> ## Documentation Index
> Fetch the complete documentation index at: https://chatbotx.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# WhatsApp Calling
> Learn how to configure WhatsApp Calling on ChatbotX: receive calls, request call permissions, record calls, view transcripts, generate AI summaries, and manage call history.
**WhatsApp Calling** is a real-time two-way voice communication solution powered by the Meta WhatsApp Cloud API and WebRTC technology, seamlessly integrated into ChatbotX. This feature enables businesses to turn their WhatsApp Business phone numbers into an online voice support hub: receive incoming calls from customers, place outbound calls directly from the Inbox, automatically record conversations, transcribe speech into text, and generate AI summaries.
Key benefits of WhatsApp Calling include:
* **Accelerate Consultations and Sales:** Connect voice-to-voice with potential buyers right when their interest is peak, resolving complex questions quickly.
* **Centralized Communication:** Manage both text messages and voice calls within a single, unified conversation thread per contact.
* **Comprehensive Quality Assurance:** Store call recordings, review timestamps in transcripts, and inspect AI summaries to understand customer needs.
* **Intelligent Fallback Routing:** Automatically steer callers to chatbot flows or capture callback requests outside business hours.
**Meta Prerequisites and Policy Restrictions for WhatsApp Business Calling:**
Meta enforces strict platform policies to protect user experience and prevent unsolicited calls:
* **Messaging Limit Tier:** Your WhatsApp Business phone number must be at least **Tier 2 (minimum 2,000 conversations per 24 hours)** or be a registered Sandbox test number. Numbers on Tier 1 (1,000 conversations/day) cannot enable calling features yet.
* **Error Code 138000 (Calling eligibility):** If your number has not reached Tier 2 or has not been enabled for Cloud API Calling by Meta, the system displays an error banner with code 138000. Complete Meta Business Verification in Meta Business Suite to unlock higher tiers.
* **Call Button Sync Delay:** When you toggle on the customer call button, Meta applies the setting on servers immediately, but individual customer WhatsApp mobile apps may take up to **7 days** to display the call button.
* **Request Call Permission Requirement:** Businesses cannot place unsolicited outbound calls to customers without prior consent. Meta restricts call permission requests to a maximum of **1 request per 24 hours** and **no more than 2 requests per 7 days** per customer.
## Configure Calling on WhatsApp Channel
To activate and configure calling settings for your WhatsApp phone number, follow these steps:
From the left navigation menu in ChatbotX, go to **Settings** and select the **Channels** tab. In the **WhatsApp** section, click the **Manage** button next to the phone number you wish to configure.
In the channel management view, select the **Calls** tab. Switch the **Enable calling** toggle to the on (blue) position to activate calling capabilities for this number.
If your phone number is not yet eligible, a red notice will appear under **Calling eligibility** showing error code 138000. Once your account reaches Meta's Tier 2 messaging threshold, this warning will automatically clear.
Once calling is enabled, configure your preferred operational settings:
* **Accept incoming calls:** Enable to let customers call your WhatsApp number. If turned off, agents can still make outbound calls from the Inbox, but inbound calls will not ring.
* **Show call button to customers:** Shows the voice call button in the customer's WhatsApp profile and chat header.
* **Ask to call back:** Automatically sends a message asking for permission to call back after a missed call or when a call concludes.
* **Record calls:** Automatically saves the audio of calls answered or placed in the Inbox directly to the conversation.
When **Record calls** is turned on, two advanced options appear:
* **Recording retention (days):** Set how many days call recordings are stored (defaults to 90 days). After this period, audio files are permanently purged to optimize storage.
* **Transcribe calls:** Enables automated speech-to-text transcription of each recorded call. This option requires call recording to be enabled.
The **Call hours** feature lets you define operational hours and control customer experiences when your team is away:
* Turn on **Only accept calls during call hours (optional)** to activate the schedule.
* **Timezone (optional):** Select your company's operating time zone (e.g., Asia/Ho\_Chi\_Minh).
* **Weekly Schedule (Monday to Sunday):**
* Specify open and close hours for each day (e.g., 09:00 to 17:00).
* Click the plus `+` icon to add multiple shift intervals within a single day.
* Mark weekend off-days as **Closed**.
* Each day ends at 23:59. To remain open past midnight, add remaining hours to the following day.
When customers call outside business hours, WhatsApp automatically suggests switching to text chat or submitting a callback request (if Ask to call back is enabled), and shows when the business will be open next.
Click **Save** at the bottom to apply all changes.
## Handle Calls Directly in the Inbox
Agents can receive inbound calls from customers or place outbound calls directly within the ChatbotX web Inbox using in-browser WebRTC audio streaming.
### Receive Inbound Calls from Customers (Incoming Call)
When a customer taps the call button in their WhatsApp mobile app, the call rings live in the ChatbotX Inbox in real time:
* **Notification in the Conversation List:** A prominent red **Ringing** badge appears on the calling contact's row, accompanied by two quick-action buttons: a green phone icon to answer the call and a red phone icon to reject it immediately.
* **Floating Incoming Call Widget:** A call widget surfaces in the bottom right corner showing **INCOMING CALL**, the contact name, `Incoming WhatsApp call...`, and a live ringing timer.
* **Call Actions:**
* **Answer (green button):** Connects the call instantly in your web browser and starts automatic call recording.
* **Reject (red button):** Declines the call when agents are unavailable or busy.
### Request Call Permission
Before placing an outbound call to a WhatsApp user, agents must request permission per Meta's policy:
1. In the Inbox, open the conversation with the WhatsApp contact you want to call.
2. Click the phone call icon in the top right header of the chat panel.
3. The **Request call permission** modal opens:
* Customize the message in the **Message** field to suit your communication context.
* Note Meta's restriction: at most 1 request per 24 hours and 2 requests per 7 days per customer.
4. Click **Send** to deliver the request to the customer.
### Floating Call Widget and Live Call States
* **Customer Approval:** When the customer approves, the conversation displays `Accepted call permission request`. The call button is now unlocked for outbound dialing.
* **Ringing State (Calling):** A green floating call widget appears in the bottom right corner showing **CALLING...**, the contact name, and a `Recording requested` indicator. Click the red **End** button to cancel the call if needed.
* **Active Call State (On Call):** Once the customer answers, the widget switches to **ON CALL** with a live call timer.
* **Mute:** Toggle microphone audio on or off.
* **End:** Disconnect and complete the call.
* Minimize and expand buttons at the top corner allow agents to navigate other customer chats while maintaining the active voice call.
* **Declined Calls:** If the customer is busy or declines, the chat displays `Declined voice call` along with a **Call back** action button.
## Manage Recordings, Transcripts, and AI Summaries
Once a call ends, all call media and analytical data are synced immediately to the conversation thread:
### Listen to Recordings, Transcripts, and AI Summaries
An **Audio call** message card appears directly in the conversation thread displaying call duration and the agent name:
* An embedded media player allows agents to play, pause, seek, and adjust playback volume.
* Two action buttons appear below the player: **Transcript** and **AI Summary**. Clicking either button opens the **Call Information** slide-over drawer from the right:
* **Transcript Tab:**
* Displays full dialogue transcribed into written text.
* Each statement is tagged with a timestamp and speaker attribution (agent or contact).
* Use the **Search transcript...** input to pinpoint specific keywords or topics discussed without listening through the entire audio.
* **AI Summary Tab:**
* AI automatically extracts core highlights, customer issues, resolutions discussed, and follow-up action items.
## Workspace Call History Hub (Calls)
The **Calls** menu item on the main left sidebar serves as the **Unified Call Management Hub** for your entire workspace, aggregating calls across both **WhatsApp Call** and **Messenger Call**.
### Smart Filters and Segmentations
The top toolbar offers comprehensive filtering capabilities:
* **Status Filters:**
* **All calls:** Shows all workspace call logs.
* **Missed:** Filters inbound calls missed by agents for immediate follow-up.
* **No reply:** Filters outbound calls where customers did not pick up.
* **Channel / Inbox Filter:** Filter logs by individual WhatsApp numbers or connected Facebook pages.
* **Agent Filter:** Filter logs by specific agents to review individual performance.
### Comprehensive Call Log Data
The call table provides structured operational data:
* **Contact:** Customer avatar and name.
* **Inbox:** Name of the receiving channel/account.
* **Direction & Status:** Identifies `Inbound` or `Outbound` calls alongside visual badges:
* **Answered (blue badge):** Call successfully connected and completed.
* **Declined voice call:** Customer actively declined the call.
* **Cancelled call:** Call cancelled by agent before connection.
* **No answer:** Customer did not answer after ringing.
* **Agent:** Name of the agent who handled the call (displays a dash for missed/declined calls).
* **Duration:** Total call duration (e.g., 0:09, 0:12).
* **Date:** Exact date and timestamp.
* **In-Line Audio Player:** For `Answered` calls, an audio player is embedded directly within the table row for instant playback.
* **Quick Actions:**
* Click **Open conversation (↗)** to navigate straight into the contact's chat in the Inbox.
* Click **Info (ⓘ)** to open the Call Information drawer for transcripts and AI summaries.