## Overview

> **WhatsApp Cloud feature.** Call permission is a **Meta** requirement on the **WhatsApp Cloud (official API)** channel. WhatsApp Web has no such step — there the call goes out directly.

Before you can call a contact over WhatsApp Cloud, **Meta requires the contact to allow** receiving calls.
When the agent clicks the call button and the contact hasn't allowed it yet, the platform opens the
**Request call permission** dialog, where the agent **edits the text** the contact will receive, with a
**live preview** of the WhatsApp permission card and a **1,024-character** limit (Meta's limit).

The message sent is **mirrored into the conversation as a real outgoing message** — the agent sees exactly
what was sent and its delivery status, just like any other message.

The contact's answer is fully recorded: **accept** (temporary, with an expiry date, or permanent) and also
**decline**. In both cases the platform posts a line in the conversation and notifies the agent in real
time.

## Prerequisites

- A connected **WhatsApp Cloud** inbox.
- **Calls enabled** on the inbox (**Settings → Inboxes → (inbox) → Calling**).
- The contact with a **valid WhatsApp number** in the conversation.
- The **account language** set in **Settings → Account → Language** — it defines the default text the
  contact reads.

## Step by step

1. Open the contact's conversation and click the **call button**.
2. If the contact **already granted permanent permission**, no request is sent — the call goes out
   directly.
3. Otherwise the **Request call permission** dialog opens with a message already filled in.
4. **Edit the message** explaining why you want to call. The counter shows usage of the **1,024-character**
   limit, and **Preview** shows the card as the contact will see it (*"Can {your business} call you?"*).
5. Click **Send request**. The message appears in the conversation as an **outgoing message**, with
   delivery status.
6. **Wait for the answer.** When the contact replies, you get a notification and the conversation records
   the outcome.
7. **If they accept**: the status changes to allowed and you can use **Call now**.
8. **If they decline**: the conversation records the decline and you are **free to send a new request
   immediately**, without waiting the 5 minutes.

## Settings & options

- **Default text follows the account language**: the suggested text follows the **account language**
  (**Settings → Account → Language**), **not** the agent's dashboard language. That way an agent running
  an English dashboard doesn't send an English request to a Brazilian customer.
- **Per-inbox default**: in **Settings → Inboxes → (inbox) → Calling**, the **Call permission request
  message** field sets that inbox's default text. When filled, it **wins** over the language default.
  Leave it blank to use the default.
- **Edit at send time**: the dialog's text can be changed on every request — the default is only the
  starting point.
- **1,024-character limit**: the platform **refuses** a longer text instead of truncating it, so your
  message is never sent half-finished.
- **Permission status** shown in the conversation:

| Status | Meaning |
|---|---|
| Calls not allowed | The contact hasn't allowed calls yet (or declined). You must request it. |
| Calls allowed until *(date)* | **Temporary** permission — expires on the date shown. |
| Calls always allowed | **Permanent** permission — you can call without requesting again. |

- **The permission belongs to the contact**, not to the conversation: a new conversation with the same
  contact already knows about the permission.
- **WhatsApp button in the composer**: on Cloud inboxes it is **always available**, even with no approved
  templates. With no templates it opens straight on the **Interactive** tab — the **Flows**,
  **Interactive** and **Catalog** tabs stay reachable.

### Turning calling off and the "Also turn off calling on Meta" option

When you switch off **Enable WhatsApp Calling** on the **Calls** tab, the platform asks for confirmation.
By default, turning calling off applies **only on the platform**: agents stop placing and receiving calls,
but calling stays enabled on your WhatsApp Business account at Meta, and the contact may still see the call
button in WhatsApp.

The confirmation includes the **Also turn off calling on Meta** option, which is **unchecked** by default.
Check it when you want Meta to switch calling off for the number as well, so the contact no longer sees the
call button.

- The platform turns calling off here first and only then sends the change to Meta.
- If Meta rejects the change (for example, because of an expired token or a missing permission), calling
  stays off on the platform and you see a warning with Meta's reply. In that case, try again later or turn
  calling off directly in Meta Business Manager.
- The option only appears on **WhatsApp Cloud** inboxes. **WhatsApp Web** inboxes never change anything on
  Meta.
- **Hybrid number (Coexistence + WhatsApp Web)**: the confirmation shows a warning. If you also turn calling
  off on Meta, calls may stop reaching the WhatsApp Business app on the paired phone. Calls through the
  WhatsApp Web connection are not changed by this option.
- To receive calls again, switch **Enable WhatsApp Calling** back on: the platform re-enables calling on
  Meta too. On a hybrid number it does not: switching calling back on here does not re-enable it on Meta,
  so re-enable it in Meta Business Manager.

## Use cases

- Explain the reason for the call ("let's confirm the delivery address for your order") to increase the
  chance of acceptance.
- Standardize the text per operation or brand in the inbox field, keeping the company's tone of voice.
- Continue serving by message when the contact declines the call.
- Call directly, with no request at all, for contacts who already granted permanent permission.

## Tips, limits & best practices

| Limit | Value |
|---|---|
| Message length | 1,024 characters (Meta's limit) |
| New request in the same conversation | 1 every 5 minutes |
| Per-contact quota | Set by Meta — once spent, you must wait for the window to roll |

- Write a **short and specific** text: the contact reads this message right above the permission card, and
  a clear reason increases acceptance.
- A **decline unblocks** the next request right away, but that's no invitation to insist — respect the
  contact's choice and continue by message.
- Watch the **expiry date** of a temporary permission: after it, you have to request again.
- Meta's quota is **per contact**. Firing requests back to back burns the quota and blocks even the
  customer who would have accepted.
- **WhatsApp Web** has no permission step — if your operation uses both channels, don't mix up the flows.

## Troubleshooting

- **"Request already sent"**: there is a recent request in this conversation. The dialog tells you in how
  many minutes you can send another — or wait for the contact to answer.
- **"The permission request limit for this contact has been reached"**: **Meta's quota** for that contact
  is spent. Re-sending won't help; wait for the window to roll.
- **"The permission request message is too long"**: shorten the text to 1,024 characters and send again.
- **"This contact has already allowed calls"**: nothing was sent because it wasn't needed — just call.
- **The contact declined**: the conversation shows the decline and the status goes back to *Calls not
  allowed*. You can request again later.
- **I don't see the call button**: confirm the inbox is **WhatsApp Cloud** and that **calls are enabled**
  on the inbox's **Calling** tab.
- **The request went out in another language**: the default text follows the **account language** — adjust
  it in **Settings → Account → Language** or fill in the inbox default.
- **The message doesn't show in the conversation**: the message is only posted after Meta confirms the
  send; if the request failed, an error is shown instead.

- **I turned calling off, but the contact still sees the call button**: the default disable applies only on
  the platform. Turn calling off again with **Also turn off calling on Meta** checked, or turn it off in Meta
  Business Manager.
- **A warning says Meta did not accept the change**: calling is already off on the platform. Read Meta's
  reply shown in the warning, fix the cause (token or permission), and try again.

## See also

- [WhatsApp Inbox Suite: Templates, Flows and Calls](/hc/ajuda/articles/inboxes-channels-whatsapp-inbox-suite-en)
- [WhatsApp Cloud with Embedded Signup](/hc/ajuda/articles/inboxes-channels-whatsapp-cloud-embedded-signup-en)
- [WhatsApp Web calls: enable, recording and AI](/hc/ajuda/articles/inboxes-channels-whatsapp-web-calls-setup-en)
- [Voice channel: calls and AI calls](/hc/ajuda/articles/inboxes-channels-canal-voz-en)