WhatsApp Business Calling API

WhatsApp Calls allows your business to make and receive voice calls with customers directly through the respond.io platform. Agents handle inbound and outbound calls from the Inbox, transfer active calls to teammates, and view call records as Contact events.

Before you begin

WhatsApp Business Calling API is currently in Beta.

User-initiated calls: Supported globally for numbers in all regions where Meta's Business Messaging operates and WhatsApp Calls are supported on mobile. These calls can be received in the respond.io Inbox free of Meta fees.

Business-initiated calls: Supported in all countries except numbers from U.S., Nigeria, Canada, Vietnam, and Turkey.

Not supported: Numbers from sanctioned regions (North Korea, Syria, Crimea, Donetsk, and Luhansk).

Limited reliability: In some regions — United Arab Emirates (UAE), Saudi Arabia, Qatar, and Egypt — call reliability may vary due to local government restrictions. Calls may intermittently fail or not connect.

Access and availability may change once the Beta period ends.

Eligibility: Your WhatsApp Business number must have a messaging limit of at least 2,000 business-initiated conversations in a rolling 24-hour period to enable WhatsApp Calls. Learn more about WhatsApp messaging limits.

Balance requirement: A minimum balance of $10 is required to make or receive WhatsApp calls.

Enable WhatsApp Calls

1. Navigate to Workspace Settings and click Channels.

2. Select the WhatsApp Channel to enable calls for and click Manage.

3. Navigate to WhatsApp Calls in the left sidebar and turn on WhatsApp Calls.

Once enabled, an option appears to allow or disallow Contacts from calling your business. If turned off, Contacts cannot call you, but your agents can still call them.

Receiving WhatsApp Calls

Incoming calls appear in two places: the Inbox sidebar and directly within the active conversation with the Contact who is calling. Accept or decline calls from either location.

• The Inbox sidebar

• Directly within the conversation with the calling Contact

While on a call, new incoming calls trigger notifications but cannot be accepted until the current call ends.

When a call is answered and call recording is enabled, a record button appears on screen.

Missed calls

Missed calls are marked as Contact events so agents can follow up later.

Call transfers

Agents can transfer active calls to other available teammates within the Workspace.

1. Click the Call Transfer icon on the call card.

2. Select the agent to transfer the call to.

3. (Optional) Add a note to provide context before transferring.

Notes:

• Agents with restricted call capabilities do not appear in the transfer list.

• Agents already on a call cannot receive a transfer — the initiating agent sees a notification if the transfer fails.

• If the receiving agent does not answer within 30 seconds, the call automatically reverts to the initiating agent.

Improving call pickup rates

Frequent missed calls outside business hours create a poor experience for Contacts. Set your business hours in Meta Business Suite to reduce missed calls and improve pickup rates.

1. Go to Meta Business Suite.

2. Navigate to WhatsApp Settings > Business Profile.

3. Set your Business Hours.

Calls received outside configured hours are auto-rejected by Meta and do not count against your pickup rate.

Making a WhatsApp call

A Contact's permission is required before making an outbound call. When approving a request, Contacts choose between temporary permission (valid for 7 days) or permanent permission. If a request goes unanswered, it expires after 7 days.

Contacts can revoke permanent permission at any time. If revoked, request permission again before making another call.

Request permission to call

Conditions for sending permission requests:
- Open conversation window: Send requests only during an open conversation window — meaning the Contact has recent chat history.
- Request limits: One request per 24 hours, maximum two requests in 7 days.
- If a message template was used to open the conversation, wait for a reply from the Contact before sending a permission request.

Go to the conversation with the Contact to call.

1. Click the phone icon in the message composer and click Request permission to call.

The Contact receives a notification asking for consent.
- If approved with permanent permission, calls are available immediately and indefinitely, unless the Contact revokes it.
- If approved with temporary permission, calls are available for 7 days. After expiry, send a new permission request.
- If declined, send another permission request after 24 hours.
- If no response, the request expires after 7 days of delivery.

Call the contact

Once a Contact grants permission, calls can be made anytime — even after a missed call — as long as permission has not been revoked. Businesses may make up to 5 call attempts in the first 24 hours after permission is granted without being limited by a 7-day window.

1. Click the phone icon in the conversation actions bar.

   

2. Select the phone number to call from the dropdown and click to initiate the call.

   

3. During the call, a Contact card with a call timer appears on the left. To end the call, click End.

   

Pricing

WhatsApp does not offer free business-initiated calling on the Business API. For detailed information on rates and countries, review Meta's official pricing documentation.

WhatsApp Calls are charged based on call type and the country code of the user.

Inbound calls (user-initiated):

• Starting May 1, 2025, calls initiated by the user to the business are free.

Outbound calls (business-initiated):

• Charges apply for calls initiated by the business, which require user permission beforehand.

Pricing details:

• Rates are time-based and calculated per minute.

• Prices vary by country.

• Invoices reflect exact usage.

WhatsApp call recordings are billed to respond.io. You are not charged for call recordings on your account.

Review the country-specific rate card for a full breakdown.

What's next?

• Manage your Workspace Call Settings