## 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.

## 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.

## 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)