Skyfalke ConnectHelp

Take WhatsApp voice calls

Let customers call your WhatsApp number and ring your team in the softphone, like any phone number.

Updated 1 October 2026

With WhatsApp calling on, a customer can tap the call button in your WhatsApp chat and the call rings your team in the Skyfalke Connect softphone. It follows the same queue, IVR, ring group or extension as any of your phone numbers, and it's recorded the same way.

What you need

  • WhatsApp connected under Settings → Integrations and managed in Skyfalke Connect. A number that also runs in the WhatsApp Business app on your phone (shown as Also on your phone) can't take calls. See Connect WhatsApp.
  • A number Meta allows to use calling: a messaging limit of at least 1,000 business-initiated conversations a day, a verified business in Meta Business Manager, and a country where WhatsApp Business Calling is available.
  • Voice seats on your plan, so agents have a softphone. See Set up your softphone.
  • An admin in Skyfalke Connect to turn it on.

Turn it on

  1. Go to Settings → Integrations and find the WhatsApp card.
  2. Switch on Voice calls.
  3. Check the line under the switch. If it says calls have nowhere to ring yet, choose Choose where they ring.

If you don't see the Voice calls switch, calling isn't available on your Skyfalke Connect server yet. Contact our team through Help & Support.

Choose where calls ring

Turning calling on adds your WhatsApp number under Settings → Numbers, with a WhatsApp calls tag. Edit it like any number to send calls to a queue, an IVR, a ring group, one person's extension or voicemail. If you already had the same number there as a phone line, its existing routing is kept.

What your team sees

  • The incoming call screen in the softphone shows a WhatsApp call badge.
  • When the call ends, a call row appears in the customer's WhatsApp chat: the call length, or Missed WhatsApp voice call in amber. A missed call reopens the chat and counts as unread.
  • The call is added to the contact's timeline, with its recording.

Cost

Calls your customers make to you are free: Meta doesn't charge for them and they don't use your wallet balance.

Turn it off

Switch off Voice calls on the WhatsApp card. Customers no longer see the call button. Disconnecting WhatsApp also turns calling off.

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