WhatsApp Calling lets your team take and make real-time voice calls inside the same WhatsApp conversation, with no external dialer and no number sharing. It is built for support and sales teams who close faster on a call than over twenty messages. After a successful closed beta, it is now generally available on Web and the mobile app.

▶ Watch the demo: https://watchclueso.com/embed/nr66jh4pyn0my1pz

> When a customer is stuck, frustrated, or ready to buy, a two-minute call beats twenty messages. Now you can make that call without ever leaving the thread.

What's New

📞 Voice, right inside the conversation

• Inbound and outbound calls: Native WhatsApp voice in the conversation view, with no external dialer needed.
• Call buttons: One-click escalation from chat to voice, surfaced right in the conversation.

⏰ Control when and how you take calls

• Business calling hours: Set your available hours, plus a temporarily unavailable mode for breaks and holidays.
• Built-in call permission: Request permission with a template when the service window is closed, or interactively through automation when it is open.

📱 Now on mobile

• Multi-sub-account inbound with zero setup: Receive WhatsApp calls no matter which sub-account is selected, with no per-sub-account configuration. Twilio-based flows require setup for each sub-account.
• One-tap calling: Tap the call button, choose WhatsApp Call, and connect. If a call cannot be placed, you see exactly why.
• Everything in your call logs: Every inbound and outbound WhatsApp call is logged alongside your other calls, and call permissions stay in the thread.

📊 Log and report every call

• Call disposition: Tag the outcome of every WhatsApp call from the Call Summary, then let it trigger the right follow-up automatically. Choose from your customizable disposition list and track results in Call Reporting.

How to Activate

Before you start, each sub-account needs a phone number in connected state, a WABA messaging limit at the 2,000 tier or higher, and a phone number not on coexistence.

On Web

1. Go to Settings > WhatsApp > Calling and select your phone number.
2. Set a Friendly Name and choose who calls ring to under Ring WhatsApp Calls To (up to 6 people).
3. Turn on Allow Voice Calls to make and receive calls.
4. Optionally enable Allow People to Request a Callback for Missed Calls and Display Call Buttons.
5. Set Available Call Hours and Temporarily Unavailable Call Hours to control when you are reachable.

On Mobile

1. Update to HighLevel or LeadConnector v4.18+ (whitelabel apps: request an app update).
2. Open a conversation and tap the call button.
3. Select WhatsApp Call in the Select Call Type sheet and connect.

Ring WhatsApp Calls To

Decide who picks up when a WhatsApp call comes in. Add up to 6 team members to the Ring WhatsApp Calls To list, and an inbound call will ring all of them at once so the first available person can answer. No missed call because one rep stepped away.

You have two ways to route:

• Named users: Add specific people (for example, your Sales Team) who should always receive calls on this number.
• {assigned user} token: Automatically ring the contact's assigned owner, so customers reach the rep who already knows them instead of a general queue.

Use Friendly Name to label each configuration (for example, "Sales Team" or "Front Desk") so numbers stay easy to manage as you scale across sub-accounts.

Call Disposition

Every WhatsApp call ends with a Call Summary, so your team can capture the outcome in one tap and trigger the right next step without leaving the conversation. The moment a call ends, the summary shows the contact, the number, the call status (for example, Completed), and the call duration, then prompts the agent to select a Custom Disposition.

Built-in and fully customizable

Every sub-account starts with default dispositions like No Answer, Lead not interested, Voicemail, Follow Up, Requested Callback, and DND Spam. Sub-account admins can edit these or add their own under Settings > Phone System > Voice > Call Dispositions, up to 10 per sub-account. Agents pick one when the call ends. Logging is optional, and one outcome is saved per call to keep your data clean.

Trigger workflows automatically

Turn an outcome into action. In Automation, add a Call Details trigger, set the filter to Custom Disposition, and choose which outcomes fire which follow-ups, for example send a follow-up SMS or email, book an appointment, or add the contact to a pipeline or campaign.

Track outcomes in reporting

Every disposition is stored and surfaced in Reporting > Call Reporting as a Call Disposition column and filter, so you can see outcomes by user or team and spot patterns (for example, how many calls ended in "Requested Callback").

On mobile too

Custom Dispositions are live on the mobile app for both iOS and Android. Pick the outcome right from the call end screen. Note that on mobile, disposition options appear only when the selected sub-account matches the call's location, so use the Switch option if you take calls across multiple sub-accounts.

Why it matters:

• Cleaner pipeline data: every call outcome is captured at the source, not reconstructed from memory later.
• Instant follow-up: dispositions fire workflows, so the next SMS, task, or appointment happens automatically.
• Better reporting: see how voice calls move leads through your funnel and where they stall.

How Call Permission Works

WhatsApp protects users from unwanted calls, so the rules depend on who starts the call.

When a customer calls you (inbound): No permission is required. As long as Allow Voice Calls is on, customers can call your WhatsApp number any time, from any country where WhatsApp is available.

When you call a customer (business-initiated): You need the customer's permission first. Today, permission is requested through a template message with a call permission request. The customer taps to accept, and you can then call them within the permission window.

When the customer receives the request, they choose how to respond:

• Always allow calls: permanent permission to call them.
• Temporarily allow calls: time-limited permission, valid for 7 days.
• Not now: the request is declined.

Customers can update their preference any time from the business profile, and WhatsApp shows them the date your permission is valid until. Once permission is granted:

• You can place up to 5 connected calls in any 24-hour period during the active window.
• As soon as a call connects, the limits reset and you can request permission again right away.

Guardrails to keep in mind:

• You can send one permission request every 24 hours, and up to two requests in any 7-day period if the customer has not responded.
• If 4 calls in a row go unanswered, permission is automatically revoked and you will need to ask again.

These limits are set by WhatsApp, not by HighLevel.

Where Business-Initiated Calling Is Available

Inbound calls (customers calling you) work everywhere WhatsApp is available. Business-initiated calling (you calling the customer) is available in every location except the USA, Canada, Turkey, Egypt, Vietnam, and Nigeria, where WhatsApp does not currently permit it. In those countries you can still receive inbound WhatsApp calls and display call buttons so customers can reach you with one tap.

Why This Matters

Messaging is becoming the primary channel for customer conversations, and voice is the missing piece that closes the complex or high-intent moments. Keeping the call inside WhatsApp means your team keeps full context and a complete record, instead of pulling customers onto a separate line and losing the thread.

• Faster resolution on complex queries, in one call instead of a long back-and-forth.
• Higher conversion on high-intent leads, reached the moment they are ready to talk.
• Fewer drop-offs from channel switching, with a complete and logged history of every conversation.

Resources

• WhatsApp Calling setup guide
• Call Dispositions guide