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WhatsApp Calling is a voice calling (VoIP) capability provided by the WhatsApp Business Cloud API. It lets businesses have real-time voice conversations with customers directly in WhatsApp. YCloud supports two call types:
  • Inbound calls: customers call your business.
  • Outbound calls: your business calls customers after receiving permission.

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Billing

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Inbound calls

Inbound calls are free, whether or not your business answers.

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Outbound calls

  • Charges are based on the connected duration.
  • One billing unit is 6 seconds. Any partial unit is rounded up.
  • The rate depends on the country code of the customer’s phone number.
For example, if the rate for Indonesia is USD 0.0242 per minute and a connected call lasts 9 seconds: Billing = 2 units × USD 0.0242 ÷ 10 = USD 0.00484 See WhatsApp Calling pricing for current country-level rates.

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User-initiated calls (inbound)

Customers can start a call in three ways.

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1. Call button in WhatsApp

Enable the call icon for your business number so customers can call from the conversation or business profile. YCloud product screenshot Generate a call-in link and place it on your website, in an email, or in a WhatsApp message. YCloud product screenshot

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3. Call-in button in a message

Add a call-in button to a message template or interactive message. YCloud product screenshot

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Business-initiated calls (outbound)

Before using outbound WhatsApp Calling, your business account must meet these requirements:
  1. The Business Portfolio messaging limit has reached the 2,000-customer tier.
  2. The business number’s registered country or region is not:
    • United States (+1)
    • Canada (+1)
    • Türkiye (+90)
    • Egypt (+20)
    • Vietnam (+84)
    • Nigeria (+234)
Businesses must obtain customer permission before initiating a call. Permission can be requested with a Calling Request template message or an interactive message. After the customer selects Allow, the business can call while the permission remains valid. YCloud product screenshot

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Choose an integration method

YCloud supports two ways to use WhatsApp Calling. Choose the method that matches your implementation.

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HTTPS API integration

To build inbound or outbound calling with the API, contact your YCloud representative to enable Calling. See the WhatsApp Calling API example. Use the Calling workspace in the YCloud console for agent-based calling.

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Enable Calling for a business number

Each business number can enable or disable Calling independently. Go to WhatsApp accounts, open the settings for the business number, and select Calling > Authority. Turn on the Calling feature.
Calling authority page for a YCloud demonstration number

Open Calling > Authority to manage calling, icon visibility and outbound access.

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Show the inbound call icon

In the Calling authority settings, enable the call icon so customers can call from their WhatsApp conversation or your business profile. Even when the icon is hidden, customers may still call through a message that contains a call button.
WhatsApp Business Number settings showing Calling Authority and Call icon visibility enabled.

In Calling > Authority, control whether the WhatsApp call icon is visible to customers.

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Configure outbound calling access

In the business number settings, use Calling > Authority to choose which agents can initiate outbound calls with that number.
This restriction applies to outbound calls placed in the YCloud console. Calls initiated through the API are not restricted by this console setting.
Full Calling Authority settings page showing the Outbound calls section and Add members control.

Find Agents and teams under Outbound calls, then select Add members to manage console access.