Introduction
Meta has enabled voice call features within the WhatsApp Business Platform (WhatsApp API), allowing businesses to communicate more directly with their customers.
These options can be managed from Settings - Channels - WhatsApp - Manage - Useful Links - Analytics.
To access calling controls in WhatsApp Manager:
- Click on Account tools > Phone numbers panel
- Click the gear icon next to the phone number you are using for calling
- Click the Calls tab
Available features
- Allow voice calls
Enables the ability to make, receive, and request calls with users who message your WhatsApp number.
Once activated, your business will be able to respond to both messages and calls from the API or the linked app.
- Allow people to request a callback for missed calls
If you do not answer an incoming call, the customer can request a callback.
This ensures that no contact opportunities are lost.
Useful for businesses with high call demand or limited availability.
- Display call buttons
Activates the call button directly from WhatsApp messages.
Even if it is disabled, the customer can still call if the message contains a manually shared call button.
- Available call hours
Allows you to define a service schedule to receive calls.
Outside of this schedule, calls will not be received.
Recommended for businesses that do not offer 24/7 service.
- Temporarily unavailable call hours
Sets specific schedules (e.g., holidays, special events) where calls cannot be received.
Complements the regular call schedule.
Call usage flow via API
- Customer initiates a chat or call from WhatsApp.
- The business's server (API) receives the incoming call notification.
Depending on the configuration:
- If it's within the schedule → The call is transferred.
- If it's outside the schedule → The call is rejected or the callback option is offered.
- Callback: The customer can ask the business to call them back.
- Logging: All calls (made, missed, requested) are logged in the API system.
Use cases
- Technical support: Direct attention and faster resolution than via text.
- Sales: Immediate contact to close commercial opportunities.
- Scheduling: Appointment or reservation confirmations.
- Customer service during defined hours: Businesses that only provide service during business hours.
Important considerations
To use this functionality, the business must have the WhatsApp Business API configured and approved in Meta.
The management of schedules and availability is done from the Business Manager.
The use of calls may incur additional costs.
Official resources
Note: The availability and functionality of voice calls in the WhatsApp API may vary by region, Meta's policies, and your account's usage plan. Before implementing these features, verify the technical requirements, associated costs, and compliance conditions in the official Meta Developers documentation.
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