How to Use WhatsApp Call

Before you can call a customer, you'll need to send an Initiate Call Request first.

1. On the Chat page, click the Call dropdown and choose Initiate Call Request.

2. The Initiate Call Request pop-up will open.

   
3. You'll see two Call Type options:

   • Business Initiated Call: you send the customer a permission request. If they choose Allow, you can call them directly.

     • The customer receives a call request message and can choose Allow or Not Allow.

       

       
   • Customer Initiated Call: you send a message with a call button. When the customer taps it, they call your business directly.

     • The customer receives a message with a Voice Call button.

       
4. Next, choose a Message Type:

   • Custom Message: write any message you like, as long as the conversation is still active (within 24 hours).

   • Template: if it's been more than 24 hours, you'll need to use a template you've already created on the WhatsApp Call Settings page.

5. Once you've chosen a template or written your message, check the preview on the right.

6. When everything looks good, click Send to send the call request.

Making a call

1. When you're available to make calls, the Call button is green.

   
2. When you're not available, the Call button is red.

   
3. The button color works as a status indicator, so your team can see at a glance who's ready to take calls.