WhatsApp Business Calling
WhatsApp Business Calling lets you talk to your customers by voice directly on WhatsApp — right from your WaliChat inbox. Customers can call your business for free, and your team can call them back, all from the same conversation, using the same number you already use for messaging.
How it works
- One number for chat and voice. Use your verified WhatsApp Business number for both messaging and calling, and switch between chat and a call without leaving the conversation.
- Incoming calls are free. When a customer calls your business, you are never charged.
- Outgoing calls are billed by Meta. Business-initiated calls are charged per the recipient's country and your monthly call volume (see Pricing below).
- Everything stays in one thread. Calls and messages live together in the same customer conversation, so your team always has the full history.
Requirements
WhatsApp Business Calling is only available on numbers connected through the official WhatsApp Business API (also called the Cloud API). If your number is connected by scanning a QR code, you'll need to migrate it first.
To use calling you need:
- A number connected via the WhatsApp Business API — not the WhatsApp app or a QR-code connection. If you're on a QR connection, migrate to the WhatsApp Business API — it's free and takes only a few minutes, and you keep your existing number and chat history.
- A verified Meta Business.
- A messaging limit of at least 2,000 conversations per day.
- A valid payment method on your WhatsApp Business Account (required for outgoing calls).
- Calling enabled for the number in your WaliChat Call Settings.
New to the WhatsApp Business API? Read What is the WhatsApp Business API to learn how it compares to the QR connection.
Making and receiving calls
Receiving calls (incoming)
Customers can call your business directly on WhatsApp. The call arrives in your WaliChat inbox and the first available agent can answer it. Incoming calls are always free.
Calling customers (outgoing)
Before your business can call a customer, the customer must give permission:
- Your team sends a call permission request to the customer.
- Once the customer approves it, you can call them immediately or any time within the next 7 days.
- If a call is missed, you can try again within that 7-day window without sending a new request.
To avoid spam, you can send one call permission request every 24 hours, and up to two per week, to the same customer.
Availability and limitations
WhatsApp Business Calling availability depends on the type of call and is set by Meta:
- Incoming (customer-initiated) calls are available anywhere the WhatsApp Business API is available, except Cuba, Iran, North Korea, Syria, and the Crimea, Donetsk and Luhansk regions of Ukraine.
- Outgoing (business-initiated) calls are available in most supported countries, but are not currently allowed when your business number's country is the United States, Canada, Egypt, Vietnam or Nigeria (plus the fully-restricted regions listed above).
These restrictions are set by Meta and may change. For the latest details, see Meta's calling availability documentation.
Pricing
- Incoming calls are free. You are only billed for outgoing calls.
- Outgoing calls are billed in 6-second increments (rounded up), based on the recipient's country and your monthly call volume — the more you call a given country in a month, the lower your per-minute rate. Volume tiers reset at the start of each month.
- You're only billed when the customer answers. Ringing and unanswered calls are not charged.
- A call opens or refreshes the 24-hour customer service window, during which you can send free-form messages and utility templates at no extra cost.
WaliChat adds no markup on calls — you pay only Meta's official rates, with no hidden fees. For a full breakdown, see the WhatsApp Business API Pricing guide and Meta's calling pricing.
Frequently asked questions
Are incoming WhatsApp calls really free?
Yes. All incoming (customer-initiated) calls to your WhatsApp Business API number are completely free. You're only billed for outgoing calls your business makes.
How are outgoing calls charged?
Outgoing calls are billed per minute in 6-second increments (rounded up). The rate depends on the recipient's country and how many minutes your business has called that country in the current month. The more you call a country, the lower your rate — and tiers reset monthly.
When does billing start for an outgoing call?
Only when the customer answers. Initiating a call, ringing, and unanswered calls are never charged.
Do I pay extra to use calling on WaliChat?
No. WaliChat doesn't add any fees or markups for WhatsApp Business Calling. You only pay Meta's official call rates.
Can I call a customer any time?
Only after they've approved a call permission request. Once approved, you can call immediately or any time within the next 7 days. You can send one request every 24 hours and up to two per week to the same customer.
What happens if a customer misses my call?
If the call permission was approved but the call was missed, you can try again within the 7-day window — you don't need to send a new request unless the window has passed.
Can my whole team use calling?
Yes. Your whole team can make and receive calls from the shared inbox, and you can restrict calling to specific agents if needed. Only one agent answers a given incoming call — whoever picks up first.
Do calls affect my messaging charges?
No. Voice calls are billed separately and don't change your messaging costs.
What do I need to make calls?
Just a computer with a microphone and speaker (or a headset), a web browser, and an internet connection. Calling works right from your WaliChat inbox — no extra software or hardware required.
Need help?
If you have questions about WhatsApp Business Calling or need help migrating your number, our support team is here for you.