Call customers on WhatsApp

You can call a customer on WhatsApp straight from their chat in the inbox. WhatsApp only lets a business call someone who has allowed it, so the first step is asking.

Before you start

• WhatsApp calling is on for your workspace. See Take WhatsApp voice calls.
• Your softphone is connected. See Set up your softphone.

Call a customer

1. Open the customer's WhatsApp chat in the Inbox.
2. Choose the phone button with the small WhatsApp logo at the top of the chat.
3. If they've allowed calls, your softphone starts the call right away.

If they haven't allowed calls yet

You're asked whether to send WhatsApp's call request. Add a short reason if you like (for example "About your delivery tomorrow"), then choose Send request. The customer sees Allow and Don't allow buttons, and their answer appears in the chat: Allowed WhatsApp calls, with the date it runs until, or Declined WhatsApp calls.

The request is a WhatsApp message, so it can only be sent while the chat's 24-hour window is open and uses message credits like any reply. See the 24-hour window and templates.

WhatsApp's limits

• You can send one call request a day and two a week to the same customer.
• Permission lasts 7 days, unless the customer chooses to allow your calls permanently. They can take it back at any time.
• If a customer misses two calls in a row, WhatsApp asks them whether to keep allowing your calls. After four missed calls in a row, permission is removed.
• Up to 100 connected calls a day to the same customer.

Cost

Meta charges per minute for calls your business makes. Skyfalke Connect takes the cost from your wallet when the call ends, at the WhatsApp call rates shown under Settings → Rates. See Top up your wallet.