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WhatsApp calls: what Meta allows
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WhatsApp Business calls are voice-only and run on Meta's Cloud API. Customers can call you from any Cloud API country. To call them, you need their permission and your number can't be from the US, Canada, Egypt, Vietnam or Nigeria.
A summary of the rules Meta publishes. Waply follows them as-is.
Based on the WhatsApp Cloud API Calling documentation.
What they are
- Voice calls between your WhatsApp Business number and your customers, inbound and outbound.
- Video and screen sharing are not available (Meta has them in development).
- Opus audio by default; G.711 optional with transcoding.
Requirements
- Calling is off by default: it must be enabled in the number's call settings.
- The number needs a messaging limit of 2,000 unique recipients per day or higher (test numbers are exempt).
- The app must subscribe to the “calls” webhook and have the whatsapp_business_messaging permission (Waply does this when you connect).
- Call settings changes can take up to 7 days to show for users.
Coexistence (WhatsApp Business app) does not support WhatsApp calls. For calls, use a Cloud API number or Calls only mode.
Countries
Availability according to Meta
| Type | Where it works |
|---|---|
| Inbound (customer → business) | Every country where Cloud API is available. |
| Outbound (business → customer) | Wherever Cloud API is, except when the business number is from the US, Canada, Egypt, Vietnam or Nigeria. The customer can be in any Cloud API country. |
You can limit which countries see the call button (by the customer's number registration country) with call_icons.restrict_to_user_countries.
How calls are received
- The customer taps the call icon in the chat; Meta notifies via webhook and the call is answered in Waply.
- There are about 30–60 seconds to answer; otherwise it's marked as not answered.
- Business hours: time zone, up to 2 ranges per day and holidays. Outside hours, the customer is offered to chat or request a callback.
- A caller grants you temporary permission to call back, even if you missed the call.
- Optional voicemail on reject or timeout: announcement under 60 s and a 0–30 s timeout.
- Inbound calls can also be answered on linked devices (iPhone and Android).
- Optional SIP to use your own phone system; with SIP, the Graph API calling endpoints aren't used.
Calling customers (permissions)
- You need the customer's permission before calling.
- Permission can be temporary (7 days) or permanent. The customer can revoke it anytime.
- You can ask with a free-form message inside the 24 h window; outside it, with a template.
- Meta sends no notice when a temporary permission expires.
Limits
Limits published by Meta (production)
| Limit | Value |
|---|---|
| Outbound calls per business number | 10,000 per 24 h |
| Connected calls per business number + customer | 100 per 24 h |
| Permission requests per business + customer | 1 per day and 2 per week |
| Consecutive unanswered outbound calls | 2: Meta shows the customer a notice · 4: permission is revoked |
Meta does not publish a limit on simultaneous calls.
Costs
- Inbound calls (started by the customer) are free.
- Outbound calls are charged by duration and by the country of the number called.
Quality pauses
- Since January 27, 2026, if customers give a lot of negative feedback, Meta can pause the number's calling for 7 days.
- Outbound pause: you can't call or request permissions.
- Inbound pause: you don't receive calls and the call icon is hidden.
FAQ
How many simultaneous calls can I have?
Meta does not publish a limit on simultaneous calls.
Can I call from a US or Canada number?
No. Meta doesn't allow outbound calls from business numbers in the US, Canada, Egypt, Vietnam or Nigeria. They can receive calls.
Are video calls available?
No. Voice only for now.
WhatsApp calls inside Kommo
Waply connects your Cloud API number and applies these Meta rules on every call.
Based on the WhatsApp Cloud API Calling documentation.