# 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>" %}

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### 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.

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### 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.

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### 3. Configuration

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

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#### 3.1 Connect the WhatsApp API account

Access:

**System Settings > Account Settings**

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

<figure><img src="/files/e066526777ca872e9cd6873c4d10a353ead56363" alt=""><figcaption></figcaption></figure>

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#### 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="/files/ceece187e2cac095e26ff408baa1a7bc10c476a9" alt=""><figcaption></figcaption></figure>

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#### 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="/files/eaa028037e4bbe7595ce6f4a4d9c1c9b882c9081" alt=""><figcaption></figcaption></figure>

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### 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

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#### 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="/files/46d832f84a824491b03e3a55a46df4fcd9b6e9e0" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/70edcad8ffd162a502af51a2195ae8c759a9d179" alt=""><figcaption></figcaption></figure>

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#### 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="/files/cbbc79d69c2818a21e7c07b40fe0529af6ea289c" alt=""><figcaption></figcaption></figure>

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#### 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="/files/6aab0c3d15c98c921b4183b924a7ae18feed2c03" alt=""><figcaption></figcaption></figure>

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### 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.


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