Turning On WhatsApp Calling

Turn WhatsApp Calling on or off for a connected number, what changes when you do, who can do it, and what to do if the switch won't change.

Each connection has its own Calling switch. Turning it on enables the WhatsApp Business Calling API for that number with Meta, so customers can call your business over WhatsApp, and it unlocks the Calls page in your dashboard. For how calling works on WhatsApp's side, see Calling on WhatsApp.

Who can turn Calling on#

Action	Admin	Manager
Turn Calling on or off	Yes	No
See whether Calling is on	Yes	Yes
Use the Calls page once it's on	Yes	Yes

The Owner is the Switchboard's first Admin, so the Owner can change it too. The Manager column shows the defaults: an Admin can give a Manager the Manage connections permission, which includes the Calling switch. Without it, the switch is greyed out. See Permissions.

Before you start#

The connection must be Connected. The switch is shown on Connected and Paused connections, and it's turned off for editing while the connection is paused - resume it first.

Turn Calling on#

1
Find the switch
On Connections, find the Calling row on the connection's card. It's also on the connection's own page (click Settings), in its own Calling section.
2
Flip it on
Avox asks Meta to enable calling for this number. The switch stays on only once Meta confirms. The Avox Avatar says "Calling's on."
3
Open Calls
Open Calls in the sidebar. The page now shows the call log and the Request calling permission card.

The Calls page follows your Switchboard's most recently connected number. When you have several connections, turn Calling on for that one to open the page.

What changes when Calling is on#

Customers can call your number from WhatsApp. Each call's events - such as connect and terminate - are logged on Calls and in the Recent calls list on Health.
New callers become contacts. A number that calls you for the first time is added to Contacts.
You can ask customers for permission to call them, with Request calling permission on Calls. WhatsApp requires that permission before a business calls a customer.
Call events appear in Logs under the event type calls. See Logs.

Ways to ask a customer for permission#

WhatsApp needs the customer's permission before your business calls them. Once Calling is on, you can ask in several places:

Calls page

The Request calling permission card: pick a contact and click Send request.

Inbox

Request a call in the chat header of an open conversation.

Automations

The Request a call action asks automatically when an automation fires.

Calling permission template

A Utility template that asks for permission, for customers outside the 24-hour window.

A permission request sent as a normal message follows the 24-hour reply window. Custom message templates can also carry a Call on WhatsApp button - see Buttons.

Turn Calling off#

Flip the same switch off. Avox asks Meta to disable calling for the number, and the avatar says "Calling's off."

With Calling off, the Calls page shows "Calling isn't enabled on this connection yet - turn it on in Connections to start seeing call history here." with an Enable calling in Connections button that opens the connection's page. Calls already logged stay in your history and show again when you turn Calling back on. Permission requests return "Enable calling on this connection first."

If the switch won't change#

When the change doesn't go through, the switch moves back to where it was and you see "Couldn't update calling settings" with "The WhatsApp connection attempt didn't go through." (AVX-3002).

Likely cause	What to do
The switch is greyed out	You don't have the Manage connections permission, or the connection is paused. Ask an Admin, or resume the connection first.
The connection is paused or not connected	Resume or reconnect it on Connections first.
Meta declined the change for this number	Click Check health now on Health and check the number in WhatsApp Manager with Open in Meta. Meta decides which numbers can use calling.
The connection needs to be reconnected	Connect the number again with the setup wizard.

Still stuck? Contact Support with the connection's Phone Number ID from the connection page.

Last updated 12 October 2026