WhatsApp Calls

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

Read all requirements carefully before starting the configuration.

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1. Requirements

To use the calling functionality, it is necessary 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 not yet 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. Configuration

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

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2.1 Connect the WhatsApp API account

Go to:

System Settings > Account Settings

Add or verify the account connection in WhatsApp API.

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2.2 Enable WhatsApp Calls

In the side menu, go to:

WhatsApp Calls

Then:

• Select the desired account.

• Activate the feature status.

• Define the departments or users who will act as call operators.

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2.3 Configure access permissions

Access the Permission Group and enable the path:

SAC 360º > WhatsApp API > Calls

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

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3. How to make calls

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

Authorization may be:

• Temporary

• Permanent

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3.1 Send call request

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

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

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3.2 Rules for sending the request

The call request can only be sent if:

• The contact has the field WhatsApp filled in.

• The service window is open.

• The service is being performed by the WhatsApp API.

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3.3 Make the call

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

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4. Final considerations

• The feature depends exclusively on the integration with the WhatsApp Business API.

• The call can only be initiated after authorization from the contact.

• Permissions and operators must be correctly configured.