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WhatsApp Business Calling lets you talk to customers over voice inside WhatsApp — from the OTPIQ inbox — without sharing a personal phone number. This guide explains how calling works, what you need before you start, and why call permission matters for outbound calls.
Calling is available on WhatsApp Business accounts connected to OTPIQ. If you have not connected an account yet, follow How to connect WhatsApp API.

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What is WhatsApp Business Calling?

WhatsApp Business Calling is Meta’s voice feature for the WhatsApp Business Platform. In OTPIQ, agents answer and place calls from the WhatsApp inbox in the browser using WebRTC (your microphone and speakers). There are two call directions:
DirectionWho starts the callPermission required?Typical use
User-initiatedThe customer calls your business numberNo extra permission from youSupport, sales follow-up after the customer taps Call
Business-initiatedYour team calls the customer from the inboxYes — the customer must grant call permission firstProactive support, order help, scheduled callbacks
Incoming (user-initiated) calls ring in the OTPIQ inbox when your WhatsApp number is connected and calling is enabled. Outbound (business-initiated) calls always need prior customer consent.

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What you need

Before you can use WhatsApp calling in OTPIQ, confirm the following:

Connected WhatsApp account

A WhatsApp Business account and phone number linked to your project via embedded signup.

Calling enabled

Voice calling must be enabled on the business phone number. OTPIQ configures this for connected accounts; contact support if the call button never appears.

Browser and microphone

Use a modern desktop browser and allow microphone access. Outbound calls cannot start without a working mic.

Project credit (outbound)

Business-initiated calls are billed per minute. Prepaid projects need enough balance to cover at least one minute before dialing.
For business-initiated calls you also need:
  1. An approved call permission request template
  2. The customer’s Accept response (temporary or permanent)
  3. Permission that is still valid when you dial (temporary grants expire)

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Call permission explained

WhatsApp does not let businesses cold-call customers. For outbound WhatsApp calls, the recipient must explicitly allow your business to call them.

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How customers grant permission

  1. You send a call permission request template from OTPIQ.
  2. WhatsApp shows the customer Accept and Decline actions automatically (you do not add buttons yourself).
  3. If they Accept, they can choose:
    • Temporary — usually valid for about 7 days
    • Permanent — until they revoke it in WhatsApp settings
  4. The reply appears in the inbox conversation (granted, declined, and expiry when temporary).
  5. After Accept, use the Call button in that chat to place the call.
If you try to call before permission is granted — or after temporary permission expires — OTPIQ blocks the call and prompts you to send a permission request first.

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Call permission request templates

A call permission request is a special WhatsApp template type. Meta rules for this template:
RuleDetail
CategoryMust be Utility (fixed by Meta)
BodyRequired — explain why you want to call
Header / footerOptional text only (no media header)
ButtonsNot allowed — WhatsApp adds Accept / Decline for you
VariablesYou can use {{1}}, {{2}}, … in header or body (for example order ID or name)
ApprovalMust be Approved by Meta before you can send it
Example body text: 
We would like to call you to help support your request. May we call you?
You can customize the wording for your brand, as long as it clearly asks for permission to call.

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Set up business-initiated calling

1

Connect WhatsApp to OTPIQ

Complete embedded signup so your WABA and phone number appear in the project.
2

Create a call permission template

In the dashboard, open your WhatsApp templates and create a new template with type Call permission.
  • Category is locked to Utility
  • Write a clear body (and optional header/footer)
  • Submit for Meta review
Wait until the template status is Approved before sending it to customers.
3

Send the request to a contact

Open the conversation in the WhatsApp inbox and send the approved call permission template.If you press Call without permission, OTPIQ opens a dialog where you can select an approved template and send it immediately.
4

Wait for Accept

When the contact taps Allow, the conversation shows that call permission was granted (temporary with an expiry, or permanent).
5

Place the call

Click Call in the chat. Allow microphone access when the browser asks, then wait for the customer to answer.

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Receiving customer calls

When a customer calls your WhatsApp business number:
  1. An incoming call notification appears in the OTPIQ inbox.
  2. An agent accepts or rejects the call.
  3. On accept, the browser sets up the voice session (microphone required).
  4. Either side can end the call; the conversation timeline records the call event.
User-initiated calls do not require a call permission template. Permission is only for when your business starts the call.

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Pricing and billing

Business-initiated WhatsApp calls are charged per minute, based on the destination market of the number you call.
  • Billing starts when the call is answered and connected.
  • Duration is rounded up to whole minutes (a short answered call still bills at least one minute).
  • Prepaid projects must have enough credit for at least the first minute before dialing; if balance runs out during a call, the call may be ended automatically.
  • Rates depend on the callee’s country/market — check the rate shown in the inbox when you start an outbound call.
Incoming (user-initiated) call handling in the inbox does not use the same outbound per-minute charge model. Focus outbound budget planning on business-initiated calls.

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Common issues

The contact has not granted permission yet, or temporary permission expired. Send an approved call permission request template and wait for Accept, then call again.
Create a Call permission template under WhatsApp templates, submit it, and wait for Meta to mark it Approved. Pending or rejected templates cannot be sent for calling consent.
Allow microphone access in the browser. Use a stable network. Corporate firewalls that block WebRTC/STUN can prevent call setup — try another network or contact OTPIQ support if calls never connect.
Top up your project balance. Outbound calls need enough prepaid credit for at least one minute at the destination rate before dialing.
You cannot place a business-initiated call until they Accept a new request. Send another permission template only when it is appropriate (for example after they ask for a callback).

Connect WhatsApp API

Link your WhatsApp Business account to OTPIQ with embedded signup.

WhatsApp messaging limits

Understand quality ratings and daily messaging tiers for your number.

Connection errors

Fix currency, payment method, and WABA errors during signup.

What is WhatsApp Business API?

Overview of templates, categories, and how the platform works.
If you need help enabling calling on a number or reviewing a stuck permission template, contact info@otpiq.com or WhatsApp 9647501580221.