Overview
WhatsApp Calling enables businesses to make and receive voice calls with customers directly through the BIK Helpdesk. This feature bridges the gap between messaging and real-time voice conversations, allowing merchants to:
Resolve complex or urgent customer issues through voice
Drive high-value conversions with personalized interactions
Provide premium, high-touch customer support
Handle both customer-initiated (UIC) and business-initiated (BIC) calls
Getting Started - Setup Guide
Before you can use WhatsApp Calling, you need to enable and configure it in your BIK dashboard.
Step 1: Navigate to Channel Management
Log in to your BIK Dashboard
Go to Settings → Channel Management
Find your list of connected WhatsApp channels
Step 2: Select WhatsApp Account
Choose the WhatsApp Business account you want to configure
Click Setup & Enable WhatsApp Calling
Step 3: Configure Call Settings
On the Setup WhatsApp Voice Call page, configure:
Detailed Setup Guide: Setting Up WhatsApp Voice Calling on BIK
User-Initiated Calls (UIC)
What is UIC?
User-Initiated Calls (UIC) are voice calls that customers initiate to your business from their WhatsApp interface.
How Customers Can Initiate Calls:
Tapping call button on your WhatsApp business profile
Interactive message templates with call options
Call deep links in messages
UIC Permissions & Rules:
Aspect | Details |
Permission Required | ❌ No (customer initiates voluntarily) |
Business Controls | - Enable/disable per phone number |
Configuration Options:
Working Hours: Define when calls are accepted
Callback Requests: Allow customers to request callbacks if unavailable
UIC Example
Business-Initiated Calls (BIC)
What is BIC?
Business-Initiated Calls (BIC) are voice calls that your business initiates to customers through the Helpdesk.
Common Use Cases:
Callbacks for missed customer calls
Scheduled support follow-ups
Order confirmations or updates
Complex issue resolution requiring voice
Sales or high-value conversion calls
BIC Permissions & Rules:
Aspect | Details |
Permission Required | ✅ Mandatory - Customer must explicitly grant permission |
Permission Types | - Temporary: 7 days (168 hours) |
Request Limits | - Max 1 request/24 hours |
Connected Calls | Max 10 calls/24hrs per customer |
Auto-Revocation | After 4 consecutive unanswered/missed calls |
Permission Request Methods:
1. Free-Form Interactive Message (During Customer Service Window)
No conversation charge (window already open)
Body text optional but recommended
No header/footer support
2. Template Message (Outside Customer Service Window)
Requires pre-approved template
Body text mandatory
Can include header & footer
Initiates conversation window
3. Automatic via Callback
When customer calls first (UIC), temporary permission auto-granted
Requires callback setting enabled
4. Customer-Granted via Profile
Customer grants permission directly from business profile in WhatsApp
Call Permission Limits (Per Business + Customer Pair):
Note: Limits reset when any connected call (BIC or UIC) successfully completes.
Permission Request Expiration:
A permission request expires when:
Customer interacts with a new subsequent permission request
7 days after permission was accepted or declined
7 days after delivery if customer doesn't respond
Permission Request at User side
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.
Detailed Permission and Chat Activity Guide: Call invites, Permission
Ticket Management :
Ticket Behavior During Calls:
New Ticket Creation: Calls create new tickets or update existing open tickets
No Reassignment: Tickets cannot be reassigned to another agent during calls
First Response: If call is answered, it counts as first response
Call Type Filters
The CRM provides powerful filters to view tickets based on WhatsApp voice calls and call types.
1. Channel Filter
Filter by WhatsApp voice calls channel
Example:
WhatsApp Voice Calls +91 63663***** (BIK - Growth India)Shows tickets with at least one WhatsApp voice call
2. Call Type Filters
Incoming Calls:
Ongoing: Calls currently in progress
Completed: Successfully completed calls
Missed: Not answered by agent
Disconnected: Ended due to error/network issue
Outgoing Calls:
Ongoing: Calls currently in progress
Completed: Successfully completed calls
Disconnected: Ended due to error/network issue
Unanswered: Not answered by customer
Learn More: CRM Ticket Filters for WhatsApp Voice Calls
Missed Calls Tab
The Missed Calls section in the right panel of the CRM provides a quick overview of all missed WhatsApp calls ensuring no customer inquiry is overlooked.
Real-Time Visibility: Count badge shows number of customers with missed calls pending action
Upfront Notifier: Alert appears when missed calls exist
Benefits:
Instantly identify and follow up on missed customer calls
Prevent loss of customer communication
Ensure timely callbacks and resolution
Keep CRM view clean with auto-removal of actioned tickets
Learn More: Missed Calls Tab Guide
Call Logs
The Call Logs section allows agents and admins to track, filter, and access details of all WhatsApp calls handled via the Helpdesk.
Accessing Call Logs:
Log in to your BIK Dashboard
Navigate to Call Logs from the Helpdesk submenu
View all calls in a comprehensive table
Learn More: Call Logs Guide
WhatsApp Calling Billing
Meta charges only for BIC (Business-Initiated Conversations), while UIC (User-Initiated Conversations) are not billed by Meta.
The BIK dashboard follows the same billing flow as message-based costs — each day, we fetch the conversation cost from Meta and deduct it from the store’s credits, converted according to the store’s currency.
Create Call-Invite and Permission Templates on BIK dashboard
Navigate to Template Create Screen
Select Sub-Categories as Call Invite or Call Permission based on the requirement.
3. Click on next and configure the template adding headers etc.,
Call Permission :
Call Invite:
Call Modal
The WhatsApp Call Modal is designed to allow agents and merchants to conduct real-time voice conversations with customers directly from the Helpdesk.
Modal Overview
Displays caller information (name, initials, profile pic, etc.).
Shows WhatsApp call duration timer.
Provides quick access to related ticket ("View ticket" button).
You can minimize and expand for better visibility and accessibility.
In-Call Controls
Mute Button: Allows agents to mute/unmute their microphone during the call.
End Call Button: Ends the current call and updates ticket status.
Agents remain in control of the call experience with user-friendly controls.
Ticket Integration
Calls are linked to active support tickets for context and easy follow-up.
"View ticket" opens the relevant ticket in the Helpdesk without disrupting the call.
Minimised Version
Assignment Logic
The WhatsApp Calling feature extends your existing assignment engine to intelligently route incoming calls and manage agent availability. This ensures calls are directed to the right agents at the right time, maximizing response rates and maintaining efficient workflow management.
How Call Assignment Works
Agent Availability Requirements
Only active agents can be assigned calls or initiate outbound calls
When an agent is active, they are available for both regular ticket assignments and call assignments
Merchants can create separate teams dedicated to handling calls if needed
Custom Routing via Journeys
Use Journeys to configure custom assignment logic for calls
Route calls to specific teams or individual agents based on your business rules
This is configured through your existing Journey workflows
Learn more about WhatsApp Calling Journey Trigger
Assignment Modes
1. Unassigned Mode
Call tickets are not assigned to any agent automatically
Incoming calls are terminated immediately
Calls are marked as "missed" and sent to the unassigned queue
Agents can manually pick up these tickets from the queue
2. Round Robin
Call tickets are distributed evenly among all available agents
If the assigned agent doesn't pick up the call, it's marked as "missed"
The ticket remains assigned to that agent for follow-up
3. Assign Only If Staff Are Available
This mode has two settings:
Enabled:
Calls are assigned only when staff are online and available
If no agents are available, the call is queued/unassigned and marked as missed.
If the call times out while in queue, it's marked as "missed"
Disabled:
Calls are assigned regardless of whether agents are online
If the agent is inactive or doesn't answer, the call is marked as "missed"
The ticket is assigned to that agent for later follow-up
4. Load Balancer
Assignment respects your existing load balancer rules
Calls are distributed based on current agent load and availability
If agent capacity is full, ticket is pushed to Queue and call is marked as missed call
Non-Working Hours/ Holidays
if request call back is enabled then customers can request a call-back during non-working hours.
BIC will be disabled during non-working hours.
Learn More about Call Back Call Back Requests
First Response Tracking:
If a call creates a ticket and the assigned agent picks it up, it counts as First Response
If there's a missed call and the agent directly calls back, it also counts as First Response
Even if a call gets disconnected/dropped after both sides accept, it's still considered First Response
Socket Connection
Whenever an agent logs in, a socket connection is established for WhatsApp calling.
If the same agent is logged in on multiple browsers, the socket remains active in only one of them.
Therefore, when the agent attempts to place a call from a browser where the socket is disconnected, a CTA is displayed prompting them to reconnect the socket in that specific browser.
FAQs
1: Can my business call any WhatsApp user?
Only if they grant permission. Otherwise, you must request via template/interactive message in WhatsApp and wait for approval.
2: What happens if permission is revoked or expired?
You must request again. Calls are disabled until permission is re-granted.
3: How many times can I request permission?
Once per 24 hours, twice per 7 days. If customer declines, you must wait 24 hours.
4: What triggers auto-revocation of permission?
Four missed calls (customer does not answer or declines) auto-revoke permission.
5: Where can I view my call and ticket history?
In your Helpdesk’s Ticket History section, along with all activity logs.
6: What actions can agents take during a call?
Mute, end call, view ticket, navigate between Helpdesk screens.
7: How are calls assigned to agents?
Calls follow your existing assignment engine logic. You can use modes like:
Unassigned Mode – Calls go to the unassigned queue
Round Robin – Distributed evenly among available agents
Assign Only If Staff Are Available – Calls only routed to online agents
Load Balancer – Uses custom load-based routing logic
8: What happens during non-working hours?
BICs are disabled.
If callback requests are enabled, customers can still request a callback that agents can fulfill later.
9: Can I route calls using custom logic?
Yes. You can use Journeys to define custom call routing based on your business rules, such as routing by team, skill set, or region.
10: Are all WhatsApp calls billed by Meta?
No. Only BIC (Business-Initiated Calls) are billed by Meta.
UIC (User-Initiated Calls) are free from Meta’s side.
11: How is WhatsApp Calling billed in BIK?
The BIK dashboard fetches daily call conversation costs from Meta and automatically deducts the equivalent value from the store’s credits in the store’s local currency.
12: Does a permission request message count as a billable conversation?
Yes, if sent via template message (outside service window), it starts a billable conversation. Free-form interactive messages within an active service window are not billed.
For further assistance or to raise feature requests related to WhatsApp Calling, please contact [email protected].