WhatsApp Calling

TABLE OF CONTENTS

• What Is WhatsApp Calling?
• How to Enable WhatsApp Calling
• Country Availability
• WhatsApp Inbound Calls
• Setting Up WhatsApp Calling
• Setting Up WhatsApp Call Permissions
• Making and Receiving WhatsApp Calls
• Configure Staff User Calling Settings

Accessing WhatsApp Calling (Beta)

WhatsApp Calling is currently in beta and is not yet available to all users. To request access, please complete the beta access form:
https://api.leadconnectorhq.com/widget/form/xpGWoA9VnKVWRqr4oibs

WhatsApp Calling allows you to speak with your customers in real time, offering a more personal and immediate connection compared to text-only messaging. It is especially useful for resolving complex questions, closing deals faster, or providing high-touch support.

When WhatsApp Calling is available directly within your CRM, you no longer need to switch between multiple apps or devices. All voice and chat interactions are managed in one place.

With this integration, you can:

To activate WhatsApp Calling for your sub-account, click the provided activation link and complete the request form with the required details. Once submitted, WhatsApp Calling access will be enabled for your sub-account within 24 hours.

Requirements — Before using WhatsApp Calling, ensure the following:

✓  The WhatsApp number must be supported by Meta's WhatsApp Business API.
✓  WhatsApp Calling is NOT supported for Coexistence (WhatsApp App + API on the same number).
✓  The business must have a messaging limit of at least 2,000 business-initiated conversations in a rolling 24-hour period. More details on scaling your account capabilities.

WhatsApp Calling is available in most locations. However,  Business initiated calls (BIC) is currently not supported in the following countries:

If your business or customer is located in one of these countries, Business initiated calls (BIC)  will not be available at this time.

Inbound calls occur when a customer calls your business via WhatsApp. These calls will appear inside your CRM like any other notification. You can answer, decline, or let the call go to voicemail if configured.

How it works in CRM:

Step 1 Open WhatsApp and go to Settings.

Step 2 Select Calling from the menu.

Step 3 You will see a list of phone numbers currently showing as connected. Identify the number you want to set up for calling.

Step 4 Find the number you want to configure and click Manage.

Step 5 Assign a friendly name (e.g., Sales Team) for easy identification across your workspace.

Step 6 Under Ring WhatsApp Calls To, add the users who should receive inbound calls. Set a primary user to ring first, and add additional users as backup if needed.

Step 7 Enable Allow Voice Calls to activate WhatsApp Calling for this number. Turn on Allow People to Request Callback for Missed Calls so customers can request a return call if their call goes unanswered.

Step 8 Toggle Display Call Button so customers see a call option directly on your WhatsApp business profile.

Step 9 Set up Available Callers and Temporarily Unavailable Callers based on your team's schedule and availability.

? Tip: Keep your caller availability updated to ensure inbound calls are always routed to the right person and to reduce missed calls.

Important: WhatsApp requires explicit customer approval before calling can be enabled for a contact. Always confirm permission is active before initiating a call.

Step 1 Go to Settings > WhatsApp Templates.

Step 2 Create a new template requesting call permission from your customers.

Step 3 Under Call-to-Action Buttons, select WhatsApp Call Permissions. This adds a button to the template that customers can tap to grant you calling access.

Step 4 When customers receive this message, they tap the provided button to grant permission for a temporary or unlimited duration.

Step 5 You can also include a call button directly in templates and set the permission duration to 1, 7, 15, or 30 days depending on your use case.

Once customers grant permission, you are ready to handle calls.

Step 1 Go to Conversations > open any contact > tap WhatsApp as the messaging channel.

Step 2 Select the messaging template that requests call permission and send it to the customer.

Step 3 Once the customer grants permission, their status will update to "Call permissions active indefinitely" — or display the specific duration they selected.

Step 4 When making or receiving a call, you will see options to end the call and add dispositions to log the outcome.

Step 5 For inbound calls, customers can call you directly by tapping the call button on your WhatsApp business profile. The call will ring through to the users assigned in your calling settings.

? Tip: Always add a call disposition after each call to keep your team's records accurate and make follow-ups easier.

Step 1 Go to Settings > My Staff.

Step 2 Search for the assigned staff user and click Edit.

Step 3 Open the Calling & Voicemail tab.

Step 4 Set Default Channel for WhatsApp Calls to either Mobile App or Web App.

If you want to place a call to a WhatsApp user, your business must receive their permission first. The business has no control over this — permission can only be granted or revoked by the user, at any time.

There are three ways a customer can grant call permission:

When a customer approves a call permission request, they choose between two options:

The screenshots below show how the permission options appear to the customer on their WhatsApp app:

Allow Calls (Permanent)

Temporarily Allow Calls

You can request call permission from a customer by sending a permission request message. The customer can then choose to approve (temporary or permanent), decline, or simply not respond.

Important: Even if a customer approves permission, they can revoke it at any time. Conversely, if a customer declines, they can still choose to grant permission later — up until the request expires.

— Criteria for Sending Call Permission Request Messages

How template messages look to the customer:

Template with Header, Body & Footer

Template with Body Only

Free-Form Message with No Text Body

 Best practice: Always include a clear, specific reason for the call in your message body. For example: "We'd like to call you to confirm delivery of your order #ON-12345." This context significantly improves customer approval rates.

If your business repeatedly calls a customer and the calls go unanswered, WhatsApp takes automatic protective action:

Note: Only call customers when there is a clear, relevant reason. Repeated unanswered calls damage trust, trigger automatic warnings, and risk permanent permission revocation.

Expiry scenario screenshots:

Expires After 7 Days (User Responded)

Expires After 7 Days (No Response)

Previous Expires, New Request Received

Previous Expires, User Approves New Request

No webhook notification is sent when a temporary permission expires. To check the current permission status of a contact at any time, query the Get Current Call Permission State endpoint in the WhatsApp Business API.

WhatsApp Calling Pricing

WhatsApp Calling rates are charged per minute and vary by market. Rates listed below are in USD and apply to business-initiated calls. User-initiated (inbound) calls are free of charge.

How Calls Are Billed

Businesses are charged for calls based on:

Example: A 56-second call = 9.33 pulses → rounded up to 10 pulses.
Fractional pulses are always counted as one full pulse.

Call Rates by Market (USD per minute)

 User-Initiated Calling
Available in every location where Cloud API is available. No country restrictions apply.

 Business-Initiated Calling

Your business can call customers in most countries. However, calling is not available if your business phone number is registered in any of these countries:

Note: The country restriction applies to your business phone number. Your customers can be located in any country where WhatsApp is supported.