WhatsApp Calling rides on WhatsApp's own calling system, so a few rules come from WhatsApp and a few from how Chatmo routes calls to your team. Here's everything in one place.
Number eligibility
| Requirement | Detail |
|---|---|
| WhatsApp Cloud API | Calling works only on Cloud API numbers. |
| 1,000+ messaging tier | The number must have reached the 1,000+ messaging tier. |
| Not Coexistence | WhatsApp Coexistence numbers can't use calling — settings are read-only. |
| Enabled per channel | Calling must be switched on in the channel's Calls settings. |
If calling looks unavailable, open the channel's Calls tab — Chatmo states the exact reason at the top (wrong number type, tier not reached, or Coexistence).
Agents and availability
- To start a live voice call, your status must be set to Available.
- If no agent is available when a customer calls, Chatmo automatically declines the call and sends your Unavailable auto-reply.
- Availability is shared across your team in real time, so the system knows who can take a call.
Permission to call customers
Before your business can place an outbound call, the customer has to grant call permission. This is controlled entirely by the customer — only they can grant or revoke it, at any time. (A Customer-Initiated call needs no prior permission: the customer starts it by tapping a button you send.)
How a customer grants permission
| Way | How it works |
|---|---|
| Permission request | You send a message (custom or template) asking to call. The customer chooses to allow temporarily or permanently. |
| Callback (automatic) | When the customer calls your business, they automatically grant temporary permission — as long as Callback permission is enabled on the channel. |
| Business Profile | The customer turns permission on directly from your WhatsApp Business profile. |
Temporary vs permanent
| Type | How long it lasts |
|---|---|
| Temporary | 7 days (168 hours) from the moment the customer approves. |
| Permanent | Never expires — but the customer can still revoke it anytime. |
How the customer can respond to a request
- Allow → you can call within the window (7 days for temporary, ongoing for permanent).
- Don't allow (decline) → you can't call until you send a new request. The customer can still change their mind and allow, up until the request expires.
- No response → the request expires on its own after 7 days.
Sending a new permission request immediately cancels any earlier pending request to that customer.
When a permission request expires
A pending request expires the moment any of these happens first:
- The customer interacts with a newer request you sent.
- 7 days pass after the customer accepted or declined it.
- 7 days pass after delivery if the customer never responds.
Limits to keep in mind
WhatsApp enforces these limits (per business number ↔ customer pair) to protect people from unwanted calls:
| Limit | Value |
|---|---|
| Permission requests | Max 1 per 24 hours and 2 per 7 days. |
| Connected calls | Max 100 connected calls per 24 hours, per business number. |
| Reset | The request limits reset once any call (business- or customer-initiated) connects between you and the customer. |
Unanswered calls
These apply to Business-Initiated calls that go unanswered — whether the customer misses or rejects them:
- 2 consecutive unanswered calls → WhatsApp sends the customer a message suggesting they reconsider the permission they granted.
- 4 consecutive unanswered calls → the permission is automatically revoked, and you'd have to send a new permission request.
Repeatedly calling a customer who doesn't pick up costs you the permission entirely. Space out your attempts, and lean on a fresh permission request (or a Customer-Initiated call) when you're unsure they're available.
The 24-hour window
- You can send a custom message with a call request only within 24 hours of the customer's last message.
- After 24 hours, you must use an approved template.
- Call-request templates can't use a media header yet — choose a text-only template.
Call hours
- With Call Hours off, your business is available 24/7.
- With them on, you need a timezone and at least one weekly time slot; you can also block out holidays.
- WhatsApp validates these — incomplete hours are rejected, and Chatmo shows the error inline.
Recording, transcript, and summary
- Every connected call is recorded automatically.
- The recording, transcript, and AI summary each move through processing → ready after the call ends, so they may take a moment to appear.
- All three live on the call's details page; the transcript is searchable and downloadable.
Settings you change on the Calls tab (permissions, hours, auto-reply) are synced to WhatsApp. A brief "sync pending" state is normal right after saving.
What's next
- Turning On WhatsApp Calls — set these rules up.
- Making & Answering Calls — put it all to use.