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Meta has enabled native voice call features for the WhatsApp Business Platform. This allows customers to initiate calls to your business number directly from the chat interface, bridging the gap between text automation and human voice support.

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Configuration Guide

To enable voice calls, you must configure the specific settings inside your Meta WhatsApp Manager.
1

Access Meta WhatsApp Manager

You can navigate there directly from Chatbot Builder AI:
  1. Go to Settings > Channels > WhatsApp.
  2. Click Manage.
  3. Use the Useful Links section to open your Meta dashboard.
(Alternatively, log in directly via Meta Business Suite).
2

Locate Phone Settings

Inside the WhatsApp Manager interface:
  1. Click on Account tools (typically in the left sidebar).
  2. Select the Phone numbers panel.
  3. Click the Settings (gear icon) next to the specific phone number you use for the bot.
3

Enable Calling Features

Navigate to the Calls tab. You will see several toggles to configure:
  • Allow voice calls: The master switch to enable incoming/outgoing calls.
  • Display call buttons: Adds a visible phone icon to the chat header for users.
  • Callback Requests: Allows users to tap a button to request a callback if you miss their call.

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Availability Controls

You don’t have to be available 24/7. Meta provides scheduling tools to manage expectations.

Business Hours

Set Available call hours. Calls outside this window will be automatically rejected or routed to a “We are closed” message logic.

Holiday Mode

Use Temporarily unavailable call hours to override your standard schedule for specific dates (e.g., National Holidays).

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How it Works

The API handles the call flow logic automatically based on your settings:
  1. User Calls: Customer taps the Call button.
  2. System Check:
    • In Hours: The call rings on your connected devices (Chatbot Builder AI Inbox or mobile app if supported).
    • Out of Hours: The call is silently rejected. The user receives a system notification that you are unavailable.
  3. Callback Logic: If enabled, the user sees a “Request Callback” button, which triggers an event you can track.

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Use Cases

ScenarioBenefit
Technical SupportResolve complex hardware or software issues faster than typing.
High-Ticket SalesConnect instantly with hot leads to close deals while interest is high.
SchedulingConfirm appointments or handle last-minute cancellations verbally.
Important Prerequisites:
  • Approval: Your WhatsApp Business API account must be fully verified and approved by Meta.
  • Costs: Voice calling pricing differs from standard messaging conversations. Review the Meta Developers Pricing for your region.
  • Regional Availability: Voice calling is rolling out globally but may not be available in all countries yet.