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WhatsApp calling and the business agent

Let customers call you from the WhatsApp chat, and call customers who said yes. You can also turn on Meta's AI agent to answer chats.

#Before you start

  • The number must run as Cloud API only, not in the WhatsApp Business app.
  • Meta must let the number message at least 2,000 people a day. New numbers start lower, so send normal traffic first.
  • A payment method on your workspace, because calls are billed by the minute.
  • Meta blocks calls to customers from numbers registered in the US, Canada, Egypt, Vietnam and Nigeria. Customers can still call those numbers.

#Turn on calling

  1. Open WhatsApp, then Calling, and choose Turn on calling.
  2. Under Where calls ring, pick Phone (a desk phone or a mobile), SIP (a phone system or an AI voice agent) or WebSocket (an agent your developer runs).
  3. Choose the options you want: Record calls, a Max call length, and the countries in Show the call button in.
  4. Copy the Call link. Put it on your website, in emails or behind a QR code. It starts a WhatsApp call to your number.

#Call a customer

WhatsApp needs the customer's permission first.

  1. Choose Call a customer and type the Customer number.
  2. If you have no permission yet, choose Ask for permission. The customer taps Allow in the chat.
  3. Once they allow it, choose Call.

Meta allows one permission request per customer per 24 hours, and two per 7 days. You can only ask while the customer's 24-hour chat window is open.

#The business agent

Meta has its own AI agent for WhatsApp. It answers customers from the facts you give it and hands the chat to your team when it should. Set it up in WhatsApp, then Business agent:

  1. Accept Meta's terms in WhatsApp Manager. Only the business owner can.
  2. Choose Create agent.
  3. Teach it: Business info, FAQs, Websites and files, and Skills (plain rules like "never promise a refund").
  4. Try it on your own phones first with Allowlisted numbers only. Then open it to Every customer.
  5. Set Hand off to a person and, if you like, a Budget cap.

Meta bills the agent's replies to you directly, roughly 4 to 5 US cents a message. Meta only delivers its replies to the public after you add a payment method in Meta's billing settings. When you send a message from Pozy, you take the chat back from the agent.

#Or ask your AI

Turn on WhatsApp calling on my main number. Send calls to +44 20 7946 0000 and record them. Then give me the call link for my website.

#What it costs

  • Pozy: from $0.01 a minute for the call, by country. Recording is $0.004 a minute, only when it is on.
  • Meta: calls customers make to you are free on Meta's side. Calls you make are billed by Meta to your WhatsApp Business Account.
  • The Cost estimate box shows the price before you dial.

#Good to know

  • A consent prompt plays before a recorded call.
  • Your own number (not bought in Pozy) shows a Pozy number as caller ID on forwarded calls until you Verify your caller ID.
  • Turning calling off keeps your settings, so turning it back on needs no setup.

Next: Buy a phone number

Building with the API? The developer guide for this feature.

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