Customers call you on WhatsApp. Your team answers in the browser.
A call button appears in the customer’s chat. Calls ring the right people in your inbox, are logged on the contact, and can be returned with the customer’s permission.
Answer in the browser
A softphone in the web app rings your team. No desk phones and no separate calling tool.
Ring groups
Ring agents one at a time or together, with the chat’s own assignee first and a fallback when nobody answers.
Voicemail and missed-call replies
Take a message when nobody picks up and send a WhatsApp message back to the caller automatically.
Permission first
You ask before calling a customer. The chat shows whether you have permission and enforces Meta’s limits on asking.
Calls that belong in the same place as the chat
A call is part of the customer’s history. It rings in the inbox, shows who the caller is and lands on the contact timeline.
Incoming calls
Ring the right people, not everyone
Set up a ring group for each number: who rings, in what order and for how long. If the caller already has a chat with an assigned agent, that agent can ring alone before the group does. Calls outside your hours go to voicemail.
- Round robin or all at once, with a ring time from 10 to 120 seconds
- Escalate to another group when the first does not answer
- Call hours per number, with your time zone
- See the caller’s name on the ring card, and open their chat in one click
Outgoing calls
Ask first, then call back
WhatsApp only allows a business to call a customer who has said yes. Send a call permission request from the chat, and when the customer allows it, a call button becomes available to your agent. Your own systems can start a call through the API.
- The request goes as a message in the chat, or as a template outside the 24-hour window
- Permission has a limited life, and the platform tracks it for you
- Meta’s limits on how often you may ask are enforced
After the call
Never let a missed call vanish
When nobody answers, the caller can leave a voicemail of up to two minutes, and a message you wrote goes to their chat so they know you will follow up. Every call is logged with its duration and who took it, and your team can add a note.
- Voicemail inbox: listen, archive or assign it to a teammate
- A missed-call message in the customer’s chat
- Notes on the call, shown on the contact timeline
- On Pro, record calls after a spoken notice, with an optional transcript and short summary
Settings that fit how your team works
Calling is set per number, so the support line and the sales line can behave differently.
- Per-number control
- Switch customer calls on or off for each number, and decide separately whether agents may call customers.
- A call button in the chat
- Customers see a call icon in your WhatsApp profile. Agents get a call button in the inbox once permission exists.
- Transfer
- Hand a live call to another agent without the customer hanging up and calling again.
- Call log
- Every call with its status, duration and agent, filtered by number, outcome and date.
- Bring your own phone system
- Send calls to a SIP trunk if your team already runs a PBX or IVR, and keep the call log here.
- Recording with consent
- Recording starts only after a notice that the call may be recorded has played to the customer. If the notice fails, the call is not recorded.
- Click to call
- Start a call from your CRM or website through the REST API, once the customer has given permission.
- Analytics
- Count answered, missed and voicemail calls, and handling time, next to your chat metrics.
Turn calling on
- 1
Enable it on a number
In the calling settings, switch on customer calls for the number and set its call hours.
- 2
Create a ring group
Choose who rings, how they ring and what happens when nobody answers.
- 3
Answer from the inbox
Keep the web app open. An incoming call rings with the caller’s name and history.
Frequently asked questions
How do customers call me?
They tap the call icon in your WhatsApp chat or business profile. It is a normal WhatsApp voice call over the internet, so it costs the customer nothing beyond their data.
Can I call customers who have never called me?
Only with their permission. You send a call permission request in the chat, and the call button becomes available once the customer allows it. This is WhatsApp’s rule, and the platform enforces it.
Which numbers and countries can use calling?
Meta decides which numbers and countries are eligible, and the rules change. Ask us to check your number before you plan around calling.
What do calls cost?
Meta sets call pricing, as it does for messages. When you pay Meta directly we add no markup. Calling is included from the Growth plan, and call recording from the Pro plan.
Can I record calls?
On Pro and above, yes. A notice that the call may be recorded plays to the customer first, and recording starts only after it has finished. If the notice cannot be played, the call is not recorded.
See it working with your own number
Book a 20-minute walkthrough. We’ll connect your WhatsApp Business account with you and set up your first automation.