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