# WhatsApp Calls

This article explains how to configure and use the calling feature through the WhatsApp Business API within the platform.

Read all the requirements carefully before starting the configuration.

{% embed url="<https://youtu.be/NDsh4DEytBY>" %}

***

### 1. Requirements

To use the calling feature, you need to:

* Have the account connected via **WhatsApp Business API**.
* Have the calling module active in your plan.
* Perform the configuration with a user who has access to the **System Settings**.

If the module is still not available, contact the sales team to request activation.

Only users with administrative permission will be able to:

* Enable the feature.
* Define call operators.
* Configure access permissions.

***

### 2. Call pricing

The billing amounts for calls made through the WhatsApp Business API are defined by Meta Platforms.

Currently, the prices are shown in the currency **dollar (USD)** and may vary according to factors such as region, call type, and Meta's current policies.

To view updated prices and understand how the billing model works, access the official documentation:

{% embed url="<https://developers.facebook.com/documentation/business-messaging/whatsapp/calling/pricing/>" %}

On this page it is also possible to download the **official document with the price table**, provided by Meta itself.

> **Important:**\
> Since the amounts are defined directly by Meta, they may change without prior notice. It is always recommended to consult the official documentation to check the most recent prices.

***

### 3. Configuration

The configuration is divided into three steps: account connection, feature activation, and permission definition.

***

#### 3.1 Connect the WhatsApp API account

Access:

**System Settings > Account Settings**

Add or verify the account connection in **WhatsApp API**.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FZYGqt52uvyf6F6VJrXgF%2Fimage.png?alt=media&#x26;token=5267150e-81fb-44be-831a-8a92b449eaf2" alt=""><figcaption></figcaption></figure>

***

#### 3.2 Enable WhatsApp Calls

In the side menu, access:

**WhatsApp Calls**

Then:

* Select the desired account.
* Enable the feature status.
* Define the departments or users that will act as call operators.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FIDL29VyvfEeidjk1EiQp%2Fimage.png?alt=media&#x26;token=730e64ef-7a4f-44c9-bfbf-f0f318c5ec46" alt=""><figcaption></figcaption></figure>

***

#### 3.3 Configure access permissions

Access the **Permissions Group** and enable the path:

**SAC 360º > WhatsApp API > Calls**

Important:\
After enabling the permission, link the group to the corresponding department.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FJ4GKJVoxm2J1UEzmIoZd%2Fimage.png?alt=media&#x26;token=5ae7d8ee-6663-43fe-8590-9c04496704fa" alt=""><figcaption></figcaption></figure>

***

### 4. How to make calls

Before making a call, it is mandatory to send a **call request** to the contact and wait for acceptance.

The authorization can be:

* Temporary
* Permanent

***

#### 4.1 Send call request

In the **SAC**, **CRM** or **Contacts**, use the service options button to send the request.

The contact will receive a message with the options to **accept or decline** the call.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F0OQhg6PXt8mvzQ5zazXN%2Fimage.png?alt=media&#x26;token=20d3dfd9-36bf-4647-bf5e-75f372b3fcd1" alt=""><figcaption></figcaption></figure>

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F7kZGV0uH0SLUUIQjDRnQ%2Fimage.png?alt=media&#x26;token=451f71ea-69ac-4625-8ab6-83018e4b8517" alt=""><figcaption></figcaption></figure>

***

#### 4.2 Rules for sending the request

The call request can only be sent if:

* The contact has the **WhatsApp** field filled in.
* The service window is open.
* The service is being handled by the **WhatsApp API**.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F7AB2Dx60pan6ehEwBDgf%2Fimage.png?alt=media&#x26;token=abc6f244-d257-4033-9324-e08f9b23ec48" alt=""><figcaption></figcaption></figure>

***

#### 4.3 Make the call

After the request is accepted, the call button will be available anywhere in the system that includes the call action.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FxYjNfjfVvFxnCq6GW0gm%2Fimage.png?alt=media&#x26;token=282a4f32-3526-4d70-a56f-21533be3c621" alt=""><figcaption></figcaption></figure>

***

### 5. Final considerations

* The feature depends exclusively on the integration with the **WhatsApp Business API**.
* The call can only be started after the contact authorizes it.
* Permissions and operators must be configured correctly.