In a world where customers expect instant, seamless interaction, not just via text but through voice and video, businesses must evolve their engagement strategies. For SMBs in particular, the combination of chat + voice + video on the WhatsApp Business Platform, powered by smart AI, opens up a new frontier. At the heart of this is WhatsApp AI Agents, automation that understands, qualifies, engages, and upsells within the WhatsApp ecosystem.

 

Here’s how SMBs can integrate voice, video, and AI across support, sales, and upselling, and how you can leverage it via Interakt’s WhatsApp Sales CRM with embedded AI agents.

Awareness & Engagement – Meet the WhatsApp voice & video call era

At the top of the funnel, you want to build awareness and engage customers early. The WhatsApp Business Platform API already supports rich conversation flows, including interactive CTAs, product lists, and dynamic messages.

 Now, with voice & video call capabilities built into the platform (via the WhatsApp Business Calling API), you can offer real-time support or live demos directly inside the chat.

How to leverage:

 

  • In your welcome flow, use a “Schedule a live demo” CTA that triggers a voice or video call right in WhatsApp.

     

  • Use “Click to call” from a WhatsApp message to transition seamlessly from chat to voice.

     

  • For content formats: publish short videos or voice notes showing how your product works, sent via WhatsApp chat.

     

  • Internal link opportunity: link to your “Intro to WhatsApp video call integration” blog and your “Why WhatsApp conversational commerce matters for SMBs”.

     

At this awareness stage, you’re introducing the concept: “Yes, WhatsApp can do more than chat: you can talk, see, buy.” And importantly, you’re layering in WhatsApp AI Agents as the automation engine that powers these journeys.

Consideration & Conversion – Use WhatsApp AI Agents for sales qualification and support

 

Once awareness is generated, the middle of the funnel is about helping your prospect consider and decide. This is where WhatsApp conversational commerce, voice/video, automation, and your WhatsApp Sales CRM come together.

 

Key use-cases:

 

  • Deploy a WhatsApp AI Agent to qualify leads: ask budget, timeline, needs, automatically tag, and hand over to a human when needed. (See lead qualification use-case)

     

  • Use a voice or video call placed by an agent when the lead indicates “I want to talk to someone” – i.e., escalate from chat to human voice/video.

     

  • Upsell or cross-sell: your AI Agent can analyse chat history and suggest upgrades, bundled deals, or accessories in chat.

     

  • Support: When a customer is browsing or has a question, the AI Agent can offer a live video call to walk them through complex features or onboarding.

     

Comparison table suggestion:

 

Channel

Traditional Chat Only

Chat + Voice/Video + AI Agent

User engagement

Text only

Chat, voice, video; richer media

Lead qualification

Manual or scripted bot

AI Agent understands context, routes intelligently

Upselling

Relies on human prompts

AI Agent surfaces suggestions in real-time, uses voice/video for deeper impact

Support resolution speed

May require back-and-forth

Instant qualification + option for call reduces friction

CRM integration

Separate systems

Unified in WhatsApp Sales CRM with voice/video logs

 

Read more to learn how to leverage AI-powered lead qualification on WhatsApp for SMBs.

Decision & Retention – Voice/Video + AI Agents for upselling and customer success

At the bottom of the funnel and beyond, it’s all about closing deals, increasing lifetime value, and driving retention. Here’s where you highlight how WhatsApp AI Agents + voice/video chats turn into powerful revenue drivers.

 

Use-cases:

 

  • After purchase, the WhatsApp AI Agent sends a video walkthrough of how to use the product, and offers “Book a 10-minute live voice/video session” if they have questions.

     

  • When a customer reaches a usage milestone, the AI Agent via chat triggers: “Upgrade to premium plan?” and offers a live call to walk through premium features.

     

  • Use video-based upsell: “Here’s what you could be doing with the advanced bundle” — send via WhatsApp video message.

     

  • For support escalations, AI Agent handles first triage; if the issue is complex, it jumps to a video call with a human agent inside a WhatsApp thread for smoother resolution.

     

Trends to highlight:

 

 

With Interakt’s platform, SMBs don’t need to build from scratch: plug-and-play WhatsApp Sales CRM + AI Agent workflows + voice/video integrations make it accessible.

Steps to integrate voice, video and AI on WhatsApp

Here’s a high-level how-to for SMBs, mapped into your funnel and tech stack (with your internal links to more detailed guides).

 

  1. Choose your technology stack: get access to the WhatsApp Business Platform API, enable the Calling API (voice & video), and deploy AI Agent workflows.

     

  2. Define your customer journey map: awareness → qualification (chat) → voice/video demo → purchase → onboarding → upsell.

     

  3. Build your WhatsApp AI Agent workflows:

     

    • Design chat flows for FAQ, lead qualification, and product recommendation.

       

    • Add branching logic: when the lead wants live talk → trigger voice/video call.

       

    • Integrate your WhatsApp Sales CRM (Interakt) so all chat, voice/video interactions sync to the contact card, pipeline stage, tag, and custom fields.

       

  4. Create content formats: interactive CTAs in messages, product carousels, video demos, voice-note intros. Use multi-media to increase engagement.

     

  5. Upsell strategy: Use AI Agent to monitor usage or purchase behaviour → send video/voice upsell offers inside WhatsApp.

     

  6. Analyze metrics: response time, conversion rate, call minutes, auto vs human handover, upsell rate. Use your CRM reporting.

     

  7. Optimize continually: Use AI Agent learning, tweak call-to-action messages, and adjust when to escalate to voice/video.

Why Interakt’s WhatsApp Sales CRM & AI Agents are uniquely positioned

You want to subtly highlight your offering throughout.

  • With Interakt, you get a WhatsApp-first CRM built for small and midsize businesses — centralising chats, voice/video calls, campaigns, workflows.

     

  • The WhatsApp AI Agents offered via Interakt are ready-to-deploy: FAQ bots, lead qualification bots, and recommendation bots.

     

  • Voice & video integration: Because WhatsApp now supports the Calling API, Interakt enables you to incorporate live voice/video within the same WhatsApp thread — driving more natural, higher-value interactions.

     

  • All stages of your funnel (TOFU → MOFU → BOFU) are covered: from awareness to conversion to retention.

     

In a market where customer expectations keep rising, for immediacy, personal interaction, and seamless experience, adding voice and video to the mix is no longer a luxury: it’s a competitive necessity. The combination of chat + voice + video on WhatsApp, powered by intelligent automation in the form of WhatsApp AI Agents, allows SMBs to engage more deeply, qualify leads faster, close with higher impact, and nurture customers for upsell and retention.

 

If you’re ready to elevate your customer engagement strategy, streamline your sales and support via WhatsApp, and unlock full-funnel value, it’s time to try Interakt. Explore how Interakt’s WhatsApp Sales CRM and built-in AI Agents make this advanced journey accessible for your business.

 

Ready to get started? Try Interakt now and transform your WhatsApp conversations into revenue.