Outbound Calling Guide

This guide walks you through the requirements, rules, and step-by-step workflow for using Outbound WhatsApp Calling. Follow these instructions to ensure your business can place calls successfully and compliantly.

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1. Requirements

To enable outbound WhatsApp Calling, your WhatsApp Business Account (WABA) must meet the following criteria:

1. Your Business Portfolio's message limit must higer than 2000.

2. The phone number you use for calling must not belong to the following regions:

• United States

• Canada

• Turkey

• Egypt

• Vietnam

• Nigeria

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2. Calling Rules

1. Customer Permission Is Required. You can only start an outbound call after the customer grants calling permission.

2. Request Messages Limits. You may send up to 2 calling-request messages to the same customer within 72 hours.

3. Outbound Calls Limits. You may initiate up to 5 outbound voice calls to the same customer within 24 hours, provided permission is valid.

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3. Getting Customer Permission

To request permission, send a Calling Request Template Message.

Once the customer taps Allow, your business will receive calling permission for a limited time.

Example template:

3.1 Step-by-Step guide

Step 1: Create a Calling Request Template

Navigate to: Templates → Create Template

Fill in the template body according to your calling use case.

Step 2: Send the Calling Request Template

After your template is approved, you can deliver it via Inbox or Campaigns.

Option A — Send via Inbox

If you want to request calling permission from an individual customer:

1. Open Inbox

2. Use those quick actions:

   • [+Conversation] for new contacts

   • [WhatsApp template icon] for contacts you’ve chatted with before

1. Choose your Calling Request template and send it.

Option B — Send via Campaigns

For large-scale permission requests:

1. Go to Campaigns

2. Select your Calling Request template

3. Send to the selected audience

You can monitor permission acceptance rates directly in the campaign’s performance dashboard.

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4. Viewing Customers Who Granted Permission

Once a customer accepts your request, their permission record appears in the Calling → Permission List.

• Access depends on your role and permission scope.

• You will only see customers you are authorized to access.

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5. Starting an Outbound Call

You can initiate outbound calls in two ways.

Method 1 — Call from the Permission List

1. Go to Calling → Permission List

2. Click Call button

Ensure:

• You have outbound-call permission for the business number

• The customer’s permission is still valid

Method 2 — Call Directly From the Calling Page

1. Go to Calling

2. Click + Calling

1. Enter the customer’s phone number and select the business number you wish to use.

Before placing the call, ensure:

• You have outbound-call permission for the business number

• The customer has already granted calling permission

Method 3 — Call From Inbox

To help businesses communicate more effectively with customers, WhatsApp voice calling has been integrated into the Inbox.

1. Go to Inbox

2. Open the conversation, and click the WhatsApp Calling> Call out button.

Refer:

WhatsApp Calling in Inbox