--- title: "WhatsApp Calls in Kommo: Make, Receive & Record | Free Trial" description: "Make and receive WhatsApp calls in Kommo, record them and get AI transcripts and summaries. Meta permission rules, costs and a free 3-day trial." lang: en canonical: https://waply.online/guides/whatsapp-calls-kommo/ sitemap: https://waply.online/sitemap.md --- # WhatsApp Calls in Kommo: How to Make, Receive, Record and Summarize Them Updated: 2026-09-24 **Yes, you can make and receive WhatsApp calls in Kommo** with Waply, which uses Meta's official Calling API. You answer from the browser with your microphone; to call a customer, they must give permission first. Recordings, transcripts and summaries are saved in the Kommo lead timeline. US and Canadian numbers can receive calls but not place them. This guide is about business calls: WhatsApp calls on your business number, through Meta's official platform, inside Kommo. It is not about recording personal calls on a phone. You will see what Meta requires, how call permissions work, what is saved in Kommo and what it costs. [Install in Kommo](https://api.waply.online/oauth/kommo/website/start?locale=en) — Free 3-day trial with everything in Voice AI. ## Can you make WhatsApp calls in Kommo? Yes, with an integration that uses Meta's official WhatsApp Business Calling API, such as Waply. With Waply, your team can make and receive WhatsApp calls inside Kommo. Calls that customers make to your connected number are answered from Kommo and logged in the lead timeline. ### What Kommo's WhatsApp integration includes Kommo's WhatsApp Business integration covers chats, templates, bots and broadcasts. In Kommo's own coexistence table, voice and video calls are listed as not supported. ### Kommo telephony (Twilio, VoIP) is not WhatsApp calling Kommo's telephony integrations, such as Twilio, place regular phone calls from a phone number. A WhatsApp call reaches the customer inside WhatsApp, from your business profile, and follows Meta's permission and pricing rules. Kommo's AI agent works with voice messages and replies in text; it does not answer calls. The two kinds of calling can work side by side. **WhatsApp calls vs Kommo telephony (VoIP)** | | WhatsApp call (with Waply) | Kommo telephony (VoIP) | | --- | --- | --- | | What the customer sees | A WhatsApp call from the business profile | A regular phone call | | Incoming | Yes; free on Meta; no prior permission | Depends on the VoIP provider | | Outgoing | Yes, with the customer's prior permission; charged by Meta; not available for US/Canadian business numbers | Depends on the VoIP provider | | Record in Kommo | Recording, transcript and summary in the lead timeline | Depends on the VoIP integration | | Requires | A number on Meta's platform, eligible for calling, not in coexistence | A VoIP account and number | ### What the WhatsApp Business Calling API is The WhatsApp Business Calling API is Meta's official way to hold voice calls between businesses and customers. It supports user-initiated (incoming) and business-initiated (outgoing) calls. Waply is an independent product that installs in Kommo and uses this API; it does not depend on Kommo's AI or other Kommo products. ## Requirements before your first call To use WhatsApp calls from Kommo you need: - Kommo rights to install integrations and access to your Meta business portfolio. - A WhatsApp number that is eligible for calling, connected to Meta's platform and not in coexistence mode. - Calling enabled on that number. - A Meta messaging limit of at least 2,000 unique recipients per day. - Microphone access and browser permissions. - To call a customer yourself: their prior permission. ### Messaging limit of at least 2,000 recipients per day Your messaging limit is the maximum number of different customers your number can start conversations with, using templates, in 24 hours. Meta assigns it and shows it in WhatsApp Manager. To use calling, Meta requires it to be at least 2,000 unique recipients per day. If your number is not there yet, see Meta's documentation on how to increase it. ### Coexistence: messaging yes, calls no If you use the same number in the WhatsApp Business app (coexistence), Waply can connect it for messaging and all its other features, but not for calls: Meta does not enable the Calling API on those numbers. To make and receive calls in Kommo, you need a number connected only to Meta's platform. ### New number, WhatsApp Business app number or another provider Each case has its own connection or migration path. Do not disconnect an active number before the migration path is clear. ### Country restrictions (US and Canada) Business numbers with United States, Canada, Egypt, Vietnam or Nigeria country codes can receive WhatsApp calls but cannot place them. If your number is one of them, customers can still call you and your team answers in Kommo. Incoming calls work wherever the Cloud API is available, except countries restricted by Meta. The full table is in Waply's calculator. - [Requirements](/docs/requirements/) - [Connect a number](/docs/connect-number/) - [Numbers, coexistence, and migration](/docs/numbers-coexistence-migration/) ## How to receive and make WhatsApp calls in Kommo with Waply ### One-time setup 1. Install Waply from Kommo with “Install in Kommo”. 2. In Numbers, start “Connect number”, complete Meta access (business, account and number) and wait for the Connected status. Use a number that is not in coexistence. 3. Enable calling on the eligible number and allow microphone access in your browser. ### Receive a call 1. The customer calls your number on WhatsApp. 2. A team member answers from Kommo, in the browser, with their microphone. 3. When the call ends, the recording is saved in the lead timeline and, depending on your plan, so are the transcript and summary. 4. That incoming call automatically gives you temporary permission to call the customer back. ### Make a call 1. Open a Kommo contact with a valid phone number, choose Waply's call action and the source number. 2. Check call permission. If there is none, send Waply's call-permission template and wait for the customer to accept it, or use the permission from the customer's earlier call. 3. Call while the permission is active. 4. Review the recording, transcript and summary in the lead timeline. > Outgoing calls are not available for US and Canadian business numbers. If there is no audio or the call does not connect, check the microphone, browser permissions and network before trying again. [Install in Kommo](https://api.waply.online/oauth/kommo/website/start?locale=en) — Free 3-day trial with everything in Voice AI. - [Install Waply in Kommo](/docs/installation/) - [First message and first call](/docs/first-message-call/) - [Calls with your team](/docs/team-calls/) ## WhatsApp call permissions explained Every business-initiated call needs the customer's prior permission. With Waply you get it in one of two ways: - The customer accepts the call-permission template that Waply sends. - The customer calls you first. Waply turns on Meta's callback permission by default, so when a customer calls you, you automatically get temporary permission to call them back. ### Meta's rules - Only the customer grants or revokes permission. They can choose temporary (7 days) or permanent permission and revoke it at any time. - You can send at most 1 request every 24 hours and 2 every 7 days to each customer. These limits reset whenever a call between your business and the customer connects. - An unanswered request expires 7 days after delivery. - There can be up to 100 connected calls every 24 hours with each customer. - After 2 unanswered calls in a row, WhatsApp suggests the customer review the permission; after 4, the permission is revoked automatically. - Permission requests are charged as Meta messages. - Meta does not notify you when a temporary permission expires. Waply checks permission before every outgoing call. **Incoming vs outgoing with Waply** | | Incoming (customer calls) | Outgoing (your business calls) | | --- | --- | --- | | Prior permission | No | Yes: accepted permission template, or automatic temporary permission if the customer called first | | Meta cost | Free | 6-second pulses by country and volume; the permission template is charged as a message | | US/Canadian business numbers | Available | Not available | | Who handles it | Your team in Kommo, or an AI voice agent (Voice AI) | Your team from the Kommo contact | | Where it is logged | Kommo lead timeline | Kommo lead timeline | Tip: ask for permission with context while the conversation is active, for example: “We'd like to call you to review your quote.” ## Recording, transcripts and summaries in the lead timeline Human calls, incoming and outgoing, and their recordings are included in every Waply plan. Recording runs on Waply's own infrastructure and is saved in the Kommo lead timeline. With call intelligence, available from the AI 24/7 plan, the transcript and summary are saved there too. **What each Waply plan includes for calls** | | Basic (USD 18) | AI 24/7 (USD 39) | Voice AI (USD 89) | | --- | --- | --- | --- | | Human calls (in and out) + recording | Yes | Yes | Yes | | Recording retention | 90 days | 365 days | 365 days | | Transcript + summary | — | 500 min/month | 750 min/month | | AI voice agents | — | — | 300 managed voice min + 2,000 BYOK min/month | ### Reviewing a call 1. Open the lead and wait for processing to finish. 2. Review the playback, transcript and summary. 3. Verify important details before acting on them. A finished call does not mean the recording or transcript is ready: each has its own processing status. ### Tell customers you record calls Waply does not play an automatic recording announcement. Tell your customers that calls are recorded, following local rules; some jurisdictions, including some US states, require consent from everyone on the call. You can say so when answering, in the permission template or in your privacy policy. This is not legal advice. - [Recording and call intelligence](/docs/recording-intelligence/) ## AI voice agents for WhatsApp calls in Kommo With the Voice AI plan, you set up a calling agent with instructions, language and voice. You choose managed voice or a supported provider with your own key (BYOK). This is Waply's own AI, built on third-party model providers and independent of Kommo's AI. 1. Create a Calls agent and choose its number, language and voice. 2. Choose managed voice or a supported realtime provider with your own key, and test it. 3. Resolve duplicate credentials or routes and publish a single active route. 4. Validate with a test call. Listening to the voice in Preview does not activate calls. > The voice agent cannot transfer calls to a person yet. Your team can follow up from the summary in the lead timeline and call back using the permission from the customer's call. Unlike AI phone-calling tools that place regular phone calls, Waply's voice agent answers WhatsApp calls on your connected business number. Voice AI includes 300 managed voice minutes and 2,000 BYOK connection minutes per month, and you can try it in full during the free 3-day trial. - [Voice agents](/docs/voice-agents/) - [Providers and your own keys](/docs/providers-own-keys/) ## How much do WhatsApp calls from Kommo cost? There are two separate costs: Meta's call charges and your Waply plan. - Meta: incoming calls are free. Outgoing calls are charged in 6-second pulses, based on the country of the number called and monthly volume. The call-permission template is charged as a message. - Waply: Basic USD 18/month, AI 24/7 USD 39/month and Voice AI USD 89/month. Six-month billing is 10% off and yearly billing is 20% off. - Meta charges and your own AI provider (BYOK) charges, when applicable, are billed separately. [Estimate your call costs](/pricing/calculator/) ## Frequently asked questions ### Can you make WhatsApp calls in Kommo? Yes, with an integration that uses Meta's official WhatsApp Business Calling API, such as Waply. With Waply, your team can make and receive WhatsApp calls inside Kommo. Kommo's own WhatsApp integration does not include voice or video calls, and its telephony integrations (such as Twilio) place regular phone calls, not WhatsApp calls. ### Can I receive my customers' WhatsApp calls in Kommo? Yes. With Waply, WhatsApp calls that customers make to your connected number are answered from Kommo, in the browser with a microphone, and logged in the lead timeline. Incoming calls need no prior permission and Meta does not charge for them. ### Do I need the customer's permission to call them on WhatsApp? Yes, for every business-initiated call. With Waply you get it in one of two ways: the customer accepts a call-permission template that Waply sends, or, when the customer calls you first, you automatically get temporary permission to call them back. According to Meta, the customer chooses temporary (7 days) or permanent permission and can revoke it at any time. ### How much do WhatsApp calls cost? Calls that customers make to your business are free. Calls your business makes are charged by Meta based on duration (6-second pulses), the country of the number called and monthly volume. The call-permission template is also charged as a Meta message. These charges are separate from your Waply plan, and you can estimate them with Waply's calculator. ### Can US or Canadian business numbers make WhatsApp calls? They can receive WhatsApp calls but cannot place them. Meta does not offer business-initiated calling for business numbers with United States, Canada, Egypt, Vietnam or Nigeria country codes. The customer being called can be in any country where the Cloud API is available. ### Can I record WhatsApp calls in Kommo? Yes. With Waply, human calls (incoming and outgoing) and their recordings are included in every plan, and the recording is saved in the Kommo lead timeline. Recordings are kept for up to one year depending on the plan: 90 days on Basic and 365 days on AI 24/7 and Voice AI. ### Can an AI agent answer WhatsApp calls in Kommo? Yes, with Waply's Voice AI plan: you set up a calling agent with instructions, language and voice, using managed voice or a supported provider with your own key. The voice agent cannot transfer calls to a person yet, so your team follows up from the summary in the lead timeline. ### Does it work if I use the same number in the WhatsApp Business app (coexistence)? For messaging, yes; for calls, no. Waply can connect coexistence numbers for messaging and all its other features, but Meta does not enable the Calling API on those numbers. To make and receive calls in Kommo, you need a number connected only to Meta's platform. ### How much does Waply cost, and is there a free trial? Basic is USD 18/month, AI 24/7 is USD 39/month and Voice AI is USD 89/month. The free 3-day trial includes everything in Voice AI. Meta charges and your own AI provider charges, when applicable, are billed separately. ## Try WhatsApp calls in your Kommo Install Waply in Kommo and try everything in Voice AI free for 3 days: team calls, recording, transcripts, summaries and AI voice agents. [Install in Kommo](https://api.waply.online/oauth/kommo/website/start?locale=en) — Free 3-day trial with everything in Voice AI. [See plans](/pricing/) ## Sources - [Meta: Cloud API calling](https://developers.facebook.com/documentation/business-messaging/whatsapp/calling) - [Meta: user call permissions](https://developers.facebook.com/documentation/business-messaging/whatsapp/calling/user-call-permissions) - [Meta: calling pricing](https://developers.facebook.com/docs/whatsapp/cloud-api/calling/pricing/) - [Kommo: WhatsApp chats in both Kommo and the app (coexistence)](https://support.kommo.com/docs/manage-whatsapp-chats-in-both-kommo-and-the-app)