Calls

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What is this?

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What can I do here?

• Answer or decline an incoming WhatsApp call, wherever you are in the app.
• Place a call to a customer from their conversation in the Inbox, after they’ve given call permission.
• During a call: mute your microphone, end the call, and — in the full-screen layout — switch the speaker on and put the call on hold.
• View the call history table for the active WhatsApp channel, with Contact, Direction, Status, Duration, Time, and Handled By columns.
• See summary counts for the whole channel: Total Calls (all inbound and outbound call records), Missed Calls (calls that ended before being answered), Attended Calls (answered conversations with duration).
• Filter calls using the tiles or the All / Missed / Attended / Incoming / Outgoing filter buttons.
• Search by contact, phone number, direction, or handler using the search box.
• Click the refresh button to reload call history.
• The list updates automatically in real time as calls happen.

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How to use it

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Turn on calling for a number

1. Go to Channels and open the WhatsApp card — see Channels.
2. Click the Call Settings icon on the WhatsApp card.
3. In Configure Call Settings, switch on Enable Calling (“Allow voice calls on this phone number”). Calling must be enabled on your business phone number before you can make or receive calls on WhatsApp.
4. Optionally adjust Callback Permission (prompt users with a call permission request after missed/connected calls), Call Icon Visibility (Default (Show) or Hide All, which controls whether the call button appears in WhatsApp chats), and Call Hours (restrict incoming calls to your business operating hours, with a Timezone, Weekly Operating Hours, and Holiday Schedule).

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Answer an incoming call

1. When a customer calls, an Incoming WhatsApp call prompt appears with the caller’s name or number (or Unknown caller). A ring sound plays and, if you’ve allowed browser notifications, your browser shows a notification saying the caller is calling.
2. Click Answer to take the call, or Decline to dismiss it. Your browser asks for microphone access the first time — allow it.
3. If the conversation is assigned to you, the call rings for you first; if nobody picks it up within a few seconds it rings for the rest of the channel’s team. Once one person answers, the prompt disappears for everyone else.
4. During the call you’ll see Active call with the caller’s name, a running timer, and the controls. The layout depends on your screen: on a wide desktop browser it is a compact card; on a phone-sized screen or in the mobile app it is full screen with more controls.

   Control	Where	What it does
   Mute microphone / Unmute microphone	Desktop card	Stops or resumes sending your voice.
   End call	Desktop card	Hangs up.
   Mute / Unmute	Full-screen layout	Stops or resumes sending your voice.
   Speaker / Speaker on	Full-screen layout	Switches the speaker on or off.
   Hold / Resume	Full-screen layout	Puts the call on hold (the screen shows Call on hold) and resumes it.
   End	Full-screen layout	Hangs up.

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Place an outgoing call

1. Open the customer’s conversation in the Inbox. The conversation must be assigned to you — otherwise the call button says “Join chat to make calls”.
2. Click the phone button in the conversation header.
   • If the customer has already allowed calls, the button reads Call Now (with “(temporary permission)” if the permission isn’t permanent) and the call starts right away.
   • If not, it reads Request Call Permission. A dialog opens: write a Message to Customer (up to 1024 characters) and click Send Request. The customer receives a call permission request on WhatsApp, and once they approve you can call.
3. While the call is connecting you’ll see Outgoing voice call with Connecting…, then Ringing…. Click End to cancel. When the customer answers, the Active call panel and timer appear.

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Review call history

1. Go to WhatsApp → Calls.
2. Review the status tiles at the top for a quick summary of total, missed, and attended calls. These totals cover the whole channel, not just the page you’re looking at.
3. Use the filter buttons (All, Missed, Attended, Incoming, Outgoing) to narrow the list to a specific type of call. The filter applies to every page of results.
4. Use the search box to find calls by contact name, phone number, direction, or the teammate who handled the call. Search looks through the calls on the page you’re viewing.
5. Scan the table for call details:
   • The Status column shows Missed or Attended as a colored pill.
   • The Duration column shows call length (e.g. 2:15), or Missed if the call was never answered.
   • The Handled By column shows which teammate attended the call, or Unknown if unattended.
   
6. Use the page controls at the bottom to move through older calls or change how many show per page, and click the refresh button at any time to pull the latest call records.

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Troubleshooting / Technical Notes

• “Microphone blocked” / “Allow microphone access to use WhatsApp calls.” Your browser or device is blocking the microphone. Allow microphone access for Sky Free in your browser or phone settings, then try again. “Could not access the microphone for this call.” means no working microphone was found.
• “Voice relay (TURN) is not configured, so calls cannot connect. Ask your administrator to set it up.” Your platform administrator needs to add the Twilio TURN details in WhatsApp OAuth.
• “WhatsApp calling is not available for this channel.” Calling isn’t enabled on this number. Turn on Enable Calling in Call Settings, and check that your plan includes WhatsApp Calling.
• “This channel is not ready for calling yet.” The channel’s WhatsApp connection is incomplete. Check the channel on Channels.
• “You are already on a call.” End your current call before starting or answering another.
• “You are offline. Reconnect and try again.” Check your internet connection.
• “The voice connection was lost.” / “Could not establish the voice connection.” The audio link dropped or couldn’t be set up, usually a network or firewall issue. Try again, and ask your administrator to confirm the voice relay (TURN) is configured.
• “This call has already ended.” / “Another device already answered this call.” The caller hung up, or a teammate or another of your devices picked it up first.
• “Call failed” or “Call disconnected” appears when a call ends. The message under it says why. If it keeps happening, contact Support.
• The call button says “Request Call Permission” even though the customer called me. Permission is per customer. Send a request; calls are allowed once they approve.
• I can’t see the Calls page. You need the inbox:view permission and a plan with WhatsApp Calling.
• The call history is empty. Calls appear after you start receiving or making WhatsApp calls on the active channel.

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Related docs

• Channels
• Inbox
• WhatsApp overview