How do I get a customer to accept a WhatsApp Calls call? Permission request.
In this article, we tell you why you need call permission to contact your customers from WhatsApp Calls in Atom.
❓Why do I need permission to call from WhatsApp?
Meta requires permission for a voice agent or a human agent to make outbound calls to customers from Atom.
🛠️How call permission works:
When trying to call, Atom will ask the customer for authorization. To request it, you have to go to the upper right menu, to the Phone icon 📞 and click.
If permission has not been requested previously, you will see that the request is pending confirmation (yellow).
The customer must approve the permission (valid for 24 hours). Below is a view of an accepted permission request.
Once approved, the call icon turns green and will appear as Permission Approved.
Otherwise, a rejected permission will be displayed as follows:
IMPORTANT: You can make up to 5 calls per customer every 24 hours.
✅Important points:
If the customer does not approve the permission, you will not be able to call them.
The permission applies only to WhatsApp Calls, not to Twilio.
The call counter resets every 24 hours.
Call permission rules
Permission validity of 7 days. During the validity of the permission, the user can continue interacting with it by accepting or revoking the permission as many times as they want
If a second call permission is sent while another permission is in effect, the previous permission is no longer in effect
The user can send a maximum of 2 call permissions every 7 days and only one permission every 24 hours
The user can call the customer 5 times every 24 hours (maximum 35 calls during the validity of the permission)
The counter of the 5 calls only increases if the customer answered the call (including if it is answered by voicemail)
The user can accept a permanent call permission. This means that it will not be necessary to send a permission again until they revoke the permission
When two consecutive calls are made to the same customer and they do not answer or reject the call, Meta will send an automatic warning to the customer to change the call permission preferences
When 4 consecutive calls are made to the same customer and they do not answer or reject the call, Meta automatically revokes the call permission and it has to be requested again from that customer
Other ways to receive call permission
Each time a customer makes an incoming call, they automatically give a temporary 7-day call permission for the company to call them. However, the permission can be revoked again by the customer or by Meta (4 consecutive missed calls)
An incoming call automatically opens a 24-hour conversation window
The customer can proactively send a call permission to a company at any time without the need for a call permission message to be sent when entering the company's profile on WhatsApp (when clicking on the company name).
☎️When to contact support?
If the permission does not turn green even though the customer has accepted it.
If the call is blocked before completing the 5 allowed.