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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.

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:

LogoCalling API Pricingdevelopers.facebook.com

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.

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.

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.

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.

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.

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.

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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