Overview
WhatsApp Calling supports Call Invites and manages call permissions using free-form and template-based formats, with all actions tracked via chat activities.
Accessing Call Features
Open the Helpdesk panel and select the relevant customer chat/ticket.
Call status, activity history, and controls are available in the right panel or ticket window.
Call Invites
There are two types of call invites:
1. Free-form Call Invite
Used when the conversation window is open.
Allows agents/merchants to send customised messages with a “Call on WhatsApp” CTA directly to the customer.
2. Template Call Invite
Used when the conversation window is closed.
Only pre-approved templates can be sent.
Templates are managed via the template create screen, where new invite templates can be created.
The CTA and message content follow the selected template’s structure.
Call Permissions
There are two types of call permission requests:
1. Free-form Permission Request
Sent when the conversation window is open.
Allows flexible permission request messaging directly within open chats or tickets.
2. Template Permission Request
Sent when the conversation window is closed.
Must use a pre-approved template, selectable from the template list created via the template create screen.
Limits and Actions:
One permission request per user per 24 hours; two per 7 days.
Permission remains valid for 7 days.
Revoked automatically after 4 missed calls, or manually by the customer at any time.
Permission events (Sent, Approved, Declined, Expired) logged in chat activity.
Requesting Call invite and Call Permission
Open the Chat:
Go to the chat window of the person (customer or user) you want to initiate a call with.Click on the Call Icon:
At the top of the chat window, click the call icon to start the process.Check Call Permission:
If the call permission is already enabled for this user, the call will start immediately.
Permission Modal:
In the modal, you will see two options:Send Permission Request: Choose this if you want to request the user’s permission to call.
Send Call Invite: Choose this if you want to invite the user to join a call directly.
Start the Call:
After permission is granted, click the call icon again to initiate the call seamlessly.
Chat Activities
All invite and permission actions (assignment, connection, end, permission changes) are tracked.
Call status labels and events are visible in the ticket’s activities/history.
“Missed Call”/“In Call” markers shown on chat items.
Permissions and other activities logged in the activity panel.
Activities tracked
Here is a comprehensive list of activities tracked for WhatsApp Calling in the system, along with the corresponding content/context for each:
1. Call Assignment Events
Missed call due to:
No response from agent within N seconds (terminated by customer/Meta)
Agent declined the call after N seconds
Agent was inactive
All available agents busy
Call unassigned due to assignment logic
2. Call Connection Events
Incoming Call (Customer-Initiated)
Call picked up by agent X after N seconds
Outgoing Call (Business-Initiated)
Call picked up by customer after N seconds
Call rejected by customer after N seconds
Call terminated by agent/Meta due to no response after N seconds
3. In-Call Events
Call ended by agent X
Call ended by customer
Call disconnected due to network issue (Agent/Customer)
4. Call Permission Events
Permission status:
Granted
Revoked by customer
Auto-revoked after 4 missed calls
Expired after 7 days
Permission request:
Sent by agent
Approved by customer
Declined by customer
Expired (no response)
5. Call Statuses and Filters
Incoming (UIC) Status: Ringing, Ongoing, Completed, Missed, Declined, Disconnected
Outgoing (BIC) Status: Calling, Ringing, Ongoing, Completed, Unanswered, Declined, Disconnected
6. Ticket Updates Post-Call
Call from/to number
Total call duration
Call status: Completed, Missed, Rejected, Dropped
Chat activity & call history updated
FAQs
1) What types of invite/permission requests are supported?
Free-form (open chats) and templates (closed chats).
2) How do I create a new template?
Go to the “template create screen” to manage templates for call invites and permissions.
3) Can I send a free-form message if the chat window is closed?
No, only templates can be used if the conversation window is closed.
4) Where can I see all relevant activities?
In the activities section of each ticket; only the latest 50 records are shown.
5) How do I know if call permission is required or active?
The call button or call invite option will only be enabled if the permission status is “Granted”; otherwise, you must request permission.
6)Are there limitations on how often I can request permission or initiate a call?
You can request permission once every 24 hours, up to twice every 7 days. Up to 10 business-initiated calls are allowed per customer per day.
For further assistance or to raise feature requests related to WhatsApp Calling, please contact [email protected].