WhatsApp calls in the inbox

WhatsApp voice calls are coming soon: this article applies once they open. See WhatsApp. WhatsApp voice calls are handled in the browser, inside the inbox. Use a headset for the best sound.

Before you start

• A WhatsApp Business number connected (see WhatsApp).
• Calling switched on for that number (below). The Call button appears only on numbers where Meta has calling switched on.
• The inbox task Reply to answer or make calls.
• A browser that may use your microphone.

Switch calling on (Owner or Admin)

1. Go to Accounts and find the WhatsApp number's card.
2. Press Calling settings. The Calling section loads.
3. Turn on Voice calling (Customers can call this number from WhatsApp and agents can call them from the inbox.).
4. Optionally turn on Customers who call you may be called back — an inbound call grants a short-lived permission to call the customer back.
5. You see Calling settings saved. WhatsApp rejected the change means Meta refused it for this number.

Answer an incoming call

1. Keep the inbox open in a tab. Calls ring only while an inbox tab is open.
2. A panel appears: Incoming WhatsApp call, Ringing on all agents' screens, with a countdown. If the browser blocked the ringtone, press Enable sound.
3. Press Answer (or Enter) or Decline (or Esc). The first agent to answer takes the call; others see Answered by another agent.

Who hears a call follows the same rules as who can open the conversation. A call to a number that is one agent's own mailbox rings for that agent, and for Owners, Admins and anyone allowed to see every mailbox. A call from a customer whose conversation another agent has claimed rings for that agent (and those who see every mailbox). The call history and Conversation details follow the same rules.

4. During the call: Mute / Unmute, Open conversation, and Hang up. The panel shows the connection quality.

Call a customer

1. Open the customer's WhatsApp conversation and press Call in the thread header.
2. If the customer has already allowed calls, the call starts (Starting call…, Calling…, In call).
3. If not, a Calling permission box explains the status, e.g. The customer has not allowed calls yet. Press Request permission. The customer gets a prompt inside WhatsApp, in the language of their messages (or, if that is not known, the language you use the app in); you can call once they accept. Meta allows 1 request per 24 hours and 2 per 7 days (Request limit reached. Try again later.).
4. With permission, Call now starts the call.

Call history

For WhatsApp conversations, Conversation details has a Calls section with each call's direction (Incoming / Outgoing) and outcome: Completed, Missed, Declined, Cancelled, Failed, and so on.

If something goes wrong

• Microphone access was denied. → allow the microphone for this site in the browser.
• Your browser blocks the ringtone until you click once. → press Enable sound or click anywhere on the page.
• WhatsApp refused the call or Could not start the call → check the customer's calling permission and that calling is still on for the number.
• This WhatsApp number is disconnected. Reconnect it on Accounts (Reconnect on its card), then try again. → go to Accounts, press Reconnect on the number's card, then call again.
• WhatsApp did not accept this. Try again in a moment; if it keeps happening, check the number on Accounts. → wait a minute and try again; if it repeats, check the number's card on Accounts.
• Finish the current call first. → one call at a time.

Related

• WhatsApp Business
• Replying on each channel