ChatMaxima Docs

WhatsApp Voice - Make and Receive WhatsApp Calls in ChatMaxima

Enable voice calling on your WhatsApp Business number so agents can receive customer calls and place business-initiated calls, all from the ChatMaxima inbox.

Overview

WhatsApp Voice lets your team handle voice calls on your WhatsApp Business number directly inside ChatMaxima. Customers can call your business from within a WhatsApp chat, and your agents answer, talk, and end the call from the same inbox they use for messages. Your business can also call a customer back, once the customer has given permission.

Calling runs on top of an existing WhatsApp Cloud API number. If you have not connected a number yet, set up WhatsApp Cloud API first, then return here to switch calling on.

How calling works

There are two directions of calls:

DirectionWho starts itPermission needed
Inbound (user-initiated)The customer taps the call button inside the WhatsApp chatNone. Available wherever WhatsApp calling is offered.
Outbound (business-initiated)Your agent places the call from the inboxThe customer must first grant your business call permission.

Prerequisites

Before you enable calling, make sure you have:

  • A WhatsApp Cloud API number already connected to ChatMaxima
  • Calling enabled on that number in your WhatsApp Business Account
  • For outbound (business-initiated) calls, a number that meets Meta's calling eligibility: an approved business display name, sufficient messaging tier, and a customer in a supported region

Note: Inbound calling works as soon as calling is enabled on the number. Business-initiated calling has extra eligibility requirements set by Meta and is only available in certain regions.

Step 1: Enable voice calling on your number

  1. Go to Settings > Channels in the dashboard
  2. Select WhatsApp (Voice) to open the WhatsApp Voice settings
  3. Find the connected WhatsApp Cloud API number you want to use. By default it is in a Deactivated state
  4. Click Actions > Enable Voice Calling

Once enabled, the number's status changes to active and it is ready to receive customer calls.

Step 2: Receive an inbound call

When a customer starts a call from their WhatsApp chat:

  1. A call alert appears at the top of the inbox for the agents on that number
  2. Click Answer to accept the call
  3. Talk to the customer through your browser's microphone and speakers
  4. Click End Call to hang up. The call also ends on the customer's WhatsApp

Tip: Allow microphone access in your browser the first time you answer a call, or the audio will not connect.

Step 3: Place an outbound call

To call a customer, open their conversation and use the WhatsApp voice call action in the contact panel. This opens the Voice Call dialog with two options:

Invite to call

Send the customer a "Call on WhatsApp" button. When they tap it, they place a call to your business (this counts as an inbound call, so no permission is required).

Request permission to call

To call the customer yourself, you first need their permission:

  1. Open the Request permission to call tab and send the request
  2. The customer receives an Allow / Decline prompt in their chat
  3. Once they allow, the dialog shows the permission status and expiry, and a Call customer button appears
  4. Click Call customer to place the call

Permission and call limits

Call permissions and calls are governed by Meta's limits, per business number and customer pair:

LimitValue
Temporary permission duration7 days (168 hours) from the customer's approval
Permanent permissionDoes not expire until the customer revokes it
Connected callsUp to 100 every 24 hours
Permission requests1 per 24 hours, 2 within 7 days

Note: These limits reset when a connected call (inbound or outbound) is made between your business and the customer. If a business-initiated call goes unanswered repeatedly, Meta may automatically revoke the granted permission.

Troubleshooting

The call alert does not appear in the inbox

  1. Confirm WhatsApp Voice is enabled on the number under Settings > Channels
  2. Reload the inbox so the latest calling assets load
  3. Make sure the agent is assigned to, or has access to, that WhatsApp number

The call stays on "Connecting"

  1. Check that your browser has microphone permission
  2. Try a different network if you are behind a restrictive firewall
  3. Reload the page and answer the call again

"Call customer" does not place the call

  1. Confirm the customer's permission is still granted and not expired
  2. Business-initiated calls require an eligible number (approved display name, sufficient messaging tier) and a customer in a supported region
  3. If Meta reports a payment or eligibility issue, review your WhatsApp Business Account billing and calling settings

Next Steps

On this page

OverviewHow calling worksPrerequisitesStep 1: Enable voice calling on your numberStep 2: Receive an inbound callStep 3: Place an outbound callInvite to callRequest permission to callPermission and call limitsTroubleshootingThe call alert does not appear in the inboxThe call stays on "Connecting""Call customer" does not place the callNext Steps