WhatsApp Business Calling API Solution: All Feature Details and FAQs

What is the new calling feature in the WhatsApp API Platform?

The WhatsApp Cloud API Calling feature is an upcoming feature as part of the WhatsApp Business Platform that enables businesses to both make and receive Voice-over-IP (VoIP) calls with customers directly on WhatsApp. This significant capability addition to the existing set of conversational features integrates voice calling into their conversations, providing a unified conversation experience for their customers.

What are the Key Features and Capabilities of the WhatsApp Cloud API Calling feature?

WhatsApp Cloud API Calling feature allows businesses to create a unified communication experience on WhatsApp by enabling voice calls alongside messaging, along with integration capabilities for advanced call handling and business operations workflows.

• Voice-over-IP (VoIP) calling: Businesses can initiate and receive voice calls with customers directly on WhatsApp, enabling richer, real-time conversations beyond text messaging.
• Two-way calling: Businesses can both receive calls from customers and initiate calls to customers via WhatsApp
• Customer-initiated calling options: Customers can start a call by tapping the call icon in the business profile or chat window, or selecting a call option sent within a WhatsApp message.
• Business-initiated calls: Businesses can call customers, but they must obtain explicit permission first by sending a call permission request through WhatsApp. This request can only be sent during an open conversation (marketing, utility, authentication, service, or free entry point). Limitations include sending only 1 permission request per 24 hours and 2 requests per week. Once the permission is granted to allow calls, the business can place one call within 72 hours.

• Seamless integration with messaging: The calling feature is integrated within the same WhatsApp conversation thread, allowing a smooth transition between voice call and messaging.
• IVR integration: Businesses can implement an Interactive Voice Response (IVR) menu system that users can navigate using a numeric keypad displayed on WhatsApp. This will help businesses enhance call routing and self-service options.
• Call routing: Incoming calls can be routed to other VoIP systems such as WebRTC or SIP, but calls cannot be connected to traditional phone networks (mobile or landline).
• Configurable availability: The business has the option to enable or disable the call option depending on region, use case, or other business factors.

• Integration with customer service platforms: Businesses can integrate WhatsApp calling with their cloud contact center solutions to offer seamless switching between messaging and voice calls on WhatsApp
• Security: Calls are secured with WhatsApp’s end-to-end encryption, ensuring privacy and data protection
• Cloud-based solution: The calling API is part of the WhatsApp Cloud API hosted by Meta, which removes the need for businesses to manage their servers and infrastructure.

Conversation Components (WhatsApp Calling specific NEW features): There are newly introduced features for in-chat features that can be enabled for a seamless engagement experience for customers with your business:

• Welcome Messages: Anytime a customer opens the chat window with the business for the first time. The business is notified to take appropriate automated action on this event. They can trigger welcome messages with interactive content to welcome new users.

• Ice Breakers:  Ice breakers are a new format of text option widget in the WhatsApp Calling feature. This can be configured to pop up during the first interaction for any customers. Up to 4 icebreakers on a business phone number can be configured. Each ice breaker can have a maximum of 80 characters. Emojis are again not supported.

• Commands: Commands are text string configurations that businesses can configure (type a forward slash) to get a prompt or a hint for customers to perform. Up to 30 commands can be configured, with each command having a maximum of 32 characters, and each hint with a maximum of 256 characters. Emojis are not supported.

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Key Requirements to enable and use the WhatsApp Cloud API Calling feature?

1. WhatsApp Business Account on Cloud API
   Your business phone number must be registered and actively used with the WhatsApp Cloud API (not just the WhatsApp Business App) to enable calling features.
2. Facebook Business Manager Account and Verification:

- A verified Facebook Business Manager account is mandatory.
- Complete verification of Facebook Business process with legal documents
- Verified business profile

3. Dedicated Phone Number
The phone number used must be dedicated to the WhatsApp Business API and not linked to an existing WhatsApp account. It must be capable of receiving SMS or voice calls for verification.

4. User Permission Management
For business-initiated calls, an explicit user permission has to be obtained during an open conversation (marketing, utility, authentication, service, or free entry point). The API enforces limits on permission requests and call windows.

5. Call Control and UI Integration
Solution providers can implement call controls such as enabling/disabling call buttons, business hours settings, and creating call deep links for easy access across channels (web, app).

6. WhatsApp Solution Provider (BSP)
Businesses should use any WhatsApp Solution Providers/BSPs (e.g., Twilio, Chakra Chat) for easier integration, infrastructure management, and additional features like analytics, automation, and integrations.

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Can WhatsApp API Calling be enabled on an existing WhatsApp Cloud API number in use?

No, WhatsApp API calling cannot be simply enabled on an existing WhatsApp API number without following a migration or re-registration process, specifically:

If your phone number is currently registered with WhatsApp Messenger or the WhatsApp Business App, you must first delete or migrate the number before it can be added and used with the WhatsApp Cloud API, which includes calling features.

The phone number must be verified and registered anew via the WhatsApp Cloud API setup process, involving verification through SMS or voice call OTP.

The WhatsApp Cloud API requires a dedicated phone number that is not actively used in WhatsApp Messenger or by another WhatsApp Business Platform API provider. This means you cannot directly enable calling on an existing WhatsApp API number without migrating it properly.

Migration of an existing WhatsApp Business API number to the Cloud API is possible but requires technical steps such as deleting the number from the old WhatsApp Business Account and registering it on the Cloud API account. You can consult your WhatsApp Solution Provider to learn more.

In summary, to enable WhatsApp Cloud API calling on an existing WhatsApp API number, you must go through a migration and re-registration process to move the number to the Cloud API environment. Direct enabling on an existing API number without migration is not supported.
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Can the WhatsApp API Calling number be used for conversations?

Yes, the WhatsApp API calling number can also be used for conversations (messaging) through the WhatsApp Cloud API.

When you register a phone number on the WhatsApp Cloud API, that number is enabled to send and receive messages as well as to handle voice calls through the calling feature. This means the same phone number supports both conversational messaging and calling capabilities within the WhatsApp Business Platform. Specifically:

• You add and verify your business phone number in the Meta developer portal under your WhatsApp Cloud API app settings.
• Once verified, this number can be used to send and receive all types of WhatsApp messages (text, media, templates, interactive messages) via the API.
• The calling feature is integrated into the same WhatsApp Business account and phone number, allowing seamless switching between messaging and voice calls.

This unified approach enables businesses to manage customer interactions through both chat conversations and voice calls on the same phone number via the WhatsApp Cloud API.
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Use cases and Benefits of WhatsApp Cloud API Calling feature

The WhatsApp Business Calling API can help businesses with various use cases by integrating voice calls seamlessly into their WhatsApp customer interactions, enhancing their customer engagement, support, and sales outcomes:

• Multi-channel conversation experience: When messaging standalone is not sufficient, businesses can add voice calls to the conversation layer within the same WhatsApp window, thereby enabling a multi-channel experience without having to switch apps and a smoother customer journey, reducing friction and improving engagement and satisfaction. E.g., a Customer who may not be responding to chats can be directly called for urgent actions like a payment completion or support.
• Enable Direct access for customers: Using the WhatsApp calling option provides customers a quick way to engage with businesses. This is true for a significant set of customers who prefer calling over messaging conversations.
• Integration with existing contact centers and VoIP systems: Calls can be routed to their telephony platforms, allowing businesses to leverage their current infrastructure for seamless voice and messaging support on WhatsApp.
• Boost conversions: Businesses can use the WhatsApp Calling feature to boost sales conversion rates by enabling sales agents to instantly close deals and resolve issues through voice, integrated with messaging.
• Reliable channel for critical engagement: A unified conversation channel provides businesses an alternative option to calling for critical communications for customers to message or call for support, improving satisfaction and operational efficiency.
• Interactive Voice Response (IVR) menus: Businesses can implement IVR within WhatsApp calls, allowing customers to navigate options using a numeric keypad, improving call routing and self-service.

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WhatsApp API Calling: Key FAQs

1. Can Call Insights be analysed in the Meta WhatsApp Manager?
   Yes, Call insights will be available in both WhatsApp Manager and the analytics API.
2. Are International calls supported like in WhatsApp Messenger?
   Yes
3. What countries are supported for calling?

User-initiated Calling (UIC): UIC is available in every location. Cloud API is available.

Business-initiated Calling (BIC): BIC is currently available in every location where Cloud API is available, except the following countries:

- USA
- Canada
- Turkey
- Egypt
- Vietnam
- Nigeria

The business phone number’s country code must be in this supported list. The consumer phone number can be from any country where the Cloud API is available.

4. Can toll-free numbers be used for calling?
Yes, as long as the country code for the toll-free number is in the list of supported countries.

5. What is the maximum number of  calls concurrently, a single Cloud API account phone number can receive?
Max concurrent calls possible is 1000. When the rate limit is exceeded, the caller (Customer using WhatsApp Messenger ) will get a generic message saying the call cannot be placed. No message is played, and there is no webhook. We anticipate increasing this limit, and hence the chances of this happening are low.

Note that the rate limits for the messaging API and template creation/update API are separate and unrelated to calling limits.

6. What is the maximum call duration supported in the feature?
There is no call duration limit.

7. Is it possible to send and receive text/media messages during a call? Yes. The the standard send-message API can be used while a call is in progress.

8. Does Meta offer services such as voice recording, transcript, and voicemail features?
No. However, these are provided by many of WhatsApp Solution Partners like Chakra Chat.  The WhatsApp Solution Providers can offer value-added services (e.g., contact center, voice recording, transcript, etc.) on top of the raw audio stream provided by Cloud API Calling.

9. Is it possible for an AI (e.g., voicebot) to have a conversation with a customer directly via a WhatsApp call?
Yes. Meta only provides the raw media stream, so your WhatsApp Solution Partners can build a feature using the stream to provide AI voicebot services

10. When is the call icon in the chat title bar visible on WhatsApp Consumer apps? It is visible when all the following conditions are met:

The business phone number has the calling status set to ENABLED in the call settings API.

Business phone number call_icon_visibility is not in Hidden state

The call icon visibility feature is supported in WhatsApp mobile versions 2.24.10.8 and above on Android and iOS

Consumer’s WhatsApp version 2.23.14 or above. All consumers should be to on this version or above

11. Is calling supported for end users from WhatsApp Web or WhatsApp Desktop apps?
No. WhatsApp Web does not support consumer-to-consumer or business calls. Desktop apps support only consumer-to-consumer calls at this point.

12. How much does WhatsApp Cloud API Calling cost?

Business-initiated calls are chargeable with the following details:

The duration of the call (calculated in six-second increments, rounding up)

The country code of the phone number associated with the user being called.

A valid payment method is required to place calls.

Broadly, it’s priced ~ $0.01 per minute for majority of the countries for the the entry tier of volume and volume discount of upto 50% in the highest volume tier (mostly for enterprises)

14. When is WhatsApp Business Calling API (WhatsApp API Calling) expected to be live?
The WhatsApp API Calling feature is expected to go live around 15 July 2025

Market (Country/Region) wise List Rate (Base Volume Tier) Pricing for WhatsApp API Calling

Conclusion

Overall, the WhatsApp Business Calling API empowers businesses to meet customer expectations for voice interactions on a platform they already use, driving better support, sales, and operational efficiency across industries such as finance, healthcare, retail, and more. Sign up with Chakra Chat for early access to the WhatsApp Calling feature as this goes live soon.