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WhatsApp Business Calling API

Joshua Lim Updated by Joshua Lim

WhatsApp Calls is now in Open Beta! It’s currently supported for organizations in Mexico, Brazil, India, and Indonesia.

WhatsApp Calls allows your business to make and receive voice calls with customers directly through the respond.io platform.

Enable WhatsApp Calls

Before you can use WhatsApp Calls, you need to enable it in your Workspace Settings.

  1. In your Workspace Settings, navigate to Channels.
  2. Select the WhatsApp Channel you want to enable WhatsApp calls for and click Manage.
  3. Navigate to WhatsApp Calls in the left sidebar, and turn on WhatsApp Calls.
Once enabled, you will also have the option of allowing or not allowing your Contacts to call you. If turned off, your Contacts can’t call you, but you can still call them.

Receiving calls

A minimum balance of $10 is required to receive WhatsApp calls. Learn more.

You will receive calls from 2 places, the Inbox sidebar and directly within a conversation with the Contact who’s calling. You can accept and decline calls in these 2 places as needed.

  • The Inbox sidebar
  • Directly within the conversation with the Contact who’s calling
While on a call, you’ll still be notified of new incoming calls but can’t accept them until the current call ends.

Missed calls

Missed calls will be marked as Contact events, so you can follow up later.

Make a call

A minimum balance of $10 is required to make WhatsApp calls. Learn more.

First, you need a Contact’s permission to make a call. Once permission is granted, you can then call within a specific time window.

How to request permission to call

Conditions for sending permission requests:
- Open conversation window: Permission requests can only be during an open conversation window, meaning there’s a recent chat history with the Contact.
- Request limits: You can send one request per 24 hours, with a maximum of two requests in 7 days.

Go to the conversation with the Contact you wish to call.

  1. Click the phone icon in the message composer > click the Request permission to call button.
The Contact will receive a notification asking for their consent. The Contact can either approve or decline the request.
- If they approve, you’ll be able to call them immediately or within 72 hours.
- If they decline, you’ll need to send another permission request again after 24 hours to call them.

Call the Contact

Once the Contact accepts the permission request, you may proceed to call the Contact.

  1. Click the phone icon in the message composer.
  2. You’ll see now that the Call button is enabled. Click the Call button to initiate the call.
  3. During your call, there will be a Contact card with a call timer on the left. To end the call, click the End button.

Pricing for WhatsApp Calls

Meta has not yet finalized the pricing for WhatsApp Business API Calling. We’ll keep you updated as soon as more details are available.
WhatsApp does not offer free calls on the Business API.

WhatsApp Calls on the Business API are charged based on the type of call and the country code of the user. Here’s a quick overview:

Inbound Calls (User-Initiated)

  • Charges apply for calls initiated by the user to the business.

Outbound Calls (Business-Initiated)

  • Charges apply for calls initiated by the business, which require user permission beforehand.

Pricing Details

  • Rates are time-based and calculated per minute.
  • Prices vary depending on the country of the user calling or being called.
  • Calls are billed according to WhatsApp’s pricing structure, and invoices will reflect the exact usage.
Ensure you review the country-specific rates to understand your costs better.

FAQs and Troubleshooting

Is WhatsApp Business API Calling free?

No, WhatsApp Calls are not free. Pricing varies depending on the country and whether the call is inbound (user-initiated) or outbound (business-initiated). Rates are charged per minute, with details based on the user’s country code.

Can multiple agents pick up the same call?

Only one agent can answer a call at a time. WhatsApp Business API calling does not support conference calling, so the call will connect to the first agent who answers.

Does a user-initiated call open a customer service window?

Yes, a 24-hour customer service window starts or refreshes when a user messages, calls, or accepts a call from your business. During this window, you can send non-template messages.

Can I record my calls?

No, the WhatsApp Business Calling API does not support call recording.

Why can't I send permission requests?

Meta has implemented this limit to help prevent spam and scam calls, ensuring a safer experience for everyone.

Why is my WhatsApp Call permission request failing?

The error occurs because a call permission request requires an open conversation window.

Solution:

1. User-Initiated Conversation: Send a regular message before the call permission request.

2. Business-Initiated Conversation: Send a template message first, then the call permission request.

Note: Always ensure a message is sent before the call permission request to avoid this error.

Why is a minimum balance required to make or receive calls?

  • Calls can run smoothly: This prevents calls from dropping suddenly because of low funds.
  • Fair billing: Avoids issues like negative balances or billing errors during calls.
  • Account management: Helps you manage your account balance proactively to avoid disruptions.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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