Business-initiated calling

Business-initiated WhatsApp Business Calling allows your business to place a voice call to a user after the user has explicitly granted permission. This enables timely and direct communication while ensuring compliance with Meta's opt-in and usage policies.

Availability

Business-initiated calling is supported for WhatsApp senders whose phone numbers are registered in the following countries:

Once voice is enabled on your sender, any user in a supported country can initiate a call to your business, regardless of where the sender is based.

Call permission rules

Before your business can place a call, the user must accept a permission request sent using the WhatsApp API. Meta applies the following rules:

• Request limits
  • You can send one call permission request every 24 hours.
  • If the user does not respond, you can send up to two permission requests within a 7-day period.
  
  
• After the user grants permission
  • You can place up to five connected calls within a 24-hour window during the 7-day permission period.
  • If a call connects successfully, all limits reset, and you can send a new permission request immediately.
  
  
• Missed calls
  • If two consecutive calls go unanswered, the user receives a system prompt to review their calling preferences.
  • If four consecutive calls go unanswered, the user's permission is automatically revoked.
  
  
• User control
  • Users can revoke or update their call permissions at any time.

How to send a call permission request

You can use either a free-form, interactive call permission message (for active sessions), or a template message (outside the 24-hour window).

Free-form interactive message with a call permission request

Use this option to send a permission request during an active session. The user must have interacted with your business in the last 24 hours.

POST https://api.infobip.com/whatsapp/1/message/interactive/call-permission-request
{
  "from": "{{cloudSender}}",
  "to": "{{destination}}",
  "messageId": "{{$uuid}}"
}

Use this method for ongoing conversations within the 24-hour session window.

Message template with a call permission request

Use a pre-approved template to request permission outside the 24-hour session window. This method is suitable for re-engagement or follow-ups after inactivity.

POST https://api.infobip.com/whatsapp/2/senders/{{sender}}/templates
{
  "name": "template_with_call_permission_request",
  "language": "en",
  "category": "MARKETING",
  "structure": {
    "body": {
      "text": "We would like to call you to follow up on your request about {{1}} ",
      "examples": [
        "voice APIs"
      ]
    },
    "footer": {
      "text": "Talk to you soon"
    },
    "callPermissionRequest": {},
    "type": "MEDIA"
  }
}

Use this method to re-engage users after the session has expired.

Sending a message template with a call permission request is similar to sending a WhatsApp template message (opens in a new tab).

How to receive user responses

The user response to a call permission request can be received on a webhook. You can configure the webhook either using the API or directly in the Infobip web interface.

For additional information on inbound message configuration, refer to our documentation.

• Set up webhook in the web interface
  1. Log in to Infobip web interface (opens in a new tab) and go to Channels and Numbers > Numbers (opens in a new tab).
  2. Click or tap the number you want to configure and go to the WhatsApp tab.
  3. Under Inbound configuration, define a webhook where you want to receive responses to call permission requests.

• Set up webhook through the API
  • To set up your webhook through the API, refer to the Receive WhatsApp inbound messages (opens in a new tab).

Here is an example of a successful response sent to your webhook when a user accepts a call permission request:

{
  "results": [
    {
      "from": "{{cloudSender}}",
      "to": "{{destination}}",
      "integrationType": "WHATSAPP",
      "receivedAt": "2025-05-12T12:57:23.000+0000",
      "messageId": "wamid.HBgLMzI0NzUzODg3NzMVAgASGCAwQUNDNUU3NTA2OEE2OUVCNDUzQzE4MjRCRDk2RTk1MAA=",
      "pairedMessageId": "a28dd97c-1ffb-4fcf-99f1-0b557ed888da",
      "callbackData": "Callback data",
      "message": {
        "callPermissionReply": {
          "response": "ACCEPT",
          "expirationTimestamp": 1747659443000
        },
        "context": {
          "from": "{{cloudSender}}",
          "id": "a28dd97c-1ffb-4fcf-99f1-0b557ed888da",
          "groupId": null,
          "referredProduct": null
        },
        "type": "INTERACTIVE_CALL_PERMISSION_REPLY"
      },
      "contact": {
        "name": "Some One"
      },
      "price": {
        "pricePerMessage": 0,
        "currency": "EUR"
      }
    }
  ],
  "messageCount": 1,
  "pendingMessageCount": 4
}