Overview
A WhatsApp Web inbox can receive and place voice, video and group calls directly from the platform. The agent answers in an in-browser softphone (accept, reject, hang up, and two-way audio), and every call is logged in the contact's conversation, alongside the messages.
Beyond traditional calls, the WhatsApp Web inbox offers two optional features you turn on in settings: recording the call (which plays back inside the conversation) and AI auto-answer, where an assistant answers the call for you. Video and group calls have their own per-inbox switch, so you can release each one at your operation's pace.
This page is for administrators: how to enable calls, recording and AI on a WhatsApp Web inbox. For day-to-day usage, see the agent guide for calls.
Prerequisites
- An administrator role to configure the inbox.
- A WhatsApp Web inbox already created and in the connected state (see Connect WhatsApp Web by QR pairing).
- The voice/calls feature enabled for your account — it's optional; if the calling tab doesn't appear, confirm the enablement with the operator.
- The WhatsApp Web connection service must have calls enabled. When you turn calls on, the session is reconnected so it starts signaling calls — this is normal and takes a few seconds.
- For AI auto-answer, the artificial intelligence features enabled on the account.
- An up-to-date browser and microphone permission granted by the agent who will answer.
Step by step
- Go to Settings → Inboxes and open the desired WhatsApp Web inbox.
- Open the Calling tab/section.
- Turn on Enable calls. The platform reconnects the session so it starts signaling inbound and outbound calls.
- (Optional) Turn on Record calls to log each call's audio in the conversation.
- Check the Video calls and Group calls switches. Both come on; turn off whichever your operation is not going to use yet.
- (Optional) Turn on AI auto-answer and choose the call assistant that will answer.
- Save. Make a test call and confirm it appears in the contact's conversation.
Settings & options
- Enable calls: turns on voice handling for the inbox. Required to receive and place calls.
- Record calls: records the call audio; when it ends, the recording becomes available to listen to inside the conversation itself.
- Video calls (
calls.video_enabled): releases camera and screen sharing on this inbox. It shows up only on WhatsApp Web inboxes and is on by default. When off, the video button disappears for agents and an attempt to turn the camera on is refused with a notice — audio calls keep working. - Group calls (
calls.group_calls_enabled): lets agents start calls on WhatsApp group conversations. It also shows up only on WhatsApp Web inboxes and is on by default. When off, the call button is not offered on group conversations. - AI auto-answer: an AI assistant answers the call automatically. Use it when you want triage or handling without depending on an available human agent.
- Agent microphone: each agent grants the browser's microphone permission on the first call.
Use cases
- Serve customers over WhatsApp calls without leaving the conversation, with history and assignment.
- Keep call recordings for review, quality or training.
- Let AI answer calls after hours or during demand spikes.
- Run a video demo, or bring the customer and their team together on a group call.
Tips, limits & best practices
- A WhatsApp call holds up to 32 people (you + 31 participants). On larger groups the agent picks a subset of up to 31 to call.
- Video needs a browser with WebCodecs (Chrome, Edge or Safari 16.4+) on the agent's computer. Without it, video is unavailable for that agent and audio calls keep running normally.
- Turning Video calls or Group calls off does not drop anything in progress: it applies to the next calls.
- When you enable or disable calls, wait for the session to reconnect before testing.
- Recording: notify participants when your policy requires it; treat recordings as sensitive data.
- Keep the paired phone connected to the internet — without an active session there are no calls.
- Respect WhatsApp's limits (anti-ban): avoid abnormal volumes of messages and back-to-back calls.
Troubleshooting
- I don't see the Calling tab: the voice feature may not be enabled for your account — talk to the operator.
- I enabled it but no call rings: confirm the inbox is connected and that the session reconnected after turning calls on.
- The recording doesn't appear: check that Record calls is on; the recording is only available after the call ends.
- The agent doesn't see the video button: check the Video calls switch on this inbox and the agent's browser (Chrome, Edge or Safari 16.4+).
- I can't call on a group conversation: check the Group calls switch; if the group has more than 32 people, the agent must select up to 31 participants.
- AI doesn't answer: confirm the AI features are enabled and that AI auto-answer is on with an assistant selected.