# WhatsApp Business Calling Incorporating the **WhatsApp Business Calling** capability into your communication strategy allows agents to efficiently manage both inbound and outbound calls directly through this popular platform. This integration offers a seamless and cost-effective solution for engaging with customers, enhancing their experience by connecting on a platform they already use and trust. By utilizing WhatsApp Business Calling, you can significantly improve customer interactions while reducing communication expenses, particularly for international calls. Check the video below to learn more. --- ## Configure WhatsApp Business Calling To enable WhatsApp Business Calling in Conversations, complete the following steps: 1. [**Obtain a WhatsApp number**](https://www.infobip.com/docs/whatsapp/get-started/embedded-signup) - Ensure the number supports call functionality. 2. **Configure the route** - To separate agents handling calls from those handling messages, create a route with the **channel type** set to **WhatsApp** and the **Communication** field set to **Calls**. If you would rather have both under the same route and queue, simply set the channel type to WhatsApp without specifying the Communication field. 3. **Add the route to a queue** - This determines where incoming WhatsApp calls are directed. 4. **Complete standard setup** - Configure queue settings such as agent assignment, waiting strategy, working hours, and other relevant features. It is recommended to **set up a waiting strategy**. Without a waiting strategy, inbound WhatsApp Business Calling may be answered silently, with the caller hearing no audio (not even ringing tones). This can create confusion or lead the user to believe the call has failed. We strongly recommend always configuring a waiting strategy for inbound WhatsApp Business Calling to ensure a clear and consistent caller experience. For guidance, refer to the [Waiting strategy](https://www.infobip.com/docs/conversations/conversations-setup/service-quality#waiting-strategy) section. --- ## WhatsApp business call permission and contact policy Note Use the [Create WhatsApp Template](https://www.infobip.com/docs/api/channels/whatsapp/whatsapp-service-management/create-whatsapp-template) API endpoint to create a `callPermissionRequest` template. Make sure the template includes the required `callPermissionRequest` element. To ensure respectful and controlled communication between businesses and users, here is how permission requests and calls are handled: - **Permission requests** - A business can send 1 request every 24 hours and up to 2 requests in 7 days. The limit **resets** every time a connected call takes place, whether it is initiated by the business or the user. - **After permission is granted** - Once a user gives permission, the business can make up to 5 connected calls within a 24-hour period, for the next 7 days. After that, a new permission request is needed. Note that the **customer can change their response at any time**. - **Unanswered calls** - If 2 calls go unanswered, the user receives a prompt to review their permission. If 4 calls go unanswered, the permission is automatically revoked. Note Automatic callbacks will always fall back to **manual** for WhatsApp calls. --- ## Start a new WhatsApp business call To start a new WhatsApp business call, select the plus (**+**) button inside the My Work panel and specify the following: 1. Conversation topic (optional). 2. In the **From** field, select one of the available WhatsApp numbers. 3. In the **To** field, specify the contact you want to call. You can either select an existing contact from the drop-down menu or add a new number. 4. In the **Communication type**, select **Call**. Before placing the call, you must send a message template to request the customer's consent, unless prior consent has already been obtained. If the customer agrees, you have a limited window to initiate the call, as outlined above. 5. Use the search bar to find and select a **call request template** by name, content, or tag. 6. After selecting the template, you can adjust additional details such as forms, tags, priority, status, queue, and more. A message preview will also appear. 7. When everything looks correct, select **Start Conversation** to send the business call request. Note If a call request has already been made, you will see a warning when trying to create a new conversation. Additionally, if a conversation with the customer already exists, you will see a note with a link to open the existing conversation and continue from there. ### What happens after sending the WhatsApp call request [#what-happens-after-sending-the-whatsapp-call-request-start-a-new-whatsapp-business-call] The customer receives a message and can reply **Yes** or **No** to accept or decline the call. They can change their response at any time. The **Request a call** button becomes disabled once a request is sent or when the limit for making another request has been reached. If the customer agrees, the call must be placed **within 7 days**. ### Customer's response after sending the WhatsApp call request [#customers-response-after-sending-the-whatsapp-call-request-start-a-new-whatsapp-business-call] After sending the call request, you will see the customer's response when they reply. If the reply is **Yes**, the **Call** button becomes available, allowing you to place the call. If the reply is **No**, and only **one request** has been sent so far, you can send another request **after 24 hours**. Once **two requests** have been sent within 7 days, you will need to wait until the **7-day limit resets** before sending another. --- ## Inbound and outbound WhatsApp calls WhatsApp calls in Conversations can be **inbound** or **outbound**. When a call is routed to you, you will hear a ringing sound and see an incoming call pop-up window. The pop-up window allows you to **answer** or **decline** the call. It also provides key information that may be the first insight you have about the customer before answering. This includes: - Inbound or outbound call type - Channel the call is coming from (WhatsApp) - The customer's full name and phone number - The assigned queue Additionally, you can **copy the phone number** with one click and use it as needed, for example, pasting it into notes, sharing it with a colleague, or entering it into a third-party CRM for record-keeping. Refer to the video tutorials below to learn more about inbound and outbound WhatsApp calls. --- ## Interactive WhatsApp call button The **interactive WhatsApp call button** enables you to create a message that allows customers to initiate a voice call directly from the chat. With a single tap, the conversation can shift from messaging to voice, without requiring customers to leave the WhatsApp app. This option is available **only** for conversations within the **open 24-hour messaging window**. Note To use the feature, you need a WhatsApp sender supporting both **chat and calls**. To create an interactive call message within an existing WhatsApp chat: 1. Select the **Create WhatsApp message with call button** icon. 2. In the pop-up, enter the message text and the call button label that will be shown to the customer. 3. Select **Create message**. 4. The interactive message box appears in the message area, where you can **edit** or **delete** it if needed. 5. Once you confirm the content is correct, select **Send**. 6. The interactive call message will appear in the chat thread. When the calling icon is shown in the WhatsApp chat user interface, the user can initiate the call. Read more about the [calling icon in the chat interface](https://www.infobip.com/docs/whatsapp/whatsapp-business-calling/user-initiated-calling#calling-icon-in-the-chat-interface-how-to-initiate-a-call). 7. When the customer taps the **call button**, a call pop-up appears and you can take the call directly. For more details about the WhatsApp channel, see our [WhatsApp product documentation](https://www.infobip.com/docs/whatsapp). ---