The WhatsApp Calling Journey Trigger allows you to automatically start a journey whenever a WhatsApp call-related event occurs. This helps you engage customers through automated actions — such as follow-ups, call summaries, or notifications — based on call activity.
There are two major trigger types you can set up:
Event Triggers → Based on specific WhatsApp call events (like call ended or permission changes).
WhatsApp Call Trigger → Starts the journey when someone directly calls your WhatsApp number.
Setup
Step 1: Open Journey Builder
Go to Journey Builder from your dashboard.
Click “Create Journey” or open an existing journey.
Step 2: Add Starting Point (Trigger)
Click on the Starting Point block → Add Trigger.
Now, choose one of the two trigger types below based on your use case.
Type 1: Event Triggers (via Inbox Events)
These triggers fire when a specific WhatsApp call event occurs — e.g., a call ends, permissions change, or request status updates.
How to Set Up
In the Starting Point, choose Inbox Event.
From the event list, select one of the following:
Call Ended
Call Permission Status
Call Permission Request Status
1. Call Ended
Triggered when a WhatsApp call ends.
Available Conditions:
Call Type: Incoming / Outgoing
Call Status:
Missed
Completed
Declined
Requested Callback
Disconnected
Unanswered
Example Use Case:
Trigger a “Missed Call Follow-up” journey when Call Type = Incoming and Call Status = Missed.
2. Call Permission Status
Triggered when your WhatsApp call permission status changes.
Available Parameters:
Permission Status: Enabled / Revoked
Changed By: Customer / Meta
Example Use Case:
Notify customer when Meta revokes call permissions for your WhatsApp number.
3. Call Permission Request Status
Triggered when a WhatsApp call permission request is approved, rejected, or expired.
Available Parameters:
Request Status: Approved / Rejected / Expired
Example Use Case:
Start internal workflow when a Call Permission Request is Approved.
Type 2: WhatsApp Call Trigger
This trigger starts the journey as soon as someone calls your WhatsApp number directly.
How to Set Up
In the Starting Point, choose WhatsApp Call (instead of Inbox Event).
Select the WhatsApp Number you want to track.
Behavior:
Journey will start automatically when a customer initiates a WhatsApp call to the selected number.
Example Use Case:
When a customer calls your business number, automatically send a “Thank you for calling” message .
For further assistance or to raise feature requests related to whatsApp call journey, please contact [email protected]