WhatsApp calls
Your agent answers and places voice calls over WhatsApp, inside the same chat: when you can call, how to ask for permission and what it costs.
Beyond writing, your WhatsApp number can talk: the person taps the call icon inside the chat and your AI agent answers, with the same voice and script it uses on the phone. And from the inbox, your team can place the call: the same agent answers it, not the person on your team.
What you need to turn them on
- A connected, active number
The same one you already chat with. In WhatsApp → Calls tab, turn on that number's switch. The tab only shows up if your account has WhatsApp calls, and a number connected With your phone cannot take them from the platform: there it says Not available with your phone.
- An assigned agent
Without an agent nobody answers, so the switch stays greyed out until you assign one.
- No transfer to a phone
WhatsApp does not allow moving one of its calls to the phone network. If your agent transfers to a phone, remove that action or assign a different agent.
When you can call someone
Unlike the phone, over WhatsApp you cannot call just anyone: the person must have allowed it. There are two ways that happens:
- They called you first. Permission is granted automatically, and lasts a week.
- You sent a request and they accepted. You send it from their conversation, in the inbox.
Calling from the inbox
- Open the conversation
At the top, next to who is handling it, you will see Call with the agent if the person already allowed it. Your agent answers the call, with its voice and its script: nobody speaks through the browser, so it will not ask for microphone permission.
- If they have not yet
You get Ask for call permission instead. Write why you want to call: that is the only thing they read before deciding, so a specific sentence works far better than a generic one.
- If you cannot
We tell you why. "Calls not allowed" and "we could not check the permission" are different things: the first is solved by asking for permission, the second by retrying in a while.
Call campaigns
When you create a campaign you pick the channel: Phone, WhatsApp: text (templates) or WhatsApp: voice (calls). The voice one only calls contacts who already allowed it; it leaves the rest uncalled and tells you why, instead of burning attempts WhatsApp would reject.
When the call ends
If they actually talked, the conversation is closed — no matter who hung up. It leaves the inbox, so your team only sees what still needs attention instead of a pile of old threads. If the person writes again, a new conversation opens and the agent replies there.
It won't close on its own in three cases, because in all three something is still open: if a teammate is handling it, if the person wrote something nobody answered (even if they wrote it during the call), or if a flow is running.
What it costs
- Calls the person starts have no WhatsApp cost.
- Calls your agent starts are billed by WhatsApp directly to your account, by talk time. In the platform you see an estimate next to each call.
- Your plan minutes are used the same as on a phone call, because the same agent answers it.