the setup process, from template creation to helping you craft a WhatsApp marketing strategy. For example, Plivo offers a scalable WhatsApp Business API to simplify the WhatsApp onboarding experience and help you maximize this channel’s potential.

Using Meta Cloud

If you decide to use Meta’s Cloud API, you can create templates directly within the platform by following these steps:

1. Sign up for Meta Business Manager and create a WhatsApp Business Platform account.
2. Navigate to Business Manager and select your business.
3. Go to settings (the gear icon) and click ‘WhatsApp Manager’.
4. Choose the account for which you want to create templates.
5. Click the three-dot menu icon and select ‘Manage message templates’.
6. Tap ‘Create message template’.
7. Next, you’ll need to define the details:

• Category: Decide whether the template is for marketing, utility, or authentication.
• Name: Keep it simple by using lowercase letters, numbers, and underscores.
• Language: Select the languages for your message.

8. Then, fill in the following fields:

• Sample (optional): If you're using variables (like customer names) or media, add an example to aid the approval process. Avoid using any real customer data.
• Header (optional): Add a title or media.
• Body: Write the message in your chosen language. You can format it, include emojis, and add variables.
• Footer (optional): Add a short line of text at the bottom.
• Buttons (optional): Meta provides options for buttons that can enhance engagement. These include call-to-action buttons, such as phone numbers or links, or quick reply buttons to offer predefined responses.

For authentication templates, you’ll also configure:

• Code delivery: Choose how customers will input the code into your app.
• Message content: The main content is fixed, but you can add security tips or expiration times.

9. Once you submit the template for approval, Meta will validate its category to ensure it aligns with their guidelines.

You'll likely need a developer to help you implement these templates into the platform later on.

Using a Solution Partner

When managing multiple templates for your business, having everything in one place is crucial. Platforms like Plivo simplify the process.

Here’s how to get started with the WhatsApp Business Platform using Plivo:

1. Register a business phone number that can receive a one-time password (OTP) via text or call. This number will be used as your WhatsApp contact for customers.

You can use your own number, rent one from Plivo, or even transfer an existing one. Just check Meta's guidelines first.

2. Choose a display name for your WhatsApp Business account according to the guidelines.
3. Grant Plivo the necessary permissions to manage your WhatsApp communication.
4. To confirm that everything is set up correctly, head to your Meta account.
5. In Business Settings, select WhatsApp Accounts and check the Partners tab — Plivo should be listed there as one of your partners.

6. Next, go to the Settings tab and look for 'PLIVO INC' listed as a payment method.

7. Finally, when you open ‘WhatsApp Manager,’ the phone number you added should appear as connected.

Register WhatsApp templates

To manage your WhatsApp templates right from the Plivo console, go to Messaging > WhatsApp Business Account > Your WhatsApp Business Account > Templates.

Under the second tab, ‘WhatsApp Templates,’ click ‘Sync Templates from WhatsApp’ to pull the latest template details from Meta.

This view will show not only the language and status of each template but also insights into why users might be blocking your messages.

Keep an eye on the ‘Top Block Reason’ to identify trends and refine your messaging approach.

Types of WhatsApp message templates

WhatsApp provides a variety of message templates to help businesses connect with their customers. The two most common types are:

Simple template message

This template works great for various uses, from customer support to event announcements. Send plain text or add images, videos, and other media elements to make your messages more engaging. 

Interactive template message

This template lets you directly add buttons and other interactive elements to your messages. These buttons can prompt users to visit your website, call you, or get directions — all without leaving the chat.

Interactive templates are perfect for boosting your conversion rates.

Location message 

This template allows customers to share their precise location with businesses, whether through templated or non-templated messages. It further streamlines location-based interactions, making it easier for businesses to provide timely and relevant services.

WhatsApp message template categories

WhatsApp categorizes message templates into three main types, each serving a unique role in business communication:

Marketing templates

Marketing templates are versatile, helping businesses achieve objectives ranging from brand awareness to driving sales.

Here are some use cases:

Utility templates

Utility templates are triggered by a user’s actions or requests. They must be directly related to transactions, accounts, subscriptions, or interactions.

For example, an order confirmation message must include details like the order number.

Utility templates can be used for the following purposes.

Authentication templates

Authentication templates verify users with OTPs during logins or when recovering forgotten passwords. These templates are highly restricted and must adhere to the following rules:

• Use WhatsApp's pre-approved templates so you can add security warnings or expiration reminders.
• Include an OTP button (either a copy-code or one-tap option).
• Follow content restrictions: no links, media, or emojis, and length restrictions apply to certain parts of the message.

Tips & best practices to create message templates

Effective WhatsApp templates require more than just good copy — they must adhere to WhatsApp’s guidelines and meet strategic needs. 

Here's how to make sure your templates hit the mark.

Be clear and concise

Prioritize clarity and conciseness above all else. Your messages should be easy to understand, even for someone unfamiliar with your industry or product.

You can use emojis to make your messages more fun, but don't go overboard. One or two is usually enough; too many can look unprofessional.

If you want your customers to take action, be explicit. Use clear, direct calls to action like “Reply YES” or “Tap to learn more.”

Name your message templates

Stick to short, descriptive names that are easy to remember and understand. Keep the name concise, ideally under 512 characters.

Use only lowercase letters, numbers, and underscores, and avoid spaces, special characters, or emojis. For example, appointment_reminder and shipping_update are good names because they contain acceptable characters.

On the other hand, Appointment_reminder and re$et-password are not good names because they contain uppercase letters and special characters.

Format the template properly

Use proper punctuation — commas, periods, question marks — so your message is easy to read. Add some space between lines of text. This makes your message less overwhelming, especially on mobile devices.

And before submitting your template for approval, double-check that everything is clear and that all variables, such as placeholders, are correctly formatted.

Understand your customer's journey

Consider how your customers interact with your brand.What information do they need at each step?Create messages that give them exactly what they need, when they need it.

For example, send an order confirmation after they buy something or an appointment reminder before their visit. 

Always ensure you have their permission before sending messages, and provide an easy opt-out option.

A/B test your templates

Try out different message copy and calls to action to see what works best for your customers.

Consider sending different versions of your message to a small group and see which version gets a better response. This information helps you fine-tune messages for best results.

_{Tips to getting your Whatsapp template approved}

When creating a template for approval, keep these guidelines in mind:

• Adhere to the rules: Make sure your templates comply with the WhatsApp Business Policy and Commerce Policy.
• Choose the right message type: Understand the difference between session messages and templates. Make sure you're using the right one for your purpose.
• Number your placeholders: If you're using {{1}}, {{2}}, etc., make sure they're in order. Skipping numbers could lead to rejection.
• Avoid sensitive info requests: Don’t request sensitive personal information like full bank account numbers or ID numbers.
• Be respectful: Use polite, non-threatening language.
• Keep it unique: Every template you submit needs to be original. Duplicate templates are likely to be rejected.
• Stay in the loop: WhatsApp's policies can change, so always stay informed and keep your templates compliant.

Automate your WhatsApp communication with Plivo

Plivo offers a robust, enterprise-grade communication platform to ensure your messages reach customers reliably, even at high volumes. We streamline the onboarding process, making it easy to get started with WhatsApp Business.

Businesses can easily sign up and register for the WhatsApp Business API directly through Plivo's platform. For effective customer engagement, Plivo enables automated WhatsApp messaging campaigns throughout the customer journey.

Additionally, Plivo's transparent pricing model includes a single rate for all conversations. Volume-based discounts ensure WhatsApp remains a viable, affordable channel as your business grows. 

Ready to create a customer-centric WhatsApp experience? Book a demo today to learn how Plivo can transform your customer communication strategy and boost your business efficiency.

Your WhatsApp Business greeting message sets the tone for every customer conversation. The humble greeting message creates that all-important first impression for new customers. Though it may seem like a small part of your communications strategy, 90% of buyers agree that a positive customer experience is just as important as a company's products or services. 

We’ve put together the best practices and examples to craft impactful WhatsApp greeting messages. First, let’s review some of the key features that WhatsApp Business offers to make your brand stand out. 

Key features of WhatsApp Business messaging

WhatsApp’s Business messaging features are designed to help you boost customer engagement and satisfaction with little effort. Understanding these features will help you identify key customer touchpoints and how to enhance every interaction.

Here’s an overview of these features and how greeting messages fit into the overall WhatsApp messaging toolkit. 

Multimedia support

Whether you want to showcase a new product or send a PDF brochure of your product, MMS support improves engagement and keeps customers informed. Share images, videos, and documents alongside greeting messages to make your WhatsApp Business greeting message more dynamic.

Pre-approved templates

These templates work in harmony with your WhatsApp Business greeting messages by ensuring timely and consistent messaging. You can create templates for various purposes, from shipping updates to appointment reminders, streamlining your communication and improving consistency. 

Automated messages

Automating responses to common customer queries and welcome messages saves time and ensures prompt replies. However, for more nuanced questions, sensitive issues, and personalized support requirements, human interaction remains vital. 

Why should you use a WhatsApp Business greeting message?

WhatsApp business greeting messages set a welcoming tone that resonates with customers just like in-person interactions. In fact, 72% of users report never having a negative experience with a company’s marketing messages on WhatsApp. Moreover, these messages lower response times and don’t leave customers hanging outside of business hours, improving overall user experience. 

Examples of WhatsApp Business greeting messages

Here are 11 examples of WhatsApp Business greeting messages that improve customer engagement and streamline communication.

New customer welcome messages

A greeting message makes new customers feel welcomed and valued. It’s the first message sent to customers when they reach out and when they message you after 14 days of inactivity in their chat.

Examples:

"Hi there! How can we help you today?"

“Hi there! Thanks for reaching out. How may we help you today?”

Dos:

• Keep the message concise.
• Be specific about when customers should expect a response.
• Steer clear of typos, incorrect punctuation marks, and poor sentence structure.
• Provide alternate contact details such as an email ID, social media ID, phone number, etc.
• Direct users to useful resources if representatives are unavailable.
• Use friendly and engaging language.

Away welcome messages

These messages inform the customer when they can expect a reply from you.

Examples:

“Hey there! We have received your message and will respond within the next 24 hours!”

“We are currently offline and will be back to serve you by [time].“

“Please explore our FAQ section while our representatives are away!”

Do’s:

• If there's a potential delay, communicate it clearly to avoid customer frustration.
• Acknowledge their wait time with empathy to keep them engaged and reassured.
• Mention when your representative will be available to address the issue.

Customer support messages

These messages set clear expectations for response times, improve customer satisfaction, and maintain trust with timely communication.

Examples:

“Hey [name]! Thanks for reaching out. Our office hours are from [time] to [time]. We will get back to you on [date] when our offices open.“

“Hey there! Please be patient or reach us at [alternative contact detail] for instant support.”

“Hello there! All our representatives are currently unavailable. Could you please reach out [day/date] between [time] to [time]?“

Do’s:

• Avoid jargon and ensure your instructions are easy to follow.
• Address customers by their name and reference their specific issue or request to make the interaction feel more tailored and attentive.
• Even when using casual language, always be respectful and professional.

Business update messages

Keep customers updated about your business. For instance:

1. You want to share an update about a glitch your website is currently experiencing.
2. You want to update users about their orders, appointments, new product launches, etc.

Examples:

"Dear customer, we are facing technical issues with our [product]. While our team is working hard to get it resolved, feel free to leave your message below. We will respond within the next 2 hours. Thank you for your patience.“

"We are currently facing technical issues with our website. Sorry for the inconvenience this may have caused you. Our team is working hard to fix the issue. We will notify you once the problem is resolved. Thank you for your patience.”"Hi [name], we wanted to inform you that our [service] will be undergoing maintenance on [date] from [start time] to [end time]. We apologize for the inconvenience and thank you for your patience."

"Hi [name], this is to inform you that your order #[order number] has been shipped and is on its way! You can track your package with this link: [link]. Thank you for shopping with us!"

Do’s:

• Let customers know you're aware of the issue as soon as possible to prevent frustration and show transparency.
• Explain the nature of the issue and how it may affect the customer. Be straightforward without overcomplicating things.
• If it's an order update, provide a link to track the order. For appointments, confirm the location. For launches, include where they can learn more or buy the product.
• Include a CTA to encourage customers to take the next step, whether it’s confirming an appointment, checking order status, or exploring a new product.

Out-of-office response messages

These messages inform customers that your representatives are currently unavailable and provide guidance on when they can expect a reply or alternative contact options.

Example:

“Hi there! Thanks for reaching out to us. Our representatives are currently out of office until [date]. For immediate assistance, please reach out to [alternate contact]. We'll get back to you as soon as possible.“

Do’s:

• Clearly mention the return date.
• Provide an alternative contact for urgent matters.
• Be polite and professional.
• Set this message as an auto-reply greeting at the appropriate time to avoid discrepancy.

Holiday-related messages

These messages greet customers during holiday closures with information about your opening hours and availability. 

Example:

"Hi [name], Merry Christmas! May your home be filled with light, love, and laughter. Due to the holiday season, we are currently overwhelmed with orders. We will get back to you in 24 hours.”

Do’s:

• Include the specific holiday being celebrated.
• Mention any changes in office hours or operations.
• Keep the tone festive, warm, and polite.

Customer opt-in messages

Businesses can send these messages to seek user consent to send updates or marketing communications.

Example:

“Hey [Customer Name]! We’ve got exclusive updates, deals, and offers waiting for you. Opt in now to stay updated and never miss out on exciting news! Click here to join: [Link]. We promise to keep it short and sweet!"

Do’s:

• Provide clear and easy steps for opting in (e.g., clicking a link or replying with a specific word).
• Mention what the customer will gain by opting in (e.g., exclusive offers, updates).
• Keep the tone friendly and inviting.
• Ensure the customer knows their data will be handled responsibly.

Messages for promotional events

These messages are to inform customers about special offers or sales.

Example:

"Hi [name]! We’re excited to announce our Winter Sale with 10% off all items! Shop now at [link] and use code WINTER10. Don’t miss out—sale ends [date]!"

Do’s:

• Use an attention-grabbing opening that reflects the excitement of the promotion.
• Include clear details about the promotion and any discount codes.
• Add a call-to-action link to make it easy for customers to participate.
• Highlight time-sensitive aspects of the offer to motivate customers to act quickly (e.g., “Limited time only” or “Sale ends soon”).

Messages for upcoming events or webinars

These messages encourage customers to register for or attend upcoming events or webinars.

Example:

“Hi [name], we're excited to announce our upcoming webinar on [topic] happening on [date] at [time]. Register here [link]."

Do's:

• Include clear details about the event, including the date, time, and registration link.
• Provide a clear CTA.
• Include testimonials specific to the promoted webinar to increase credibility (if applicable).

Special occasion greetings

Special occasion greetings are personalized messages sent to customers to celebrate milestones, anniversaries, festivals, or birthdays. They strengthen relationships and show thoughtfulness towards clients or employees.

Example:

“Happy Birthday [name]! May this special day bring you happiness and prosperity. We're excited to continue working together.“

Do’s:

• Match the tone of the message to the occasion—joyful and celebratory for birthdays, warm and sincere for anniversaries.
• Keep the message brief to ensure it’s easy to read and digest.
• Consider including a special offer, discount, or gift as a gesture of goodwill, if applicable.

Welcome back messages

These are greetings sent to customers or clients upon their return after a break, absence, or hiatus. These messages serve to re-establish a connection.

Example:

“Welcome back, [Name]! We’ve missed you and are thrilled to have you shop with us again. If you need any assistance or have questions, feel free to reach out. Looking forward to serving you!”

Do’s:

• Address the recipient by name to make it personal.
• Express genuine enthusiasm and warmth.
• Offer support or assistance if needed.
• Keep the message positive and encouraging.

Best practices for crafting effective business greeting messages

Ensure your WhatsApp Business greeting message includes these key elements.

Personalization

Address customers by their names and tailor content to their preferences or previous interactions. Use a friendly greeting if it's your first message to a customer, and personalize it later when the customer provides their name and other details.

Note: You can experiment with the frequency of automated transactional messages, but generally, it’s best to send three or four messages maximum. Create an outreach calendar for weekly and monthly messages to maintain consistent communication.

Clarity 

Clear, to-the-point greetings grab user attention quickly and make it easy for customers to understand and engage with your content.

For instance, instead of saying, “We’re thrilled to have you back and hope you enjoy our services,” simply say, “Welcome back! Here’s what’s new.”

Additionally, highlight key information that you want customers to notice, such as promotions or important dates, using formatting tools to make these details stand out.

Appropriate usage

Reserve WhatsApp greeting messages for welcoming and other important updates. Don't use this channel for regular promotions; it'll dilute their impact and annoy customers, reducing overall customer engagement.

Engagement

Craft your messages to be lively and relevant, sparking interest and encouraging interaction.

Use engaging visuals, ask questions, and modify content to your audience's preferences.

Customer opt-out

Always include a clear and straightforward opt-out option, such as “Reply STOP to unsubscribe,” in your messages. This respects customer preferences and reduces frustration, ensuring your communications remain welcome and effective. 

So, what is the best WhatsApp greeting message example? 

The best greeting messages are warm and inviting, like: “Hi there! Welcome to [business name]. How can we assist you today? We’re here to help!”

Make the most of WhatsApp messaging with Plivo 

Plivo manages communications, automates responses, and personalizes engagement — all within a unified platform. It lets you send templated WhatsApp messages, making bulk communication a breeze.

It goes beyond basic messaging by providing crucial insights into template performance, including:

• Language.
• Delivery status.
• Reasons for message blocks.

The final insight especially helps you quickly identify and resolve issues, ensuring your messages reach your audience timely. By tracking and addressing the reasons for any blocks, you can maintain a high-quality account and boost engagement.

Scale your business with an efficient, cost-effective messaging solution. Request a demo with Plivo today.

Telecom fraud is constantly emerging with various trends and is becoming a major threat. Recently, a Southern California resident lost $21,000 due to SIM swapping fraud after cybercriminals took control of the phone number to access a bank account. Different types of fraud are on the rise as fraudsters exploit telecom vulnerabilities. 

As the telecom industry grows, so does the need for robust fraud prevention strategies.

To navigate this, it’s essential for organizations to stay informed and prepared. In this blog, we’ll explore the top telecom fraud trends for 2024 and practical solutions to safeguard your business.

Five telecom fraud trends of 2024

Let's explore current trends in the telecom industry and how fraud detection and prevention solutions can safeguard your organization.

1. AIT accelerated A2P fraud

Artificial Inflation of Traffic (AIT) is a type of fraud that affects the Application-to-Person (A2P) SMS path. Traffic is artificially increased to generate revenue. Fraudsters utilize bots to boost traffic and send fake one-time passwords (OTPs) to manipulate conversion metrics and create false revenue streams.

AIT is estimated to account for 5% of all worldwide A2P traffic and will cost brands $2.4 billion between 2022 and 2024.

The three main categories of AIT fraud expected to have a major market impact are:

• Counterfeit fabrication AIT: An aggregator adds fake data or traffic while it's being transferred through the system.
• Human and bot amplification of AIT: Traffic is generated by OTPs and other triggers from brand websites and services.
• Masquerade parasite generation of AIT: This involves traffic being injected through CPaaS accounts.

Due to the widespread use of AIT in the messaging ecosystem, an estimated 19.8 billion and 35.7 billion fake messages were sent in 2023 — and business leaders report that the threat is accelerating.

Solution: Integrate strict security measures within your communication platforms. In addition, when choosing a business solution partner, consider the built-in fraud protection tools they offer.

For instance, Plivo Verify API offers a multi-channel two-factor authentication (2FA) solution and an in-built Fraud Shield, designed to mitigate the risk of AIT scams.

The advanced capabilities of the Plivo 2FA API allow you to send images, reach multiple recipients, and set message expiration. Messages that aren't delivered within a certain period are marked as “Failed” with error code 420 and are not charged to customers.

2. Toll fraud

Toll fraud, or International Revenue Sharing Fraud (IRSF), is when fraudsters exploit cloud-based systems. Unlike A2P fraud, toll fraudsters make money by phone calls instead of sending messages. 

Toll fraud impacts landline and mobile phone lines in more than 200 countries. The rise and resale of the number range, where up to 10,000 new IRSF-related areas are promoted weekly, indicate the profitable nature of toll fraud.

The frequent methods fraudsters employ to carry out IRSF are:

• PBX hacking: Unauthorized access to a company's telecommunications network to make international calls to premium rate numbers.
• Automated dialers: Programmed to call numbers at high frequency, which generates high traffic to specific destinations.

The most susceptible groups to toll fraud are Voice over Internet Protocol (VoIP) users, businesses that employ premium-rate numbers, and individuals who handle overseas communications.

Solution: You may not discover toll fraud until your phone bill arrives without real-time monitoring. Plivo’s Fraud Shield protects against high-risk outbound calls with static controls, such as:

• Geo-permissions: Disable communications to high-risk countries where users are not present.
• International Toll Fraud Protection: Create call blocklists for specific high-risk prefixes.
• Number validation: Validate phone numbers to reduce the risk of sending OTPs to fraudulent numbers.

Fraud Shield classifies destination countries based on risk levels. Using Plivo’s robust fraud control, you can set up thresholds based on these risk classifications to ensure that higher-risk countries have stricter controls to minimize the chances of fraud.

3. Account takeover (ATO)

Data breaches expose millions of users' passwords and personal data on the dark web, giving fraudsters the tools to carry out account takeover (ATO) attacks.

ATO involves using stolen personal data to hack accounts and gain access to bank and credit card information. In the second quarter of 2023, there was a 354% year-over-year increase in ATO attacks.

These scams aren’t limited to the financial sector — they also target government organizations. 

Solution: MFA is essential in eliminating account takeover attempts. A reliable MFA provider should support SMS, email, phone calls, hardware tokens, and other forms of authentication for secured verification.

Plivo provides global multi-channel OTP/2FA solutions, ensuring all Verify API requests are encrypted and transmitted securely over HTTPS. Plivo's API authenticates OTP transactions using your auth ID and auth Token, making it easy to integrate into existing systems by utilizing standard HTTP verbs and status codes.

4. Spoofing

Phone number spoofing is another common fraud tactic. Scammers manipulate caller IDs to display fake information, often using local phone numbers. They typically impersonate government agencies to trick recipients into sharing sensitive data such as bank or credit card details. Juniper Research reports that global mobile users have lost $58 billion to fraudulent spoofing calls.

Caller ID spoofing causes financial loss and reduces trust in mobile communications. While advancements in voice call technology have brought many benefits to organizations, they have also created new opportunities for fraudsters.

Solution: Work with telecom providers to implement STIR/SHAKEN caller authentication and trace the origin of calls. Secure Telephone Identity Revisited (STIR) and Signature-based Handling of Asserted Information Using toKENs (SHAKEN) authenticate calling numbers, increasing the credibility of caller IDs.

The Federal Communications Commission (FCC) requires carriers to adopt these standards to combat spoofing and provide accurate caller numbers and names.

Plivo’s built-in fraud control in SMS and Voice APIs help protect customers against SMS pumping and toll fraud and comply with STIR/SHAKEN protocols.

Developers can integrate anti-spoofing measures, including authentication protocols and number verification, using Plivo’s API to secure both inbound and outbound communications.

5. Robocalls and spam messaging

Robocalls are automated phone calls that send pre-recorded messages to multiple recipients at once. Robocalls are used for telemarketing, public service messages, and political campaigns. However, their connection to scams and fraudulent activities poses a serious threat to phone users' privacy and security.

According to the National Consumer Law Center, Americans receive 33 million fraudulent robocalls daily and 50 billion annually.

Fraudsters also utilize AI to create phishing emails that mimic the professional tone of reputed companies to collect personal data. With such tools at their disposal, even scammers with no prior coding knowledge can become hackers in an instant.

Solution: Carriers in the United States have mandated that companies register their brands and use 10-digit long codes (10DLC) for A2P texting. These numbers help distinguish legitimate messages from spam. Additionally, shortcodes must be configured according to carrier requirements, and toll-free numbers need to be validated before use.

Plivo enhances brand trust and recognition with higher-throughput mobile numbers, 10DLC, and short codes for SMS and MMS.

Customers can also automate the 10DLC registration process by using the upgraded server SDKs from Plivo. On the Plivo console, you may link numbers to campaigns and register brands and campaigns.

Conclusion

Rapid advancements in the telecom industry have enabled cybercriminals to execute complex and highly profitable attacks against both individuals and corporations. Protecting your business from fraud is crucial to maintaining customer security and confidence.

With Plivo's cutting-edge authentication solutions, you can protect important accounts within businesses of all sizes, strengthen overall communication security, and improve account security.

Contact us today to discover how our Verify API can help protect your company and customers.

A WhatsApp Business app gives you the power to create a virtual shopping experience for your customers that is as engaging and interactive as an in-store visit.

Through WhatsApp, customers can connect instantly, get their questions answered in real time, and browse products through the convenience of one of the world’s most popular apps. 

It’s easy to use the WhatsApp Business app or the WhatsApp Business platform to create a WhatsApp Business account. Follow the steps in this guide to get started. 

The WhatsApp Business ecosystem: App, Account, and Platform

• WhatsApp Business account: You need a WhatsApp Business app to use the app or the platform. The account grants you access to business-specific tools, such as customer support tools and business analytics.

• WhatsApp Business app: It's designed for small businesses to manage customer interactions. It lets you set up a business profile, respond to customer messages, and automate responses to increase engagement. 

• WhatsApp Business Platform: It's a comprehensive solution for medium to large-scale businesses. It offers advanced features like bulk messaging, integration with CRM systems, and automated workflows, to manage and scale communications. 

Create a WhatsApp Business account using the WhatsApp Business app 

A simple seven-step process is all it takes to set up the app with a WhatsApp Business account.  

1. Download WhatsApp Business App

Get the WhatsApp Business app from the Google Play Store or the Apple App Store, depending on your device type. This app is designed specifically for businesses and is different from the personal WhatsApp messaging app. Open the app by tapping its icon on your home screen.

2. Agree to the terms of service and press continue

• Review through the WhatsApp Business Terms of Service
• Tap “Agree and Continue” to accept and proceed with your WhatsApp Business setup.  

3. Register or use an existing number to create a WhatsApp Business Account

Select the phone number you want to sync your WhatsApp Business account. 

There are two options:

1. Convert an existing phone number  
2. Register for a new phone number 

Enter your phone number and select your country from the drop-down list. Type your number in the designated box.

Tip: Use a new number to keep your chat history separate from WhatsApp Messenger, as it can’t be transferred back to WhatsApp Messenger if you discontinue using the WhatsApp Business app. 

4. Verify your WhatsApp Business phone number

Follow these instructions to complete your Business account verification. 

• Tap done: You’ll receive a 6-digit registration code via SMS. If you prefer voice calling, tap “Call me” to receive the code through an automated phone call.
• Enter code: Input the code you received via SMS or call in the verification field. 
• Troubleshoot: If you don’t receive the code within a few minutes, tap “Resend code” or “Call me” again. Double-check if you’ve entered the correct phone number. If you still don’t receive the code, follow the troubleshooting section for further guidance. 

Remember: Verify that your device permits SMS and calls from unknown numbers, and avoid submitting multiple requests in a short time if you don’t receive the verification code. 

5. Convert WhatsApp Messenger to WhatsApp Business (only if applicable)

It is possible to transition your personal WhatsApp number to a WhatsApp Business account. Once you’ve verified your phone number, prompts will ask if you would like to:

• Transfer data: Transfer all your data to the new WhatsApp Business profile, including images, videos, chat messages, and contact numbers by granting permission to complete the transfer. 
• Verify: Enter the verification code if you’ve enabled two-factor authentication.  

Please note that the transfer process might take some time, depending on the size of your media files. 

6. Grant permission for WhatsApp Business to access files

A prompt will ask for sharing permission with WhatsApp. Allow the WhatsApp Business app access to your contacts and media files to facilitate better customer connections. 

7. Set up your WhatsApp Business profile

You’ll be asked to provide the following business details:

• Business name: Enter the official name of your business.
• Profile picture: Upload your business logo or another high-res image that represents your business. 
• Category: Choose the appropriate business category from the dropdown menu.
• Description: Provide a brief description of your business, limited to 256 characters.
• Business address: Enter the official address of your company.

8. Explore and set up WhatsApp Business tools 

You can complete the setup or skip this step and add more information later through the Explore Business Tools window. The additional information you share could include:  

• Business profile: Your operating hours, contact email address, and website URL.
• WhatsApp Business catalog: Products/services with optional details like price, description, website link, and product code.

• Messaging tools: Automated responses that handle common queries, provide instant replies, and ensure timely responses, making interactions more efficient. 

Update your WhatsApp Business profile regularly to reflect changes in your business information.   

Pro tip: Keep your WhatsApp Business profile complete to inform your customers about your business and reduce recurring queries regarding your business hours, product images, etc. Here’s how to set an away message in the WhatsApp Business app. 

Create a WhatsApp Business account using the WhatsApp Business Platform 

To get started, you have two options:

• Create a WhatsApp Business Account (WABA) on your own
• Get help from a Business Solution Partner (BSP)

The steps out here are for those who work with a BSP. You should sign up for a business portfolio before you start this process. 

Once you have everything in place, here are the steps to get started as outlined by Meta.  

• Go to your Business settings.
• Choose the relevant business portfolio from the drop-down menu.
• Add a WhatsApp account:some text
  • Click “WhatsApp accounts” under Accounts.
  • Click “Add WhatsApp account” if this is your first account or “Add” if connecting to another.
• Enter your business details:some text
  • Phone number
  • Account name
  • Messaging for: Select whether this account is for your business or a client’s.
  • Time zone: Choose your business’s time zone.
  • Currency: Pick the local currency for invoicing.
  • Payment method (optional)
  • PO Number (optional)
• Add people and set permissions:some text
  • Search and select people to add.
  • Assign permissions:some text
    • Partial access: Manage phone numbers and message templates.
    • Full control: Manage the WhatsApp account.
  • Click “Assign.”

This process is complicated if you aren’t working with a BSP like Plivo. Our embedded sign-up flow leads you through the process whether you’re onboarding your own WABA or managing accounts for a client.

Note: Follow this guide to set up a WABA independently. 

Important considerations when using WhatsApp Business 

Setting up a WhatsApp Business account takes just a few minutes, but you should regularly maintain it for optimal performance.  

Do not spam your customers

Excessive promotional messages cause customers to flag your account as spam. Flagged accounts can incur penalties from Meta. Comply with the WhatsApp Business Messaging policies and keep the messages crisp, relevant, and timely. 

Retain customer data during account migration in the WhatsApp Business App 

If transitioning from a personal number to a business account, you can easily migrate your chat history and media files to WhatsApp Business. However, if you’re moving your account to another new number, you’ll need a plan to maintain data continuity.

• Backup your data to Google Drive or iCloud 
• Update your number in your WhatsApp Business account 
• Inform your customers about your new number
• Verify all chat history and media files have been linked to the new number 
• Update backup settings to ensure future data gets backed up to the new number 

Use separate phone numbers for personal and business use 

You can use WhatsApp Business and WhatsApp Messenger simultaneously, but the accounts must be linked to different phone numbers. 

Simplify WhatsApp Business account setup with Plivo 

As a Meta-registered BSP, Plivo simplifies the setup of WhatsApp Business accounts. While the WhatsApp Business app is intended for direct customer interactions, our API helps businesses manage and scale their WhatsApp communications. 

Here’s how. 

Pay less for more value 

Plivo is one of the most affordable solutions on the market.  We charge Rs. 0.066 ($0.00080) per conversation —not per message. Additionally, we consolidate billing for Meta and Plivo into a single bill, reducing the hassle of managing multiple bills. This approach helps you save while still delivering effective customer interactions.

Automated messaging  

Although automated messaging is a fundamental feature of the WhatsApp Business Platform, Plivo helps you take full advantage of this capability. Automate all aspects of your customer interactions—from handling FAQs and providing support to lead generation, sales, broadcasts, personalized recommendations, and post-purchase updates.

Create consistency across customer interactions 

Agents frequently receive similar questions about order statuses, return policies, and product availability. Manually responding to each query is labor intensive and can lead to inconsistency between customer experiences. Plivo ensures that agents provide optimal responses every time with the help of pre-defined templates for common queries. This capability helps e-commerce companies improve their customer support quality. 

Get data-led routing for fast query resolutions  

Plivo’s advanced routing feature analyzes customer data to automatically direct chats to the most suitable agent, leading to faster resolution times. 

Customizable templates for varying marketing needs 

Plivo and the WhatsApp Business API allow you to create and use personalized templates for different marketing purposes, such as welcome messages and product guides. You can manage these templates, check their status, and make updates through Plivo’s platform.

Plivo is ideal for growing enterprises that want to improve customer support without getting bogged down by complex technical setups.  

Request a trial to find out if Plivo is the right fit for your business.

While your team will always be there to handle complex customer queries, a toll-free number service can take care of routine calls and help streamline your operations.

But how do you choose the right toll-free number service provider for your business? Businesses across industries—from retail to healthcare—use toll-free numbers to improve their customer experience and cast a wider net globally. Toll-free number providers use different pricing models, deliver different benefits, and offer different levels of customer service. Understanding what each provider is offering can help you hone in on the right fit for your company. 

Therefore, let's compare some of the best toll-free number service providers in the US to see how they stack up against each other. 

10 best USA toll-free number providers compared: at a glance

Here’s a quick overview of the best USA toll-free number providers.

10 best toll-free number service providers 

Read on for a deeper look at the  best toll-free number service providers in 2024, focusing on their unique functionalities, key features, and pricing plans based on recent research.

1. Plivo

Plivo is a powerful toll-free number service provider that offers not only toll-free numbers, but also local, mobile, and national numbers to suit a wide range of business needs. 

With Plivo, businesses can instantly buy and activate toll-free numbers in more than 65 countries, making it a go-to solution for companies looking to expand their global reach. 

Plivo’s user-friendly API and console make it easy to manage communications, enabling businesses to enhance customer engagement quickly and effectively. Designed for scalability and reliability, Plivo supports businesses of all sizes with exceptional customer service and user-friendly voice and SMS services.

Key features:

• Instant activation and easy management: Quickly search, buy, and activate phone numbers with Plivo's intuitive console and API, making it easy to add new numbers or porting existing ones.
• Versatile phone number options: Choose from toll-free, local, mobile, and short code numbers to fit your business needs.
• Advanced call handling features: Use call forwarding, conference calling, voicemail, and SMS autoresponder to efficiently manage customer communications.
• Scalable cloud IVR and sms survey tools: Create multi-level IVR menus and conduct SMS surveys to gather customer feedback and streamline support processes.
• Global reach and compliance: Operate in over 65 countries with Plivo’s compliant phone services, ensuring secure, global communications that adhere to local regulations.

Pricing plans:

• Usage-based pricing: Transparent, pay-as-you-go model where businesses only pay for what they use.
• Volume discounts as you scale: Get additional discounts with committed usage as you scale. 

2. Grasshopper

Grasshopper is a virtual phone system ideal for small businesses and entrepreneurs looking to establish a professional presence with a toll-free number. Grasshopper offers a range of toll-free numbers — including popular prefixes such as 800, 888, 877, and more — and features designed to effectively manage business calls. Its user-friendly platform does not require additional hardware, making it a convenient and cost-effective choice for businesses.

Key features:

• Voicemail transcription: Converts voicemails into text, allowing users to quickly read and respond to messages.
• Unlimited call handling: Supports multiple simultaneous calls, reducing missed opportunities and improving customer service.
• Custom greetings and extensions: Allows businesses to create professional greetings and set up multiple extensions for better call management.
• Mobile and desktop apps: Provides flexibility to manage calls from anywhere using mobile and desktop applications.
• Call forwarding and routing: Automatically directs calls to the appropriate device or person, ensuring important calls are never missed.

Pricing plans:

• Solo: $29 per month (one phone number and three extensions)
• Partner: $49 per month (three phone numbers and six extensions)
• Small Business: $89 per month (five phone numbers and unlimited extensions)

3. 800.com

800.com specializes in toll-free numbers and is designed to provide businesses with an easy-to-use platform for managing customer communications. The service offers a wide range of toll-free numbers, including 800 and vanity numbers, which can be a powerful tool for branding and marketing. With a focus on ease of use and comprehensive customer service features, 800.com is ideal for businesses looking to enhance their professional presence.

Key features:

• Call tracking and analytics: Offers detailed reports on call data, helping businesses optimize their marketing and customer service efforts.
• Voicemail to email: Automatically sends voicemails to email, simplifying message management.
• Sequential call forwarding: Ensures calls are forwarded in a specific order, increasing the chances of answering every call promptly.
• API integration: Provides developers with tools to integrate toll-free number services into existing business systems and applications seamlessly.
• Vanity numbers: Offers memorable vanity numbers that help improve brand recognition and customer recall.

Pricing plans:

• Personal: $19 per month (1,000 minutes and one toll-free number)
• Unlimited: $49 per month (unlimited minutes and one toll-free number)
• Pro: $127 per month (5,000 minutes and five toll-free numbers)

4. RingCentral

RingCentral is a leading provider of cloud-based communication solutions, including toll-free number services. It offers a comprehensive suite of communication tools that integrate voice, messaging, video, and more into a single platform. RingCentral’s toll-free service is designed to help businesses of all sizes manage their communications effectively while maintaining a professional image.

Key features:

• Unified communication platform: Combines voice, messaging, and video services, allowing seamless integration and communication across multiple channels.
• Advanced call management: Offers features like auto-attendant, call forwarding, and call queue management to streamline customer interactions.
• Customizable toll-free numbers: Provides a variety of toll-free number options, including 800, 888, 877, and other prefixes, to suit different business needs.
• Mobile and desktop apps: Ensures that users can manage calls and communications from any device, anywhere.
• Robust analytics and reporting: Provides detailed call analytics to help businesses understand and improve their communication strategies.

Pricing plans:

• Essentials: $19.99 per user per month
• Standard: $27.99 per user per month
• Premium: $34.99 per user per month
• Ultimate: $49.99 per user per month

5. Ooma

Ooma provides a range of toll-free numbers and virtual phone system features that cater primarily to small and medium-sized businesses. Ooma is known for its straightforward pricing and easy-to-use platform, offering essential communication tools without complex setup or additional hardware. It’s a solid choice for businesses looking to quickly set up a toll-free number with minimal hassle.

Key features:

• Voicemail and call forwarding: Provides essential communication features such as voicemail, call forwarding, and call blocking.
• Music on hold: Keeps callers engaged while on hold, reducing abandonment rates.
• Digital fax: Supports sending and receiving faxes digitally, enhancing communication efficiency.
• Virtual receptionist: Automates call handling with customizable greetings and menu options.
• Multi-device support: Allows calls to be forwarded to multiple devices, ensuring flexibility and coverage.

Pricing plans:

• Essentials: $19.95 per user per month
• Pro: $24.95 per user per month
• Pro Plus: $29.95 per user per month

6. MightyCall

MightyCall offers a simple and affordable toll-free number service tailored for small businesses and startups. The platform is designed to provide an easy-to-use virtual phone system with features that help businesses manage their communications effectively. MightyCall focuses on providing a high-quality customer experience through its intuitive interface and comprehensive support.

Key features:

• Call recording: Allows businesses to record calls for quality assurance and training purposes.
• Voicemail to email: Sends voicemails directly to email, making it easy to access and respond to messages.
• Custom call routing: Provides flexible options to direct calls to the appropriate person or department.
• Softphone support: Enables making and receiving calls directly from a computer or mobile device.
• Call analytics: Offers insights into call data to help businesses optimize their communication strategies.

Pricing plans:

• Basic: $20 per user per month
• Standard: $40 per user per month
• Enterprise: Contact for pricing

7. Dialpad

Dialpad is a modern cloud-based communication platform that offers toll-free numbers as part of its unified communication solution. It’s designed for businesses looking to integrate voice, video, and messaging into a single platform, making managing all communications from one place easy. Dialpad’s AI-powered tools provide advanced features to enhance customer interactions and improve operational efficiency.

Key features:

• AI-powered call transcription: Uses artificial intelligence to transcribe calls in real-time, making it easier to keep records and follow up on conversations.
• Seamless integration: Integrates with Google Workspace, Microsoft 365,  Salesforce and more.
• Dynamic call routing: Automatically routes calls based on predefined rules to ensure efficient handling.
• VoIP calling: Provides high-quality Voice over IP calling with minimal latency and disruption.
• Advanced analytics: Offers deep insights into call data and performance to help businesses improve their communication strategies.

Pricing plans:

• Standard: $15 per user per month
• Pro: $25 per user per month
• Enterprise: Contact for pricing

8. Vonage

Vonage provides a range of toll-free number services and a suite of unified communication tools. It’s known for its flexibility and ability to support businesses of all sizes. Vonage’s platform integrates voice, messaging, and video services, making it a versatile choice for businesses looking to enhance their communication capabilities.

Key features:

• Unified communication services: Combines voice, messaging, and video into a single platform for seamless communication.
• Toll-free and local numbers: Offers a variety of toll-free and local number options to suit different business needs.
• Call monitoring and analytics: Provides tools to monitor call performance and gather insights for optimization.
• Integrations with CRM: Integrates with popular CRM platforms like Salesforce and Zoho for enhanced customer management.
• Flexible call handling: Supports features like call forwarding, voicemail, and call routing to ensure efficient communication.

Pricing plans:

• Mobile: $13.99 per month per line
• Premium: $20.99 per month per line 
• Advanced: $27.99 per month per line 

9. Nextiva

Nextiva offers a comprehensive suite of communication tools, including toll-free number services. The platform is designed to unify business communications, offering voice, messaging, video, and collaboration tools in a single interface. Nextiva’s toll-free numbers help businesses enhance their professional image and improve customer service.

Key features:

• Business phone numbers: Provides toll-free and local business phone numbers.
• Advanced call management: Includes features like auto-attendant, call routing, and call forwarding.
• Voicemail to email: Converts voicemails to emails, ensuring messages are accessible and easy to manage.
• CRM integration: Offers integration with popular CRM tools for better customer relationship management.
• Real-time analytics: Provides insights into call data, helping businesses optimize their communication strategies.

Pricing plans:

• Essential: $23.95 per user per month
• Professional: $27.95 per user per month
• Enterprise: $37.95 per user per month
• Ultimate: $67.95 per user per month

10. CallHippo

CallHippo is a modern virtual phone system that offers toll-free numbers and a range of features designed to improve business communication. The platform is known for its ease of use and quick setup, making it ideal for businesses looking to enhance their communication capabilities without a complex setup. CallHippo provides a range of integrations with other business tools.

Key features:

• Virtual phone numbers: Offers toll-free and local phone numbers for global presence.
• Call forwarding and routing: Provides advanced call forwarding and routing features to ensure calls are efficiently managed.
• Analytics and reporting: Offers detailed call analytics to help businesses understand and improve their communication strategies.
• Integrations: Seamlessly integrates with popular business tools like Slack, Zoho CRM, and HubSpot.
• Multi-device compatibility: Allows calls to be managed from multiple devices, ensuring flexibility and accessibility.

Pricing plans:

• Basic: $14 per user per month
• Bronze: $18 per user per month
• Silver: $30 per user per month
• Platinum: $45 per user per month

Criteria for choosing the best toll-free number service provider

When selecting a toll-free number service provider, consider the following factors.

• Pricing and flexibility: Look for a provider with pricing plans that fit your budget and offer flexibility for scaling up or down.
• Features and integrations: Consider the range of features offered, such as call forwarding, voicemail, analytics, and integration capabilities with other business tools.
• Ease of use: Ensure the platform is user-friendly and easy to set up without requiring extensive technical expertise or additional hardware.
• Customer support: Reliable and responsive customer support is crucial for resolving issues quickly and maintaining smooth operations.
• Global reach and quality: For businesses with international customers, choose a provider that offers global reach with minimal latency and high call quality.

Conclusion

Choosing the right toll-free number service provider comes down to finding one that’s reliable, easy to use, and packed with the features your business needs to thrive. 

Out of the best toll-free number service providers in the market, Plivo is the most reliable and powerful provider. 

With Plivo, you’re getting a platform that handles high volumes of calls with ease, thanks to our direct-to-carrier network that minimizes call delays and keeps your conversations crystal clear. No more dropped calls or frustrating delays—just seamless communication that keeps your customers happy.

Plus, setting up with Plivo is a breeze. Whether you’re a startup or a global enterprise, you can have your toll-free number up and running in minutes with our intuitive interface. And with a pay-as-you-go pricing model, you’re only paying for what you actually use—no hidden fees.

Plivo offers advanced features like intelligent call routing, real-time analytics, and comprehensive call monitoring, giving you the tools to communicate and connect with your customers. And with a 99.95% uptime guarantee and 24/7 support, you know you’re in good hands, no matter what.

Request a trial for Plivo.