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Overview

WhatsApp Business with Conduit enables users to receive calls in the web application. Making outbound calls is not currently supported. Calling is switched off by default on every WhatsApp number, and it is turned on at Meta, not in Conduit. Until it is on, guests who tap the call button see “This business is not accepting calls” and no call reaches Conduit.

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Before you start

Meta only allows calling on numbers with a messaging limit of 2,000 or higher. New numbers start at 250, and the calls option stays unavailable until the limit is raised. To raise the limit, complete Meta Business Verification in Meta Business Settings under Security Center. Meta can also raise it once you’ve sent enough high-quality template messages; see Meta’s messaging limits. You can see your current limit in WhatsApp Manager under Account tools > Phone numbers.

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Meta Business Setup

Start receiving calls by following these steps:

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1. Go to Meta Business

Visit the Meta Business settings page at business.facebook.com

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2. Visit “WhatsApp accounts”

Navigate to the WhatsApp accounts section in your Meta Business settings.

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3. Visit WhatsApp Manager

Locate your WhatsApp Business Account and access WhatsApp Manager.

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4. Enable Calls

In WhatsApp Manager:
  • Go to Account tools > Phone numbers
  • Click the gear icon next to your number
  • Open the Calls tab and turn on calling
The call button and your calling hours are set in the same tab.
The calls option only appears once your messaging limit is 2,000 or higher, and the number must already be connected to Conduit.

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Route WhatsApp calls in Conduit

Once calling is on at Meta, WhatsApp calls ring in the Conduit web app through the incoming call banner. To control who they ring, add your WhatsApp number to a call group in Settings > Call groups. WhatsApp calls to that number then ring the group’s members.