Business-initiated calls

Overview

The Calling API supports making calls to WhatsApp users from your business. The user dictates when calls can be received by granting call permissions to the business phone number.

Call sequence diagram

( Right click image and choose “Open in new tab” for enlarged image) Note: The ACCEPTED call status webhook will typically always arrive after the call has been established. It is primarily sent for call event auditing.

Prerequisites

Before you get started with business-initiated calling, ensure that:

Subscribe to the “calls” webhook field
Calling APIs are enabled on your business phone number

Lastly, before you can call a WhatsApp user, you must obtain their permission to do so. Learn how to obtain WhatsApp user calling permissions here

Business-initiated calling flow

Part 1: Obtain permission to call the WhatsApp user

Obtaining call permissions from the WhatsApp user can be done in one of the following ways:

Send a call permission request message

You can request call permissions by sending the WhatsApp user a permission request, either as a free form message during an open customer service window, or by using a template message that contains the request.

Enable `callback_permission_status` in call settings

When callback_permission_status is enabled, the user automatically provides call permission to your business when they place a call to you. Learn how to enable callback_permission_status

WhatsApp user grants permanent permissions

The user can also grant permanent permissions to the business at any time through their business profile.

Part 2: Your business initiates a new call to the WhatsApp user

Now that you have user permission, you can initiate a new call to the WhatsApp user in question. You can now call the POST <PHONE_NUMBER_ID>/calls endpoint with the following request body to initiate a new call:

POST &lt;PHONE_NUMBER_ID&gt;/calls
\{
  "messaging_product": "whatsapp",
  "to":"12185552828", // The WhatsApp user's phone number (callee)
  "action":"connect",
  "session" : {
      "sdp_type" : "offer",
      "sdp" : "<<RFC 8866 SDP>>"
  }
}

If there are no errors, you will receive a successful response:

\{
  "messaging_product": "whatsapp",
  "calls" : [\
     "id" : "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA", // The WhatsApp call ID\
   ]
}

Note: Response with error code 138006 indicates a lack of a call request permission for this business number from the WhatsApp user.

Part 3: You establish the call connection using webhook signaling

After successful initiation of a new call, you will receive a Call Connect webhook response that contains an SDP Answer from Cloud API. Your business will then apply the SDP Answer from this webhook to your WebRTC stack in order to initiate the media connection.

\{
    "entry": [\
        {\
            "changes": [\
                {\
                    "field": "calls",\
                    "value": {\
                        "calls": [\
                            {\
                                "biz_opaque_callback_data": "TRx334DUDFTI4Mj", // Arbitrary string passed by business for tracking purposes\
                                "session": {\
                                    "sdp_type": "answer",\
                                    "sdp": "<RFC 8866 SDP>"\
                                },\
                                "from": "13175551399", // The business phone number placing the call (caller)\
                                "connection": {\
                                    "webrtc": {\
                                        "sdp": "<RFC 8866 SDP>"\
                                    }\
                                },\
                                "id": "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA", // The WhatsApp call ID\
                                "to": "12185552828", // The WhatsApp user's phone number (callee)\
                                "event": "connect",\
                                "timestamp": "1749196895",\
                                "direction": "BUSINESS_INITIATED"\
                            }\
                        ],\
                        "metadata": { // ID and display number for the business phone number placing the call (caller)\
                            "phone_number_id": "436666719526789",\
                            "display_phone_number": "13175551399"\
                        },\
                        "messaging_product": "whatsapp"\
                    }\
                }\
            ],\
            "id": "366634483210360" // WhatsApp Business Account ID associated with the business phone number\
        }\
    ],
    "object": "whatsapp_business_account"
},

You then receive an appropriate status webhook, indicating that the call is RINGING, ACCEPTED, or REJECTED:

\{
  "entry": [\
    {\
      "changes": [\
        {\
          "field": "calls",\
          "value": {\
            "statuses": [\
              {\
                "id": "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA", // The WhatsApp call ID\
                "type": "call",\
                "status": "[RINGING|ACCEPTED|REJECTED]", // The current call status\
                "timestamp": "1749197000",\
                "recipient_id": "12185552828" // The WhatsApp user's phone number (callee)\
              }\
            ],\
            "metadata": { // ID and display number for the business phone number placing the call (caller)\
              "phone_number_id": "436666719526789",\
              "display_phone_number": "13175551399"\
            },\
            "messaging_product": "whatsapp"\
          }\
        }\
      ],\
      "id": "366634483210360" // WhatsApp Business Account ID associated with the business phone number\
    }\
  ],
  "object": "whatsapp_business_account"
}

Part 4: Your business or the WhatsApp user terminates the call

Both you or the WhatsApp user can terminate the call at any time. You call the POST <PHONE_NUMBER_ID>/calls endpoint with the following request body to terminate the call:

POST &lt;PHONE_NUMBER_ID&gt;/calls
\{
  "messaging_product": "whatsapp",
  "call_id": "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA", // The WhatsApp call ID
  "action" : "terminate"
}

If there are no errors, you will receive a success response:

\{
  "success" : true
}

When either the business or the WhatsApp user terminates the call, you receive a Call Terminate webhook:

\{
  "object": "whatsapp_business_account",
  "entry": [\
    {\
      "id": "366634483210360", // WhatsApp Business Account ID associated with the business phone number\
      "changes": [\
        {\
          "value": {\
            "messaging_product": "whatsapp",\
            "metadata": { // ID and display number for the business phone number placing the call (caller)\
              "phone_number_id": "436666719526789"\
              "display_phone_number": "13175551399",\
\
            },\
            "calls": [\
              {\
                "id": "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA",\
                "to": "12185552828", // The WhatsApp user's phone number (callee)\
                "from": "13175551399", // The business phone number placing the call (caller)\
                "event": "terminate",\
                "direction": "BUSINESS_INITIATED",\
                "timestamp": "1749197480",\
                "status": ["Failed", "Completed"],\
                "start_time": "1671644824", // Call start UNIX timestamp\
                "end_time": "1671644944", // Call end UNIX timestamp\
                "duration": 480 // Call duration in seconds\
              }\
            ]\
          },\
          "field": "calls"\
        }\
      ]\
    }\
  ]
}

Endpoints for business-initiated calling

Initiate call

Use this endpoint to initiate a call to a WhatsApp user by providing a phone number and a WebRTC call offer.

Request Syntax

POST &lt;PHONE_NUMBER_ID&gt;/calls

Placeholder	Description	Sample Value
`<PHONE_NUMBER_ID>` Integer	Required The business phone number from which you are initiating a new call from. Learn more about formatting phone numbers in Cloud API	`+12784358810`

Request body

\{
  "messaging_product": "whatsapp",
  "to": "14085551234",
  "action": "connect",
  "session": {
    "sdp_type": "offer",
    "sdp": "<<RFC 8866 SDP>>"
  },
  "biz_opaque_callback_data": "0fS5cePMok"
}

Body parameters

Parameter	Description	Sample Value
`to` Integer	Required The number being called (callee)	`“17863476655”`
`action` String	Required The action being taken on the given call ID. Values can be `connect` \| `pre_accept` \| `accept` \| `reject` \| `terminate`	`“connect”`
`session` JSON object	Optional Contains the session description protocol (SDP) type and description language. Requires two values: `sdp_type` — ( String) Required ”offer”, to indicate SDP offer `sdp` — ( String) Required The SDP info of the device on the other end of the call. The SDP must be compliant with RFC 8866. Learn more about Session Description Protocol (SDP) View example SDP structures	`https<br />"session" :<br />{<br />"sdp_type" : "offer",<br />"sdp" : "<<RFC 8866 SDP>>"<br />} <br />`
`biz_opaque_callback_data` String	Optional An arbitrary string you can pass in that is useful for tracking and logging purposes. Any app subscribed to the “calls” webhook field on your WhatsApp Business Account can receive this string, as it is included in the `calls` object within the subsequent Call Terminate Webhook payload. Cloud API does not process this field. Maximum 512 characters	`“0fS5cePMok”`

Success response

\{
  "messaging_product": "whatsapp",
  "calls" : [{\
     "id" : "wacid.ABGGFjFVU2AfAgo6V",\
   }]
}

Error response

Possible errors that can occur:

Invalid phone-number-id
Permissions/Authorization errors
Request format validation errors, e.g. connection info, sdp, ice
SDP validation errors
Calling restriction errors

View Calling API Error Codes and Troubleshooting for more information View general Cloud API Error Codes here

Terminate call

Use this endpoint to terminate an active call. This must be done even if there is an RTCP BYE packet in the media path. Ending the call this way also ensures pricing is more accurate. When the WhatsApp user terminates the call, you do not have to call this endpoint. Once the call is successfully terminated, a Call Terminate Webhook will be sent to you.

Request syntax

POST <PHONE_NUMBER_ID/calls

Parameter	Description	Sample Value
`<PHONE_NUMBER_ID>` Integer	Required The business phone number which you are terminating a call from. Learn more about formatting phone numbers in Cloud API	`18274459827`

Request body

\{
  "messaging_product": "whatsapp",
  "call_id": "wacid.ABGGFjFVU2AfAgo6V-Hc5eCgK5Gh",
  "action": "terminate"
}

Body parameters

Parameter	Description	Sample Value
`call_id` String	Required The ID of the phone call. For inbound calls, you receive a call ID from the Call Connect webhook when a WhatsApp user initiates the call.	`“wacid.ABGGFjFVU2AfAgo6V-Hc5eCgK5Gh”`
`action` String	Required The action being taken on the given call ID. Values can be `connect` \| `pre_accept` \| `accept` \| `reject` \| `terminate`	`“terminate”`

Success response

\{
  "messaging_product": "whatsapp",
  "success" : true
}

Error response

Possible errors that can occur:

Invalid call id
Invalid phone-number-id
The WhatsApp user has already terminated the call
Reject call is already in progress
Permissions/Authorization errors

View Calling API Error Codes and Troubleshooting for more information View general Cloud API Error Codes here

Webhooks for business-initiated calling

With all Calling API webhooks, there is a ”calls” object inside the ”value” object of the webhook response. The ”calls” object contains metadata about the call that is used to action on each call placed or received by your business. To receive Calling API webhooks, subscribe to the “calls” webhook field. Learn more about Cloud API webhooks here

Call connect webhook

A webhook notification is sent in near real-time when a call initiated by your business is ready to be connected to the whatsapp user (an SDP Answer). Critically, the webhook contains information required to establish a call connection via WebRTC. Once you receive the Call Connect webhook, you can apply the SDP Answer received in the webhook to your WebRTC stack in order to initiate the media connection.

\{
  "object": "whatsapp_business_account",
  "entry": [\
    {\
      "id": "&lt;WHATSAPP_BUSINESS_ACCOUNT_ID&gt;",\
      "changes": [\
        {\
          "value": {\
            "messaging_product": "whatsapp",\
            "metadata": {\
              "display_phone_number": "16315553601",\
              "phone_number_id": "&lt;PHONE_NUMBER_ID&gt;"\
            },\
            "contacts": [\
              {\
                "profile": {\
                  "name": "&lt;CALLEE_NAME&gt;"\
                },\
                "wa_id": "16315553602"\
              }\
            ],\
            "calls": [\
              {\
                "id": "wacid.ABGGFjFVU2AfAgo6V-Hc5eCgK5Gh",\
                "to": "16315553601",\
                "from": "16315553602",\
                "event": "connect",\
                "timestamp": "1671644824",\
                "direction": "BUSINESS_INITIATED",\
                "session": {\
                  "sdp_type": "answer",\
                  "sdp": "<<RFC 8866 SDP>>"\
                }\
              }\
            ]\
          },\
          "field": "calls"\
        }\
      ]\
    }\
  ]
}

Webhook values for `"calls"`

Placeholder	Description
`id` String	A unique ID for the call
`to` Integer	The number being called (callee)
`from` Integer	The number of the caller
`event` Integer	The calling event that this webhook is notifying the subscriber of
`timestamp` Integer	The UNIX timestamp of the webhook event
`direction` String	The direction of the call being made. Can contain either: `BUSINESS_INITIATED`, for calls initiated by your business. `USER_INITIATED`, for calls initiated by a WhatsApp user.
`session` JSON object	Optional Contains the session description protocol (SDP) type and description language. Requires two values: `sdp_type` — ( String) Required ”offer”, to indicate SDP offer `sdp` — ( String) Required The SDP info of the device on the other end of the call. The SDP must be compliant with RFC 8866. Learn more about Session Description Protocol (SDP) View example SDP structures
`contacts` JSON object	Profile information of the callee. Contains two values: `name` — The WhatsApp profile name of the callee. `wa_id` — The WhatsApp ID of the callee.

Call status webhook

This webhook is sent during the following calling events:

Ringing: When the WhatsApp user’s client device begins ringing
Accepted: When the WhatsApp user accepts the call
Rejected: When the call is rejected by the WhatsApp user. You’ll also receive the call terminate webhook in this case

The Webhook structure here is similar to the Status webhooks used for the Cloud API messages.

\{
  "object": "whatsapp_business_account",
  "entry": [\
    {\
      "id": "&lt;WHATSAPP_BUSINESS_ACCOUNT_ID&gt;",\
      "changes": [\
        {\
          "value": {\
              "messaging_product": "whatsapp",\
              "metadata": {\
                   "display_phone_number": "16315553601",\
                   "phone_number_id": "&lt;PHONE_NUMBER_ID&gt;",\
              },\
              "statuses": [{\
                    "id": "wacid.ABGGFjFVU2AfAgo6V",\
                    "timestamp": "1671644824",\
                    "type": "call"\
                    "status": "[RINGING|ACCEPTED|REJECTED]",\
                    "recipient_id": "163155536021",\
                    "biz_opaque_callback_data": "random_string",\
               }]\
          },\
          "field": "calls"\
        }\
      ]\
    }\
  ]
}

Learn more about Cloud API status webhooks

Webhook values for `"statuses"`

Placeholder	Description
`id` String	A unique ID for the call
`timestamp` Integer	The UNIX timestamp of the webhook event
`recipient_id` Integer	The phone number of the WhatsApp user receiving the call
`status` Integer	The current call status. Possible values: `RINGING`: Business initiated call is ringing the user `ACCEPTED`: Business initiated call is accepted by the user `REJECTED`: Business initiated call is rejected by the user
`biz_opaque_callback_date` String	Arbitrary string your business passes into the call for tracking and logging purposes. Will only be returned if provided through Initiate New Call API requests

Call terminate webhook

A webhook notification is sent whenever the call has been terminated for any reason, such as when the WhatsApp user hangs up, or when the business calls the POST /<PHONE_NUMBER_ID>/calls endpoint with an action of terminate or reject.

\{
  "object": "whatsapp_business_account",
  "entry": [\
    {\
      "id": "&lt;WHATSAPP_BUSINESS_ACCOUNT_ID&gt;",\
      "changes": [\
        {\
          "value": {\
              "messaging_product": "whatsapp",\
              "metadata": {\
                   "display_phone_number": "16505553602",\
                   "phone_number_id": "&lt;PHONE_NUMBER_ID&gt;",\
              },\
               "calls": [\
                {\
                    "id": "wacid.ABGGFjFVU2AfAgo6V-Hc5eCgK5Gh",\
                    "to": "16315553601",\
                    "from": "16315553602",\
                    "event": "terminate"\
                    "direction": "BUSINESS_INITIATED",\
                    "biz_opaque_callback_data": "random_string",\
                    "timestamp": "1671644824",\
                    "status" : [FAILED | COMPLETED],\
                    "start_time" : "1671644824",\
                    "end_time" : "1671644944",\
                    "duration" : 120\
                }\
              ],\
              "errors": [\
                {\
                    "code": INT_CODE,\
                    "message": "ERROR_TITLE",\
                    "href": "ERROR_HREF",\
                    "error_data": {\
                        "details": "ERROR_DETAILS"\
                    }\
                }\
              ]\
          },\
          "field": "calls"\
        }\
      ]\
    }\
  ]
}

Webhook values for `"calls"`

Placeholder	Description
`id` String	A unique ID for the call
`to` Integer	The number being called (callee)
`from` Integer	The number of the caller
`event` Integer	The calling event that this webhook is notifying the subscriber of
`timestamp` Integer	The UNIX timestamp of the webhook event
`direction` String	The direction of the call being made. Can contain either: `BUSINESS_INITIATED`, for calls initiated by your business. `USER_INITIATED`, for calls initiated by a WhatsApp user.
`start_time` Integer	The UNIX timestamp of when the call started. Only present when the call was picked up by the other party.
`end_time` Integer	The UNIX timestamp of when the call ended. Only present when the call was picked up by the other party.
`duration` Integer	Duration of the call in seconds. Only present when the call was picked up by the other party.
`biz_opaque_callback_date` String	Arbitrary string your business passes into the call for tracking and logging purposes. Will only be returned if provided through an Initiate Call API request or Accept Call request
`errors.code` Integer	The `errors` object is present only for failed calls when there is error information available. Code is one of the calling error codes

SDP overview and sample SDP structures

Session Description Protocol (SDP) is a text-based format used to describe the characteristics of multimedia sessions, such as voice and video calls, in real-time communication applications. SDP provides a standardized way to convey information about the session’s media streams, including the type of media, codecs, protocols, and other parameters necessary for establishing and managing the session. In the context of WebRTC, SDP is used to negotiate the media parameters between the sender and receiver, enabling them to agree on the specifics of the media exchange. View SDP sample structures for business-initiated calls On This Page Business-initiated calls Overview Call sequence diagram Prerequisites Business-initiated calling flow Part 1: Obtain permission to call the WhatsApp user Part 2: Your business initiates a new call to the WhatsApp user Part 3: You establish the call connection using webhook signaling Part 4: Your business or the WhatsApp user terminates the call Endpoints for business-initiated calling Initiate call Terminate call Webhooks for business-initiated calling Call connect webhook Call status webhook Call terminate webhook SDP overview and sample SDP structures

Overview

Getting started

Business setup

Messages

Embedded signup

Flows

Calling

Groups

Payments

Catalogs

Marketing messages

Click to WhatsApp ads

Solution providers

API reference

Pricing

Policies

Other

Support

​Business-initiated calls

​Overview

​Call sequence diagram

​Prerequisites

​Business-initiated calling flow

​Part 1: Obtain permission to call the WhatsApp user

​Send a call permission request message

​Enable callback_permission_status in call settings

​WhatsApp user grants permanent permissions

​Part 2: Your business initiates a new call to the WhatsApp user

​Part 3: You establish the call connection using webhook signaling

​Part 4: Your business or the WhatsApp user terminates the call

​Endpoints for business-initiated calling

​Initiate call

​Request Syntax

​Request body

​Body parameters

​Success response

​Error response

​Terminate call

​Request syntax

​Request body

​Body parameters

​Success response

​Error response

​Webhooks for business-initiated calling

​Call connect webhook

​Webhook values for "calls"

​Call status webhook

​Webhook values for "statuses"

​Call terminate webhook

​Webhook values for "calls"

​SDP overview and sample SDP structures

Business-initiated calls

Overview

Call sequence diagram

Prerequisites

Business-initiated calling flow

Part 1: Obtain permission to call the WhatsApp user

Send a call permission request message

Enable `callback_permission_status` in call settings

WhatsApp user grants permanent permissions

Part 2: Your business initiates a new call to the WhatsApp user

Part 3: You establish the call connection using webhook signaling

Part 4: Your business or the WhatsApp user terminates the call

Endpoints for business-initiated calling

Initiate call

Request Syntax

Request body

Body parameters

Success response

Error response

Terminate call

Request syntax

Request body

Body parameters

Success response

Error response

Webhooks for business-initiated calling

Call connect webhook

Webhook values for `"calls"`

Call status webhook

Webhook values for `"statuses"`

Call terminate webhook

Webhook values for `"calls"`

SDP overview and sample SDP structures