How do I call a customer from a WhatsApp chat?

Open the customer's WhatsApp chat and press Call. WhatsApp only lets a business call a customer who has allowed it, so the first time the panel offers to send a "May we call you?" request. When the customer allows it, press Call again.

Where to find it

Admin › CRM › Inbox › Inbox (সিআরএম › ইনবক্স), open a WhatsApp chat. The green Call button is at the top of the chat. On a phone it is the phone icon in the top bar, and also in ⋮ Chat info.

You see it when calls are on for that WhatsApp number and the chat is yours, or you have the Inbox — every chat tick. It is not shown on Messenger, Instagram or comment chats.

Step by step

Open the WhatsApp chat (for example a Rangdhanu Fashion customer, 01XXXXXXXXX).
Press Call.
If the customer has not allowed calls, you see "This customer has not allowed calls yet. Send them a "May we call you?" request in WhatsApp?" Press OK.
You see "Request sent. When the customer allows it, call again." The chat shows "📞 Asked the customer for permission to call".
The customer gets the request in WhatsApp and answers it. The chat shows "📞 The customer allowed calls" (with "(for 7 days)" when it is not for good), or "📞 The customer did not allow calls".
Press Call again. If the browser asks to use the microphone, press Allow.
The card says Calling…. When the customer picks up, it changes to On a WhatsApp call with a timer, Mute and Hang up.
Press Hang up when you are done. The chat shows "📞 Outgoing call · 3:05".

Good to know

WhatsApp's limit on requests. A new "May we call you?" request can go 1 a day and 2 a week to the same customer. Past that you see "a new request cannot be sent yet".
Stay on the page. Closing the page or opening another page in that tab hangs up.
The result is in the chat. "📞 Outgoing call · not answered", "📞 Outgoing call · declined" or "📞 Outgoing call failed".
Calls you make are billed by Meta. The owner sees them in Inbox settings, This month's Meta bill › Our calls.

Common problems

"WhatsApp calls are off for this number (Inbox settings)." The owner has to turn calls on for the number first.
"Allow the microphone for this site to call." The browser blocked the microphone. Allow it in the address bar and press Call again.
"The call could not start." WhatsApp did not start the call. Check your internet and try again.

Still need help? Ask in our Facebook group — the team and other shop owners answer there.

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