Call initiated by business

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How does WhatsApp Business voice call work?
WhatsApp Business Calling API allows users to communicate with a brand on WhatsApp by simply pressing the call button. Select an option that will be sent to the company as part of the WhatsApp message. As part of the Voice Calling API, organizations can enable the IVR menu. This is used by customers to select their preferred option using the numeric keypad displayed in WhatsApp.

Some of our beta customers route find your mobile number database incoming calls using the cloud contact center and interaction. This allows them to conduct conversations or voice calls in WhatsApp. API calls can be added to other VoIPs. For example, WebRTC and SIP, so connecting WhatsApp calls to PSTN networks is not an option.

It is noteworthy that the factors use variants; the region may vary to enable or disable the availability of the calling option.

As recommended by Meta, business-to-person calling is now available. To make a call, a business must have permission from the customer to send them specific WhatsApp calling requests. The request can only be sent from an open, existing interaction on a promotion, utility, verification service, or free entry point.

The maximum number of calls that can be requested from the company is 1 request per 24 hours and 2 requests per 7 days. When permission is granted by customers, the company can call the user within 72 hours of the permission request being submitted.

Frequently asked questions
Q1: What is WhatsApp Business Voice Call API?
A WhatsApp Business Voice API is an important Meta feature that allows organizations to make and receive calls using the WhatsApp Business API.

Q2: Should a brand get permission to call customers on WhatsApp?
A . Required, the business must obtain permission from the user. Permission to call can only be granted if there is an existing marketing, utility, verification or free entry point interaction.

Q3: Is it possible to transfer multimedia files during voice calls?
A . Yes, of course. When you are on the phone with a company, the customer and agent can exchange media files during the call without leaving the application.

Q4: When will WhatsApp Calling API be publicly available?
A . Meta aims to make the WhatsApp Business API voice call generally available next year. So data sharing can happen based on how the beta works.

Q5. Is it possible to record WhatsApp calls?
A . In some industries, such as finance and banking, a standard method is used to record certain calls for compliance purposes. The features are not initially offered by the WhatsApp Business Calling API supported by our communications. Therefore, customers will be allowed to record calls.

Q6: Are video calls available through the Call API?
A . Video calls are not yet available in the beta version.