WhatsApp Calls allows your business to make and receive voice calls with customers directly through Aelyst. Agents handle inbound and outbound calls from the Inbox, transfer active calls to teammates, and view call records as Contact events.
Before you begin
The WhatsApp Business Calling API is currently in Beta. Access and availability may change once the Beta period ends.
- User-initiated calls: supported globally for numbers in all regions where Meta's Business Messaging operates and WhatsApp Calls are supported on mobile. These calls can be received in the Aelyst Inbox free of Meta fees.
- Business-initiated calls: supported in all countries except numbers from the USA, Canada, Egypt, Vietnam, and Nigeria.
- Not supported: numbers from sanctioned regions (Cuba, Iran, North Korea, Syria, Crimea, Donetsk, and Luhansk).
- Restricted or unavailable due to local restrictions: United Arab Emirates, Saudi Arabia, Qatar, and Egypt.
Eligibility: your WhatsApp Business number must have a messaging limit of at least 2,000 business-initiated conversations in a rolling 24-hour period to enable WhatsApp Calls.
Balance requirement: a minimum balance of $10 is required to make or receive WhatsApp calls.
Enable WhatsApp Calls
- Navigate to Workspace Settings and click Channels.
- Select the WhatsApp Channel to enable calls for and click Manage.
- Navigate to WhatsApp Calls in the left sidebar and turn on WhatsApp Calls.
Once enabled, an option appears to allow or disallow Contacts from calling your business. If turned off, Contacts can't call you, but your agents can still call them.
Receiving WhatsApp Calls
Incoming calls appear in two places: the Inbox sidebar and directly within the active conversation with the Contact who is calling. Accept or decline calls from either location.
While on a call, new incoming calls trigger notifications but can't be accepted until the current call ends. When a call is answered and call recording is enabled, a record button appears on screen.
Missed calls
Missed calls are marked as Contact events so agents can follow up later.
Call transfers
Agents can transfer active calls to other available teammates within the Workspace:
- Click the Call Transfer icon on the call card.
- Select the agent to transfer the call to.
- Optionally, add a note to provide context before transferring.
Notes:
- Agents with restricted call capabilities don't appear in the transfer list.
- Agents already on a call can't receive a transfer — the initiating agent sees a notification if the transfer fails.
- If the receiving agent doesn't answer within 30 seconds, the call automatically reverts to the initiating agent.
Improving call pickup rates
Frequent missed calls outside business hours create a poor experience for Contacts. Set your business hours in Meta Business Suite to reduce missed calls and improve pickup rates:
- Go to Meta Business Suite.
- Navigate to WhatsApp Settings > Business Profile.
- Set your Business Hours.
Calls received outside configured hours are auto-rejected by Meta and don't count against your pickup rate.
Making a WhatsApp call
A Contact's permission is required before making an outbound call. When approving a request, Contacts choose between temporary permission (valid for 7 days) or permanent permission. If a request goes unanswered, it expires after 7 days. Contacts can revoke permanent permission at any time; if revoked, request permission again before making another call.
Request permission to call
Conditions for sending permission requests:
- Open conversation window: send requests only during an open conversation window — meaning the Contact has recent chat history.
- Request limits: one request per 24 hours, maximum two requests in 7 days.
- If a message template was used to open the conversation, wait for a reply from the Contact before sending a permission request.
To request permission:
- Go to the conversation with the Contact to call.
- Click the phone icon in the message composer and click Request permission to call.
The Contact receives a notification asking for consent:
- If approved with permanent permission, calls are available immediately and indefinitely, unless the Contact revokes it.
- If approved with temporary permission, calls are available for 7 days. After expiry, send a new permission request.
- If declined, send another permission request after 24 hours.
- If no response, the request expires after 7 days of delivery.
Call the Contact
Once a Contact grants permission, calls can be made anytime — even after a missed call — as long as permission hasn't been revoked. Businesses may make up to 5 call attempts in the first 24 hours after permission is granted without being limited by a 7-day window.
- Click the phone icon in the conversation actions bar.
- Select the phone number to call from the dropdown and click to initiate the call.
During the call, a Contact card with a call timer appears on the left. To end the call, click End.
Pricing
WhatsApp doesn't offer free business-initiated calling on the Business API. WhatsApp Calls are charged based on call type and the country code of the user.
- Inbound calls (user-initiated): since May 1, 2025, calls initiated by the user to the business are free.
- Outbound calls (business-initiated): charges apply for calls initiated by the business, which require user permission beforehand.
Rates are time-based and calculated per minute, vary by country, and invoices reflect exact usage. Review Meta's country-specific rate card for a full breakdown.
WhatsApp call recordings are billed to Aelyst — you aren't charged for call recordings on your account.
FAQ and troubleshooting
Is WhatsApp Business API Calling free?
No. Pricing varies depending on the country and whether the call is inbound (user-initiated) or outbound (business-initiated). Rates are charged per minute based on the user's country code. Since May 1, 2025, calls initiated by the user to the business are free.
Can multiple agents pick up the same call?
Only one agent can answer a call at a time. WhatsApp Business API calling doesn't support conference calling, so the call connects to the first agent who answers.
Does a user-initiated call open a customer service window?
Yes. A 24-hour customer service window starts or refreshes when a user messages, calls, or accepts a call from your business. During this window, you can send non-template messages.
Does an incoming WhatsApp call open a conversation in Aelyst?
No. Receiving a WhatsApp call doesn't trigger a conversation open event in Aelyst.
Can I record my calls?
Yes. All call-capable Channels, including the WhatsApp Business Calling API, support call recording. WhatsApp call recordings are billed to Aelyst, so you won't incur any charges.
Why can't I send permission requests?
Meta has implemented this limit to help prevent spam and scam calls, ensuring a safer experience for everyone.
Why is my WhatsApp Call permission request failing?
This happens because a call permission request requires an open conversation window. To resolve it:
- User-initiated conversation: send a regular message before the call permission request.
- Business-initiated conversation: send a template message first, then the call permission request.
Always ensure a message is sent before the call permission request to avoid this error.
Why is a minimum balance required to make or receive calls?
A minimum balance keeps calls running smoothly (preventing sudden drops from low funds), ensures fair billing (avoiding negative balances or billing errors mid-call), and helps you manage your account proactively to avoid disruptions.
Why am I seeing a "Top-up required for calls" tag when my balance shows $10?
If your WABA balance is slightly below $10 (e.g. $9.98), the system rounds the displayed value to $10 but still recognizes the actual balance as below the required threshold. As a result, the "Top-up required for calls" tag appears even though the displayed balance is rounded to $10.
Can Contacts initiate or receive calls via the WhatsApp Desktop App?
No. The WhatsApp Desktop App currently supports only consumer-to-consumer calling and doesn't support business calls through the Business API. Contacts will need to use a supported platform, such as the mobile app, for calling.
How many WhatsApp calls can happen at the same time in a Workspace?
The limit is 100 simultaneous WhatsApp calls per WhatsApp Business Account (WABA), as defined by Meta.