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A customer taps the call button in your WhatsApp chat, and your agent picks up — the same agent, with the same voice, knowledge and tools, that answers your phone line and your website. No phone number to rent, and nothing for the customer to install: they are already in the chat.

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Turning it on

  1. On Connect WABA, press Calls on the number.
  2. Switch on WhatsApp calls and save.
That is all. Switching it on also turns on Answer calls for the agent on that number, and gives it a voice if it had none. Its WhatsApp row on the Voice page shows On — it follows this switch, and every agent has it on by default.
The WhatsApp calls switch is the one that decides. While it is off, this number answers no calls — even if the same setting is on in Meta’s WhatsApp Manager. Switching it off turns the agent’s WhatsApp row off too, and leaves the website and phone as they are.

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The settings

The settings are read from WhatsApp each time you open them, so a change made in Meta’s WhatsApp Manager shows up here too. Call hours are edited one range a day here. WhatsApp allows two a day; a second range set in WhatsApp Manager is kept as it is unless you edit that day.

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Who can use it

WhatsApp only enables calling for businesses with a daily messaging limit of at least 2,000 people. Every new business starts lower, and Meta raises it as you send messages people engage with, and once your display name is approved. If your business isn’t there yet, the Calls window says so over its settings and holds the Save button until it is. While WhatsApp calls is off, the other settings in the window are greyed out.

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What it costs

A WhatsApp call is billed at your voice per-minute rate — the same as a phone call — for the time your agent is on it, rounded up to the next whole minute. Calls your customers make to you cost nothing from Meta.

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Not here yet

  • Your agent calling customers on WhatsApp. Coming next: callbacks, “ring the customer now”, voice campaigns and the call API will be able to use WhatsApp, for customers who have allowed calls from your business.
  • Video calls.
If a call doesn’t connect, the reason is shown in WhatsApp’s words with what it means — see WhatsApp error codes.