waplyGuide
Diagnosis: why I can’t make or receive WhatsApp calls from Kommo
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WhatsApp calling in Kommo depends on Meta’s Cloud API eligibility and call permissions as well as your Waply connection. First, separate inbound from outbound. Coexistence numbers can support messaging but not Cloud API calls; outbound calls also need customer permission. Meta may require calling to be enabled and a messaging limit around 2,000 unique recipients per day. Waply does not guarantee Meta eligibility.
Use this checklist when the call button is missing, an outbound call fails, or customers cannot reach you in Kommo. It follows the symptom to the likely Meta check; for how calls work once a number is eligible, see the WhatsApp calls in Kommo guide.
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Who this is for
For Kommo admins, sales and support teams, and implementation agencies who connected or tried to connect WhatsApp and cannot place or receive calls. This page diagnoses call failures; see the guide to WhatsApp calls in Kommo for how calls work when eligible.
Start here: what exactly is failing?
Note the direction, number, and contact affected. A missing inbound call and a rejected business-initiated call can have different Meta requirements.
I can’t call customers (outbound)
Check that the customer has granted call permission and that business-initiated calling is available for your number’s country. If only some contacts fail, permission or that person’s WhatsApp availability may be involved; use Meta’s troubleshooting page for the current checks.
Customers can’t call me / I don’t see inbound
Confirm the number is on Cloud API, calling is enabled, and the call appears in the right Kommo lead or conversation. Coexistence Business app calls do not arrive through the Cloud API calling path.
Messaging works, calling doesn’t
Messaging alone does not confirm calling eligibility. Check coexistence, the number’s calling setting, Meta’s messaging limit and quality, payment status, and outbound permission separately.
Blocker 1 — Coexistence numbers can’t use Cloud API calling
Meta supports messaging through coexistence between the WhatsApp Business app and Cloud API, but voice and video calls are not supported on Cloud API for a coexistence number. Calls in the Business app do not make that number callable from Kommo through the API.
Blocker 2 — Use the official Cloud API, not grey / QR WhatsApp
Meta Calling is a Cloud API feature. Waply supports the official WhatsApp Cloud API connection in Kommo; QR-session or unofficial connectors are not a supported Waply calling path. Verify which connection type owns the number before diagnosing call settings.
Blocker 3 — Check the messaging limit around 2,000 unique recipients
Meta’s Cloud API Calling prerequisites often cite a daily messaging limit of at least about 2,000 unique recipients. Treat that as Meta eligibility guidance, not a fixed Waply requirement or promise: thresholds and account treatment can change. Waply does not guarantee that Meta will enable calling for a number.
Blocker 4 — Confirm calling is enabled on the number
Calling may need to be enabled for the Cloud API phone number in WhatsApp Manager. Check the number’s current call settings and that the WABA / Cloud API setup is the one connected to Kommo. Meta’s interface names and menus can change, so follow its live calling documentation rather than relying on a fixed click path.
Waply manages its supported Cloud API integration, but only Meta can confirm the number’s current eligibility or account restriction. See Meta’s calling prerequisites and troubleshooting guidance.
Blocker 5 — Outbound calls need the customer’s permission
Before a business-initiated WhatsApp call, Meta requires user permission. Depending on the situation, the customer can approve a call-permission request sent as an eligible interactive message or template, call you first to grant temporary callback permission, or opt in through the business profile. An open messaging conversation by itself is not call permission.
Meta also applies request limits and may revoke permission after repeated unanswered calls. These rules can change; check Meta’s user-call-permissions page for the current limits and permission behavior. Do not keep retrying without checking the customer’s permission state.
Blocker 6 — Review quality, payment, and country availability
Meta may limit calling based on number or business quality, billing readiness, or the business phone number’s country. Business-initiated calling is not available for every country; the live supported list can change. Review the number and WABA status in Meta, confirm the payment method is valid, and check Meta’s current country guidance.
Meta’s troubleshooting documentation describes themes such as calling not enabled, missing permission, a limit below about 2,000, quality restrictions, payment, or country availability. Treat these as Meta checks, not Waply error codes or a promised resolution time.
Inbound vs outbound: what to check first
Start with the direction of the failed call
| Symptom | First checks | Meta reference |
|---|---|---|
| Customer cannot call your business | Non-coexistence Cloud API number; calling enabled; WABA and Kommo connection | Calling prerequisites and coexistence support |
| Your team cannot call a customer | All inbound checks, then customer permission and business-initiated country availability | User call permissions and troubleshooting |
| Only some customers fail | Permission state, unanswered-call history, customer’s WhatsApp availability | User call permissions |
| Messaging works but calls do not | Coexistence, messaging limit, call setting, quality and payment | Calling prerequisites and troubleshooting |
When Waply helps (and when only Meta can unblock you)
Once Meta eligibility, number settings, and customer permission are in place, Waply brings official-API WhatsApp messaging and human calls into Kommo, with call recording and intelligence. Waply AI is an independent product using third-party models, not Kommo’s native AI. Meta controls eligibility; Waply cannot guarantee it.
- Basic: USD 18/month; recordings are kept for 90 days.
- AI 24/7: USD 39/month; recordings are kept for 365 days.
- Voice AI: USD 89/month; recordings are kept for 365 days. The 3-day free trial includes Voice AI.
- Recordings are stored on Waply infrastructure.
- Waply does not play an automatic recording announcement; your business must handle any required consent.
- Voice AI cannot transfer a call to a human yet.
- Call recording and intelligence details
- Voice AI in Kommo
- Recording and call intelligence docs
- Waply plans
- WhatsApp calls product page
- Guide: WhatsApp call recording consent in LatAm
Full diagnosis checklist
Work through these checks in order. Meta’s live documentation is the source of truth for eligibility, settings, and permission limits.
- Separate inbound from outbound and note whether the issue affects one number, one contact, or every call.
- Confirm the number uses the official WhatsApp Cloud API and is not a coexistence number or a QR session.
- Check in WhatsApp Manager that calling is enabled for the number; Meta’s menu labels can change.
- Check the live messaging limit, number quality, payment status, and business-initiated country availability with Meta.
- For outbound calls, confirm the customer granted permission through a request, an earlier customer call, or profile opt-in.
- If it still fails, compare another eligible number or contact, then use Meta’s calling troubleshooting and Waply support docs.
Frequently asked questions
Why can I message on WhatsApp in Kommo but not call?
Messaging and calling have different Meta prerequisites. Check whether the number is in coexistence, whether Cloud API calling is enabled, the messaging limit and quality, and—when calling a customer—the customer’s permission. Waply does not guarantee Meta eligibility.
Does coexistence support WhatsApp calls through the API?
No. Meta supports messaging with coexistence, but voice and video calls are not supported on Cloud API for coexistence numbers. Calls in the Business app do not enable calls from Kommo through the API.
Do I need the customer’s permission to call them on WhatsApp?
Yes, business-initiated calls need user permission. Meta documents permission requests, temporary permission after a customer calls first, and business-profile opt-in. Check its live user-call-permissions rules for current limits.
What does the roughly 2,000 messaging limit have to do with calling?
Meta’s calling prerequisites often cite a messaging limit of at least about 2,000 unique recipients per day. This is approximate eligibility guidance; Meta can change requirements and Waply cannot guarantee calling will be enabled.
Can Waply enable calling if Meta has not enabled it for my number?
No. Waply provides its Kommo integration on official Cloud API, but Meta controls number eligibility, restrictions, and approval. Check Meta’s calling prerequisites and troubleshooting guidance.
Does Waply support calls through QR or unofficial WhatsApp?
No. Waply calling uses the official WhatsApp Cloud API. QR sessions and unofficial WhatsApp connectors are not a supported calling path.
How is this page different from the WhatsApp calls in Kommo guide?
This guide diagnoses why calling may fail, including coexistence, Meta eligibility, settings, and outbound permission. The WhatsApp calls in Kommo guide explains how calls work once a number is eligible.
Can Voice AI transfer a WhatsApp call to a human agent?
Not yet. Waply Voice AI cannot transfer a call to a human agent at this time.
Resolve the Meta checks, then call from Kommo with Waply
Confirm the number is on official Cloud API, not coexistence, and that Meta has enabled calling and the customer granted permission where required. When those conditions are met, Waply brings human calls, recordings, and optional AI into the Kommo lead timeline. Try Voice AI free for 3 days.
Free 3-day trial with everything in Voice AI.