The WhatsApp Business Calling feature is now available on WOZTELL. You can call your customers directly from the chat when typing back and forth takes too long.

This guide explains the key rules and limits you should know and how to set it up in WOZTELL.

Eligibility

You must have a messaging limit of at least 2,000 business-initiated conversations in a rolling 24-hour period.

Permission

To protect users from unwanted calls, your business must receive temporary permission from the user before placing a call. Temporary permission lasts for 7 calendar days (168 hours), from the time of the user’s approval, and users can grant ongoing permission to businesses they trust. There are 3 ways to obtain calling permission:

1. Send a call permission request in the thread.

Note: Call permission request messages are subject to messaging charges.

2. If the user calls your business first, temporary permission is automatically granted. In this case, you must enable “Allow contacts to call you” in the settings.

3. The WhatsApp user grant call permissions directly from your business profile.

Rules and Limits

1. Your business can make only 10 connected calls every 24 hours with a customer. The 11th call is only allowed 24 hours after the first call. If the call is involuntarily disrupted, it will not be counted as one.

2. You can send a maximum of 1 permission request in 24 hours and 2 requests in 7 days. These limits reset once a connected call (business-initiated/user-initiated) takes place.

3. 4 consecutive missed or rejected business-initiated calls will result in an automatic cancellation of the call permission. The customer can re-grant the call permission later.

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Pricing and Billing

• Customer-initiated calls: Free

• Business-initiated calls: Charged per minute, depending on the destination country. Check the per-minute pricing for the destination here.

Business-initiated calling (based on business number's country code) is supported in all countries where WhatsApp Business Platform operates, except the U.S., Nigeria, Canada, Egypt, Vietnam and Turkey.

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How to Use It on WOZTELL

First, enable the Calling API for the specific WhatsApp channel in WOZTELL.

1. In your top menu bar, select “Channels”.

2. Select the WhatsApp channel you would like to enable the calling feature, click “edit”.

3. In the left column, select “Platform”, scroll down to the “WhatsApp Calls” section and toggle “Enable WhatsApp Calls”.

4. To allow your contacts to call you, toggle “Allow contacts to call you”. You can set up your available time and time zone so they can only call you within that timeframe.  

5. Toggle “Allow auto permission requests” if you want contacts to automatically receive a permission request so you can call them back when you miss their incoming call.
   
   

After setting up, the business call button appears in the inbox for the contacts who message the channel where you enabled WhatsApp Calling. It is shown in the chat header, next to the live agent button.

However, the call option remains disabled until the contact grants permission. Click “Request permission” to obtain calling permission from the user.

Once the user approves your call request, the call button becomes active and shows the option to start a WhatsApp call. You can click the call button or the in-chat notification to call your contact.

If the contact declines your permission request, you cannot send another permission immediately. You can check the call button to see the remaining time before you can send the next permission request.

Incoming calls

If there are multiple incoming calls, the agent can see all of them but only pick up one. If you are already on a call, answering another incoming call will automatically end your current call.

Viewing Call History on WOZTELL inbox

On the left sidebar, under the folders section, you will see a “WhatsApp Calls” folder. There, you can find all calls and filter them by incoming, outgoing and missed calls.

Call insights in the Dashboard

1. In the header menu, select “Dashboard”.

2. If you don’t see “Dashboard” in the header, click the three dots button next to “Contacts”, and select “dashboard”.

3. In the left sidebar, select WhatsApp analytics, then select the WABA channel you want to review. Open the “Call Insights” tab to see the total number of calls, average call duration and approximate total charges.