## 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](/hc/ajuda/articles/inboxes-channels-whatsapp-web-calls-setup-en).

## 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

1. **Receive a call**: when the contact calls, a **ringing call** prompt appears with accept and reject
   buttons.
2. **Accept**: click **Accept**. The first time, allow the browser's microphone.
3. **Talk**: audio flows both ways. The call is tied to the contact's conversation.
4. **Hang up**: click **Hang up** to end the call.
5. **Reject**: if you can't take it, click **Reject** — the call is logged as rejected.
6. **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.
7. **Call the contact**: open the contact's conversation and use the **call** action to start an
   outbound call through the WhatsApp Web inbox.
8. **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.
9. **Group call**: on a WhatsApp **group** conversation, the call button lets you **call everyone** (up
   to 31 participants besides you) or **choose participants**.
10. **Share your screen**: during a call, use the **screen share** control in the live panel — it
    replaces your camera while active.
11. **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).
12. **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.
13. **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.
14. **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.

## See also

- [WhatsApp Web calls: enable, recording and AI](/hc/ajuda/articles/inboxes-channels-whatsapp-web-calls-setup-en)
- [Connect WhatsApp Web by QR pairing](/hc/ajuda/articles/inboxes-channels-whatsapp-web-wazmeow-en)
- [Voice channel: calls and AI calls](/hc/ajuda/articles/inboxes-channels-canal-voz-en)
- [Inboxes and channels overview](/hc/ajuda/articles/inboxes-channels-overview-en)