WhatsApp calling: troubleshooting

Turning calling on

• "Meta says this number isn't a full WhatsApp Cloud API number": the number still runs in the WhatsApp Business app (shown as Also on your phone), or it wasn't registered on the Cloud API. Disconnect WhatsApp, reconnect it and choose to manage the number in Skyfalke Connect, then switch Voice calls on again. The WhatsApp Business app on your phone stops working for that number once it's managed here.
• "Meta hasn't enabled calling for this number yet" (Calling cannot be enabled): the number doesn't meet Meta's requirements yet. Check in Meta Business Manager that your business is verified and that the number's messaging limit is at least 1,000 conversations a day. You can see the limit on the WhatsApp card under Settings → Integrations (Send limit). Meta raises it automatically as you message more customers with a good quality rating; try again once it has gone up.
• "Voice isn't enabled on your workspace yet": add voice seats under Billing. See Plans, renewals and voice seats.
• No Voice calls switch on the WhatsApp card: calling isn't available on your server yet. Contact our team through Help & Support.

Customers calling you

• The customer doesn't see a call button: check Voice calls is on, and ask them to update WhatsApp. Changes can take a few minutes to reach their phone.
• Calls don't ring anyone: open Settings → Numbers, find the number tagged WhatsApp calls and choose where it rings. Make sure the agents in that queue or ring group have their softphone connected and are available.

Calling customers

• "This customer hasn't allowed WhatsApp calls yet": send a call request first. See Call customers on WhatsApp.
• "Today's request is already used": WhatsApp allows one request a day and two a week per customer. Try again later, or ask them in a message to call you instead.
• "Outside the 24-hour WhatsApp customer service window": the call request is a message, so it needs an open window. Send a template first.
• "Insufficient balance": top up your wallet.
• "Your softphone isn't registered": reconnect the softphone, then try again.

Still stuck? Open Help & Support (the ? button in the app) to contact our team.