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Turn on calls for a WhatsApp Business (Cloud API) number

Last updated: 26 September 2026 · 4 min read

You can make and receive calls on a WhatsApp Business (Cloud API) number. The call is set up directly between the agent's browser and Meta. This feature is not in every plan.

Steps

  1. 1

    Turn on calls

    In Settings › Workspace settings › Inboxes, open the Cloud API number's settings and go to the “Calls” tab. Switch on the “Enable WhatsApp Calling” toggle.

  2. 2

    Settings

    • “Call permission request message”: the text shown to a customer who has not yet agreed to receive calls.
    • “Answer with hold music”: the server answers an incoming call right away, and the customer hears music until an agent joins.
  3. 3

    Call a customer

    Click the call button at the top of the conversation. If the customer has not agreed yet, it says “Sent a call permission request to the contact”: call again after the customer accepts.

  4. 4

    Incoming calls

    An incoming call shows on screen in an “Incoming call” window: “Join call” answers it and “Reject” rejects it. You can pass the call to another online agent with “Transfer call”. The calls section under Conversations in the left menu shows recent calls.