Overview
When a WhatsApp Web inbox has calls enabled, you handle calls without leaving the platform, using the in-browser softphone. You can accept, reject, talk with two-way audio, and hang up — all inside the contact's conversation. Beyond voice, the platform supports video calls, group calls (on WhatsApp group conversations), screen sharing, in-call reactions and raised hand, and a live panel with the participants' video mosaic — which you can take fullscreen and rearrange by spotlighting whoever is speaking.
This page is for agents: how to use calls day to day. To enable calls, recording and AI, see the setup guide.
Prerequisites
- A WhatsApp Web inbox with calls enabled by the administrator.
- Microphone permission granted to the browser (the platform asks on the first call).
- Being online on the platform to receive calls.
- A headset with microphone is recommended for better quality.
Step by step
- Receive a call: when the contact calls, a ringing call prompt appears with accept and reject buttons.
- Accept: click Accept. The first time, allow the browser's microphone.
- Talk: audio flows both ways. The call is tied to the contact's conversation.
- Hang up: click Hang up to end the call.
- Reject: if you can't take it, click Reject — the call is logged as rejected.
- Listen to the recording: if recording is on, when the call ends the recording appears in the conversation and you can play it right there.
- Call the contact: open the contact's conversation and use the call action to start an outbound call through the WhatsApp Web inbox.
- Video call: use the video button next to the call button to dial with your camera; on a live voice call, open the live panel and turn the camera on to upgrade to video.
- Group call: on a WhatsApp group conversation, the call button lets you call everyone (up to 31 participants besides you) or choose participants.
- Share your screen: during a call, use the screen share control in the live panel — it replaces your camera while active.
- View fullscreen: in the video panel, use View fullscreen to fill the screen with the mosaic and the controls. Exit fullscreen or the Esc key returns the panel to its normal size; with the panel open, the F key also toggles fullscreen (except while you are typing).
- Spotlight a participant: on the tile of the person you want to follow, use Spotlight — the mosaic becomes a layout with that person large and the others as thumbnails. The spotlighted tile keeps a highlighted border; use Leave spotlight to return to the grid.
- Recover a frozen video: if someone's picture freezes while their audio continues, use Recover video on that person's tile — the picture returns on the next keyframe.
- Ring someone who didn't answer: on a group call, open the Call participants panel. Each person shows their state (On the call, Ringing or Left) and, for anyone not on the call yet, a Ring again action rings only them.
Settings & options
- Accept / Reject / Hang up: softphone controls during the ringing or in-progress call.
- Participants panel: lists who is on the call, who is still ringing and who left, with a per-person ring again action.
- Fullscreen and spotlight: two ways of watching the video — fullscreen enlarges the whole panel; spotlight picks one person for the main area. Both are yours alone; nobody else sees the change.
- Recording in the conversation: when enabled by the administrator, an ended call leaves an audio to listen to inside the conversation.
- Outbound call: start a call from the contact's conversation.
- Logging: every call (answered, rejected or missed) is logged in the conversation and the reports.
Use cases
- Solve a question by voice in the middle of a text conversation, without switching tools.
- Return a missed call directly from the contact's conversation.
- Review later what was agreed by listening to the call recording.
- Follow whoever is presenting on a group call, using spotlight and fullscreen.
- Insist with someone who missed the first ring, without ending the group call.
Tips, limits & best practices
- Video needs a browser with WebCodecs (Chrome, Edge or Safari 16.4+); without it the video button explains why and audio calls keep working.
- WhatsApp calls hold up to 32 people (you + 31 participants); larger groups require picking a subset.
- If a participant's video freezes while their audio continues, use Recover video on that participant's tile — the picture returns on the next keyframe.
- Missed call: if nobody answers (or everyone rejects), it's logged as missed in the conversation; agree with the team who returns it.
- Respect WhatsApp's limits (anti-ban): avoid long sequences of messages and mass calling. WhatsApp has soft limits (for example, around ~240 messages per hour per number) that, if exceeded, raise the risk of being blocked.
- Use a quiet environment and a headset with microphone for a clearer call.
- Keep the paired phone connected to the internet — without an active session, calls won't work.
Troubleshooting
- The call doesn't ring for me: confirm you are online and that the WhatsApp Web inbox is connected.
- No audio or muted microphone: check the browser's microphone permission and the selected audio device.
- I can't call the contact: confirm calls are enabled on the inbox and that the session is connected.
- The recording doesn't appear: recording may be off — confirm with the administrator; it only shows up after the call ends.
- I don't see the video or group call button: the administrator may have turned Video calls or Group calls off on that inbox.
- A participant stays "Ringing" and never joins: use Ring again in the participants panel; if they show up as Left, their call dropped or was ended on their side.
- Fullscreen doesn't enlarge the picture: video keeps its original aspect ratio — on wide screens there are bars on the sides. Spotlighting the participant uses the space better.