What you can do
What you need first
- A connected WhatsApp channel in Karzoun
- Calling enabled for your number in WhatsApp Manager (Meta), when Meta requires it
- A modern browser (Chrome or Firefox recommended) with microphone permission
- A stable internet connection (wired is best for long calls)
Messaging limit: Meta usually requires a WhatsApp messaging limit of 2,000 or higher before calling can be enabled on a business number.
Country limits for outbound calls
Customers can call you from most countries. Your business calling customers may be restricted in some regions (for example United States, Canada, Egypt, Vietnam, and Nigeria). If outbound calling is blocked for your number, inbound calling and messaging still work.Turn on calling in Karzoun
- Go to Channels → WhatsApp and open your connected number
- Open the Calling tab
- Turn on Allow WhatsApp calls
- Optionally turn on Show the call button so customers see a call icon in WhatsApp
- Optionally turn on Ask permission to call customers back
Business hours
Use business hours when you only want to receive calls while your team is available.- In the Calling tab, turn on Only receive calls during set hours
- Choose your business time zone
- Add weekly periods (up to two periods per day)
- Add special dates for holidays or different hours on a specific day
- Save
Answer and place calls
Incoming calls
- An incoming call shows a ringing notification in Karzoun
- Accept (green) or decline (red)
- If nobody answers in time, the call is marked missed (and may go to voicemail if you enabled it)
Outgoing calls
- Open the customer’s WhatsApp conversation
- Tap the phone icon in the conversation header
- Speak with the customer in the browser softphone
During a call
- Mute / unmute the microphone
- End the call with the red button
- If the connection drops briefly, Karzoun tries to reconnect automatically
Call button message
From the composer tools, you can send an interactive Call button so the customer starts the call from their side. Set the button text and how long the button stays valid.Record calls and create written conversations
Recording is configured per WhatsApp number, not per single call.- Open Calling → Record and summarize calls
- Turn on Automatically record calls
- Write a short sentence for What customers should hear (spoken consent notice)
- Choose the language of the spoken notice
- Optionally turn on Create a written conversation and choose the language spoken during calls
- Save
Customers hear a short spoken notice at the start of the call when recording (and/or transcription) is enabled. Keep the purpose text clear and honest.
- The recording appears in call history and the conversation timeline
- The transcript (if enabled) appears as readable text agents and AI tools can use
Voicemail (Beta)
Voicemail lets WhatsApp answer when your team declines a call or does not pick up in time, play your greeting, and deliver the customer’s message as an audio note in the Inbox.How to set it up
- Turn on Let customers leave a voice message
- Choose when voicemail should answer:
- When the team declines the call
- When nobody answers
- Set how many seconds the phone rings before voicemail answers (0–30)
- Upload a short greeting (OGG/Opus audio, under 60 seconds)
- Save when the greeting shows as ready
Shareable call link
In the Calling tab, copy the shareable call link and place it on your website, email signature, or social profiles. Opening the link takes the customer into a WhatsApp call with your business.Call history and analytics
- Call history lists inbound and outbound calls with status and duration
- Analytics shows totals, completion rate, missed rate, and average duration
Troubleshooting
Privacy
- Call audio travels between the agent’s browser and Meta over encrypted WebRTC
- Karzoun stores call metadata (who, when, duration, status) and, when enabled, copies of recordings and transcripts in your workspace storage
- Share recordings only with people who need them for quality, training, or compliance