User-initiated calling

User-initiated WhatsApp Business Calling enables end users to start a voice call to your business from within the WhatsApp app.

Availability

User-initiated calling is supported in all countries where WhatsApp Business Messaging is available, except:

• Cuba
• Iran
• North Korea
• Syria
• Crimea, Donetsk, and Luhansk (regions of Ukraine)

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.

How to initiate a call

You can enable users to call your business in several ways:

• Display a calling icon in the WhatsApp chat interface.
• Send a pre-approved message template that includes a call button.
• Send a free-form interactive message with a call button.

Calling icon in the chat interface

When the calling icon is shown in the WhatsApp chat user interface, any user can initiate a call at any time.

You can control the visibility of this icon through the WhatsApp Manager:

• In the WhatsApp manager, go to Account tools > Phone numbers.
• Enable the Display call buttons toggle.

Some businesses may decide to hide the calling icon on the messaging screen and only let their users call them by sending them a free-form interactive message or a template message with a calling button.

Free-form interactive message with a call button

Use an interactive message within an active session to let the user call your business.

POST {{baseUrl}}/whatsapp/2/messages
Content-Type: application/json
Authorization: {{authorization}}
 
{
  "messages": [
    {
      "sender": "{{sender}}",
      "destinations": [
        {
          "to": "{{destination}}"
        }
      ],
      "content": {
        "interactive": {
          "body": {
            "text": "Thanks for being a trusted customer. What can we help you with?"
          },
          "action": {
            "buttonDisplayText": "Call to speak with an agent"
          },
          "type": "VOICE_BUTTON"
        },
        "type": "INTERACTIVE"
      }
    }
  ]
}

Message template with a call button

Use a pre-approved template to let users call from outside the 24-hour messaging window.

POST {{baseUrl}}/whatsapp/2/senders/{{sender}}/templates
Content-Type: application/json
Authorization: {{authorization}}
 
{
  "name": "voice_call_9",
  "category": "MARKETING",
  "language": "en",
  "structure": {
    "body": {
      "text": "You can call us on WhatsApp now for faster service!"
    },
    "buttons": [
      {
        "type": "VOICE_CALL",
        "text": "Call Now"
      },
      {
        "type": "URL",
        "text": "Contact Support 1",
        "url": "https://www.luckyshrub.com/support"
      }
    ]
  }
}

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