Rules & Limitations

Limitations

The following limits apply to each customer's WhatsApp number:

1. Call permission requests

A call permission request is what your business sends a customer to ask permission before making a WhatsApp call. Sending limit:

• Up to 1 call permission request every 7 days

Note: Even though you can only send one request every 7 days, the customer can change their answer at any time during that period (for example, from Decline to Accept). Alternatively, you can send a template message with a call button. See how

2. Unanswered call limits

These apply when your business makes a Business Initiated Call and the customer doesn't answer (missed or declined).

• After 2 unanswered calls, the system sends an automatic message suggesting the customer reconsider their permission

• After 4 unanswered calls, the system automatically revokes call permission for that number

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Customer responses

A customer can respond to a call permission request in three ways:

1. Accept (Allow) → The agent can place a call within 7 days after permission is granted.

2. Decline (Don't Allow) → The agent cannot place a call without sending a new permission request.

3. No response → If the customer does not respond within 7 days, the request will expire.

4. If the customer responds to a new call permission request → The previous request automatically becomes invalid.

Note: customers can change their response at any time before the permission expires (for example, from decline to accept, or the other way round).

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Business Initiated Call: use cases

1. If the customer accepted

Once the customer accepts the call request, the agent can tap the phone icon to start the call. When it connects, the agent manages the conversation through the call window as usual.

ℹ️ Info: once a customer has given permission, your business can make up to 5 calls to that number within 24 hours.

2. If the customer accepted but missed the call

If the customer accepted the call request but doesn't pick up, the system logs it as a missed call. In that case, the agent can:

• Send a message asking when the customer is free

• Try calling again while the permission is still valid (up to 7 days from when it was given)

• If the customer still doesn't respond, the permission expires and the agent needs to send a new request

3. If the customer declined

If the customer declines the call request, the system lets the agent know. In this case:

• The agent can't call without getting new permission

• If needed, the agent can send a new request, within the limits that apply (up to 1 per 24 hours and 2 per 7 days)

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Incoming calls outside business hours

When a customer tries to call your business outside the hours you've set, the system automatically shows a pop-up notification like this:

🪧 The pop-up shows:

• The next available call hours

• An automatic decline message:

  "We are currently unavailable because it's outside our calling hours. Please request a callback and we'll get back to you as soon as possible."

🔁 The customer's options:

1. Request a Callback If the customer chooses this:

   • Your business receives a callback request.

   • Call permission is granted automatically, with no need for a separate request.

2. Chat with this Business Takes the customer back to a regular chat.