## 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](/hc/ajuda/articles/inboxes-channels-whatsapp-web-calls-agent-guide-en). ## 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](/hc/ajuda/articles/inboxes-channels-whatsapp-web-wazmeow-en)). - 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 1. Go to **Settings → Inboxes** and open the desired **WhatsApp Web** inbox. 2. Open the **Calling** tab/section. 3. Turn on **Enable calls**. The platform reconnects the session so it starts signaling inbound and outbound calls. 4. (Optional) Turn on **Record calls** to log each call's audio in the conversation. 5. Check the **Video calls** and **Group calls** switches. Both come on; turn off whichever your operation is not going to use yet. 6. (Optional) Turn on **AI auto-answer** and choose the call assistant that will answer. 7. 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. ## See also - [Agent guide for WhatsApp Web calls](/hc/ajuda/articles/inboxes-channels-whatsapp-web-calls-agent-guide-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) - [Inbox settings](/hc/ajuda/articles/inboxes-channels-configuracoes-de-inbox-en)