Before anyone can make or answer a call, you turn calling on for the WhatsApp number itself. That's done once, per channel, in the channel's Calls settings. After that, each agent sets up their own ringtone and microphone.
This page walks through both — the channel setup (admin) and the personal setup (every agent).
Part 1 — Enable calling on the channel
1. Open the channel's Calls tab
Go to Channel → WhatsApp Business, open the number you want, and switch to the Calls tab.
Calling is only available on WhatsApp Cloud API numbers at the 1,000+ messaging tier. If your number uses WhatsApp Coexistence, you'll see a notice at the top and the settings will be read-only — Coexistence doesn't support calling.
2. Turn on "Enable WhatsApp Call"
This is the master switch — "Turn this on to let customers and your team make WhatsApp voice calls on this number." Everything else on the page depends on it.
Two related options sit just below:
| Setting | What it does |
|---|---|
| Call Icon Visibility in Customer | Shows the call button to customers in their WhatsApp chat. |
| Callback permission | Asks customers to allow callbacks. Once they grant it, you can call them back without asking again. |
3. Set the "Unavailable" auto-reply
When a customer calls but no agent is online, Chatmo declines the call and sends a message instead — so the customer isn't left wondering.
- Send auto-reply when no agent is available — toggle it on.
- Auto-reply message — write what gets sent (up to 1,024 characters). The default is:
Sorry, all our agents are currently unavailable. Our team will get back to you shortly.
Keep this friendly and specific — tell the customer what happens next (e.g. "we'll call you back within an hour"). It's the first thing they hear when they can't reach you.
4. Set your Call Hours (optional)
By default your business is treated as available 24/7. Turn on Call Hours if you'd rather only take calls at certain times.
- Timezone — pick your zone (Jakarta, Singapore, London, New York, and more).
- Weekly Operating Hours — set per-day time slots. Defaults to 09:00–17:00, Monday–Friday.
- Holiday Schedule — add dates (with time ranges) when calls should be unavailable.
5. Save
Click Save Settings. Your settings sync to WhatsApp in the background.
Call Hours are validated by WhatsApp. If you enable them without a timezone or without at least one weekly time slot, the save is rejected and Chatmo shows the error inline so you can fix it.
Part 2 — Set up your own ringtone and mic
Each agent does this once, from their personal settings — go to Settings → Call.
Inbound Call Ringtone
- Play a ringtone for incoming calls — leave on to hear a ring; turn off to receive calls silently.
- Ringtone — choose a sound from the list, and use the Preview (play/pause) button to hear it.
- Click Save Settings.
Microphone
Use Test Microphone to make sure your mic works before a real call comes in. While testing, a level bar moves as you speak ("Microphone is working").
Run the mic test once. The first time you accept a call, your browser asks for microphone access — testing here first means that prompt won't surprise you mid-call. Microphone access needs a secure (HTTPS) connection, and nothing is recorded during the test.
What's next
- Making & Answering Calls — now that calling is on, start using it.
- Requirements & Limits — eligibility and the fine print.