Answer calls from the inbox
Eligible agents receive the inbound call and can answer, decline, mute or end it from the ChatCol interface.
Voice and conversation in one inbox
WhatsApp Business calling for customer service teams
Receive customer calls and let authorised agents start outbound calls when a current permission exists. ChatCol keeps the call, conversation and operational history in the same workspace.
- Inbound calls
- Permission-based outbound calls
- Multi-agent service
- Connected call history
Voice for the moments when chat is not enough
Add human calls to customer service without separating the contact, conversation and team ownership.
Outbound calls only with current permission
The call button is enabled only after ChatCol verifies that the contact granted permission and no active restriction applies.
Clear ownership across the team
Calls are routed to authorised operators and retain agent attribution for operational follow-up.
History beside the conversation
Review answered, missed, declined, cancelled or failed calls in the inbox, conversation timeline and contact summary.
Controlled activation
How to prepare WhatsApp Calling in ChatCol
Availability depends on your ChatCol plan, connected channel and Meta's current requirements. Calling configuration does not alter or interrupt messaging.
Check the plan and channel
Use a Pro or Enterprise workspace and an eligible WhatsApp Cloud API channel. Coexistence channels are not currently enabled for Calling.
Review configuration and readiness
Check the status reported by Meta, call subscription, operator, microphone and WebRTC connectivity before activating the channel.
Answer or request permission
Answer inbound calls from the inbox. For outbound calls, request permission from the contact or through the matching flow-builder block.
Continue with the history
Review the outcome, connected duration and responsible agent without presenting the event as a message or a recording.
Scope and requirements to understand
ChatCol shows the real state available to each workspace and channel; it does not replace Meta's decisions about eligibility, limits or availability.
- WhatsApp Calling is included from the Pro plan and requires a compatible Cloud API channel enabled for rollout.
- Geographic availability, limits, number requirements and any usage charges depend on Meta's current terms.
- An outbound call can start only after a granted permission has been verified with no active restriction for the contact.
- The current scope is human voice: it does not include recording, transcription, IVR, transfers, SIP or AI voice agents.
When a WhatsApp call adds value
Reserve voice for complex or sensitive conversations and keep chat for information the contact may need to revisit later.
Resolve complex support cases
Let the customer explain a problem by voice and allow the agent to continue afterwards in the same WhatsApp conversation.
Permission-based sales follow-up
Request consent before calling to clarify requirements, review a proposal or continue an opportunity already discussed.
Return missed calls
Identify unanswered attempts, retain their follow-up signal and return the call only when permission state allows it.
WhatsApp Business calling questions
Straightforward answers about availability, permission, channels and operational scope.
What is the WhatsApp Business Calling API?
It is the WhatsApp Business Platform capability for integrating business voice calls into a solution connected to Cloud API. ChatCol brings it into the inbox so teams can handle calls and messages in the same context.
Can I receive and make calls?
Yes, when the workspace, channel and number are eligible. Inbound calls can be answered from the inbox; outbound calls additionally require a current contact permission.
How do I request permission for an outbound call?
ChatCol can send the native request from the conversation or add it to the flow builder. Its state remains pending until WhatsApp reports that the contact granted or declined it.
Which plan includes WhatsApp Calling?
ChatCol includes it from the Pro plan. The subscription does not guarantee that every number is eligible: final availability, limits and possible usage charges depend on Meta.
Does it work with a number connected through Coexistence?
Not in ChatCol's current scope. Calling is enabled only for compatible Cloud API channels while support for other connection modes is expressly validated.
Does ChatCol record or transcribe calls?
No. The current scope retains operational metadata such as direction, outcome, connected duration and agent, but does not record audio or provide transcription, IVR, transfers or AI voice agents.