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How-to guideCalling

Make a call

Call a customer on WhatsApp from their chat, once they've allowed calls.

2 minutesAgents and team leadsUpdated

WhatsApp lets you call a customer only after they allow it. With Callback permission on in Settings > Calling, customers who call you allow you to call them back.

Call

Section titled “Call”
  1. Open the customer’s chat and click the phone icon at the top. Point at it first to see whether you can call: for example Always allowed to call.
  2. If Soosh asks, enter a Call purpose, or click Skip & call.

If they haven’t allowed calls yet

Section titled “If they haven’t allowed calls yet”

Clicking the phone icon asks them first. The chat shows Asked to allow calls, and they choose in WhatsApp. When they allow it, the chat shows Allowed calls; click the phone icon again to call.

  • If they wrote to you in the last 24 hours, the request goes in the chat, free.
  • If not, Soosh sends your call permission template instead.

Result

Section titled “Result”

The call starts, and the card shows Calling…, then Ringing…. If they don’t answer, click Try again, or Message to send your “we tried to call you” message.

WhatsApp limits how many calls you can make to each customer a day; the phone icon tells you when you reach it. After 4 unanswered calls in a row, WhatsApp removes the permission.

Section titled “Related”