The Dialer supports WhatsApp Business Calling through the official WhatsApp Business Cloud API, enabling agents to make and receive WhatsApp calls directly from the Dialer without needing to switch between applications.

With this integration, your team can manage both voice calls and chat conversations from a single interface, streamlining communication and improving efficiency. All WhatsApp calls - both inbound and outbound - are logged, recorded, and analyzed in the same way as your standard voice traffic.

By centralizing communication on a single platform, you provide customers with a faster, more personalized, and more trusted experience. All calls are handled over WhatsApp’s secure VoIP network, ensuring reliability and data protection.

Incoming Calls

How does it work?

Customers can call your business directly on WhatsApp using the call icon available on your business profile or in a chat.
When the customer taps the call button, the incoming call is received inside the Dialer via the WhatsApp Business Calling API and routed to an available agent through one of your IVR flows - just like a standard inbound call.

What You Should Know (Incoming Calls)

• Inbound WhatsApp calls are free for your business. There is no per-minute charge from Meta
• Since the customer initiates the call, no prior consent is required
• Once the call ends, WhatsApp automatically opens a 24-hour service window, allowing your team to continue messaging the customer freely (no message templates required)
• The Dialer logs all inbound WhatsApp calls in your call history and analytics, making it easy to track every customer interaction

Outgoing Calls

How does it work?

Your agents can initiate calls to customers directly through Click2Call in the Dialer. The system uses the WhatsApp Business Calling API to securely place the call.

Before making an outbound call, the customer must provide permission, ensuring compliance with WhatsApp’s communication policies.

The Permission Flow:

1. The agent sends a short WhatsApp message using an event template, or campaign rules automatically trigger a request-call message asking for customer consent.
2. Once the customer replies or grants permission, the Click2Call button for that contact becomes available in the Dialer inbox.
3. The outbound call must be placed within the defined time window (for example, within 72 hours after consent).

What you should know (Outgoing Calls)

• Outgoing (business-initiated) WhatsApp calls are billed per minute according to Meta’s pricing.
• To use outbound calling, your business must have an eligible WhatsApp Business Account (WABA) and meet the minimum messaging tier requirements.
• The call will connect only if the customer is using the latest WhatsApp version and if outbound calls are supported in their country.

Country & Platform Limitations

WhatsApp Business Calling is not yet available in all regions.
The Dialer automatically disables the call option if WhatsApp Calling is not supported for a specific customer number.

• Inbound calls are generally supported in most countries where WhatsApp operates.
• Outbound calls (business-initiated) may be unavailable in certain regions, including the U.S., Canada, Turkey, Egypt, Vietnam, and Nigeria.

Call Rate Limits and Compliance

To ensure reliability and compliance with Meta’s standards, the Dialer enforces WhatsApp’s API and call rate limits.

• Each WhatsApp Business Account (WABA) has a defined maximum number of calls per hour.
• Exceeding this limit temporarily blocks new call attempts until the rate window resets.
• Meta monitors call quality and user feedback. If customers frequently report spam or missed calls, the calling feature may be restricted.

Summary

WhatsApp Calling in the Dialer provides your team with a seamless way to connect with customers - calls and chats are managed in one workspace, eliminating the need to switch between applications. Every WhatsApp call, inbound or outbound, is automatically tracked and analyzed, just like your standard voice traffic.

To ensure smooth operation and a positive customer experience, keep these guidelines in mind:

Always obtain customer consent before initiating outbound calls, and keep your business profile up to date to maintain credibility. Contact customers only during permitted local hours to ensure a professional and respectful experience. Regularly monitor call performance to prevent spam-like behavior and ensure accurate agent status to support timely and efficient responses.