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WhatsApp

How to make and receive WhatsApp voice calls in Elooo CRM

In Settings › WhatsApp › Calling, click Manage on the number, turn on Allow Voice Calls, choose who answers and the hours. To call a customer, first send a template with the call permission button; then start and answer calls directly in the conversation in Conversations.

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Before you start

  • WhatsApp Calling is in beta and may need to be enabled first: if you don't see the Calling option in Settings › WhatsApp, ask Elooo CRM support to enable it.
  • The WhatsApp number must be connected and in Connected status, and must not be in coexistence mode (phone app + CRM on the same number).
  • Your WhatsApp Business account needs a messaging limit of at least 2,000 conversations per 24 hours.
  • Users who will answer calls need permission to access the WhatsApp number.
  • To answer and place calls on your phone, keep the Elooo CRM mobile app up to date.
  • Business-initiated calls aren't available for the United States, Canada, Turkey, Egypt, Vietnam and Nigeria.
  • WhatsApp requires the customer to grant permission before you can call them.
Where to find it

Settings › WhatsApp › Calling › Manage

Step by step

Turn on calling for the number

  1. In the left menu, open Settings and click WhatsApp.
  2. Open the Calling tab: it lists your connected numbers.
  3. On the number you want to use, click Manage.
  4. Give it a friendly name (for example, "Sales Team").
  5. Under Ring WhatsApp Calls To, choose the primary user who rings first and, optionally, backup users.
  6. Turn on Allow Voice Calls. Also turn on Allow People to Request Callback for Missed Calls so customers can ask for a call back when nobody answers.
  7. Turn on Display Call Button so the button shows on your WhatsApp business profile.
  8. Set the team's Available Callers hours and Temporarily Unavailable periods, then save.

Ask the customer for permission to call

  1. Go to Settings › WhatsApp › Templates and click Create Template.
  2. Write a message asking for permission to call and, under Call-to-Action Buttons, choose WhatsApp Call Permissions.
  3. If you prefer, include a call button directly in the template and set the permission duration (1, 7, 15 or 30 days).
  4. Submit the template for Meta's approval.

Call the customer

  1. Open Conversations, pick the contact and select the WhatsApp channel.
  2. Send the call permission template. When the customer taps the button, the status changes to "call permissions active" for the duration they chose (or indefinitely).
  3. With permission active, use the call button in the conversation to place the call.
  4. When done, end the call and log the disposition so it's kept in the contact's history.

Receive calls

  1. The customer taps the call button on your WhatsApp business profile.
  2. The call rings the users set under Ring WhatsApp Calls To; an alert appears on web or in the mobile app.
  3. Answer or decline directly in Elooo CRM. Call details (time, duration, outcome) are kept in the contact's conversation.

Tips

  • Keep availability hours up to date so calls reach someone who can answer.
  • Always log the call disposition: you can use it to trigger workflows (for example, scheduling a follow-up).
  • WhatsApp calls also appear in Reporting › Call Reporting, alongside phone calls.

Common problems

  • The Calling tab doesn't appear → The feature isn't enabled on your account yet. Ask Elooo CRM support to enable it.
  • I can't call the customer → There's no active permission yet. Send the template with the permission button and wait for the customer to tap it. Also check whether the customer's country allows business-initiated calls.
  • Calling isn't available for my number → The number is in coexistence mode or the messaging limit is below 2,000. Use a directly connected number and raise the account's quality/limit.
  • The call doesn't ring anyone → No user is set in the routing, or it's outside available hours. Review Manage › routing and hours.
  • I can't answer on my phone → Update the Elooo CRM mobile app to the latest version.

Frequently asked questions

Does the customer need a special app?

No. They use regular WhatsApp: they call from the profile button or receive your call like any WhatsApp call.

How long does call permission last?

It depends on what the customer picks when tapping the button: a limited period (1, 7, 15 or 30 days, per the template) or indefinitely.

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