Since July 15, 2025, Meta allows making and receiving voice calls through the WhatsApp API. This feature is now fully operational within ManyContacts and lets you improve your customer support directly from the platform.

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✅ Requirements

To enable voice calls, you need:

1. An active WhatsApp API account connected.

2. Your business verified in Meta Business Manager.

3. Go to your ManyContacts panel and activate calls at:

   👉 https://app.manycontacts.com/settings/channels

   (See screenshot below)

   

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🔁 How it works

🔹 Outbound Calls

• When you click the call button in a WhatsApp conversation in ManyContacts, an authorization request is automatically sent to the customer.
• This authorization is mandatory according to Meta’s policies.
• Once accepted, you can call them for the next 7 days.

💡 Tip: The authorization arrives as a WhatsApp message. You just need to wait for the customer to accept it.

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🔹 Inbound Calls

• If a customer calls via WhatsApp, the call will first be routed to the last agent who handled their chat.
• If that agent doesn’t answer within 5 seconds, the system automatically adds another agent in the queue.
• Every 5 seconds, a new teammate is added until someone picks up.