> ## Documentation Index
> Fetch the complete documentation index at: https://docs.karzoun.chat/llms.txt
> Use this file to discover all available pages before exploring further.
# WhatsApp calling
> Enable WhatsApp voice calls, set business hours, record calls, and manage voicemail from Karzoun.
Receive and make **WhatsApp voice calls** from Karzoun — with business hours, call recording, transcripts, and optional voicemail.
This guide is for business owners and team admins. You do not need technical knowledge of Meta’s APIs.
## What you can do
| Feature | What it means for your team |
| -------------------- | -------------------------------------------------------------------------------- |
| Voice calls | Customers can call your WhatsApp number; agents answer in the browser |
| Call button | Show or hide the call icon in the customer’s WhatsApp chat |
| Callback permission | After a customer calls you, WhatsApp can ask if your business may call them back |
| Business hours | Only receive calls during the hours you set |
| Call recording | Automatically save every call on the number |
| Written transcripts | Turn recorded calls into searchable text |
| Voicemail (Beta) | Let customers leave a message when nobody answers |
| Call link | Share a link so customers can start a call from your website or social profiles |
| Call history & stats | Review past calls and pickup rates |
## What you need first
* A connected [WhatsApp channel](/help-center/guides/channels/doc-1889747) 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
1. Go to **Channels → WhatsApp** and open your connected number
2. Open the **Calling** tab
3. Turn on **Allow WhatsApp calls**
4. Optionally turn on **Show the call button** so customers see a call icon in WhatsApp
5. Optionally turn on **Ask permission to call customers back**
Changes can take time to appear for every WhatsApp user. Opening your business chat info page in WhatsApp often refreshes the call button sooner.
***
## Business hours
Use business hours when you only want to receive calls while your team is available.
1. In the **Calling** tab, turn on **Only receive calls during set hours**
2. Choose your **business time zone**
3. Add weekly periods (up to two periods per day)
4. Add **special dates** for holidays or different hours on a specific day
5. Save
Calls outside these hours are blocked. Customers can still send WhatsApp messages.
If you enable **voicemail**, Meta recommends turning **business hours** off for calling — customers cannot place calls outside hours, so they would never reach voicemail.
***
## 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
1. Open the customer’s WhatsApp conversation
2. Tap the **phone** icon in the conversation header
3. 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.
1. Open **Calling → Record and summarize calls**
2. Turn on **Automatically record calls**
3. Write a short sentence for **What customers should hear** (spoken consent notice)
4. Choose the **language of the spoken notice**
5. Optionally turn on **Create a written conversation** and choose the language spoken during calls
6. 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.
After the call ends:
* 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.
**Beta:** Meta is still rolling out voicemail for WhatsApp Business accounts. Upload or save may fail until Meta enables the feature for your account. Recording and other calling features are unaffected.
### How to set it up
1. Turn on **Let customers leave a voice message**
2. Choose when voicemail should answer:
* When the team declines the call
* When nobody answers
3. Set how many **seconds** the phone rings before voicemail answers (0–30)
4. Upload a short **greeting** (OGG/Opus audio, under 60 seconds)
5. Save when the greeting shows as ready
Voicemail messages arrive in the conversation as audio. They are linked to the original call.
***
## 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
Use these to spot pickup problems early — Meta may hide the call button if too many calls go unanswered.
***
## Troubleshooting
| Problem | What to try |
| --------------------------- | ------------------------------------------------------------------------------ |
| No call notification | Check your internet connection and that calling is enabled on the channel |
| Microphone blocked | Allow the microphone for Karzoun in browser settings |
| No microphone found | Unplug/replug the headset; close other apps using the mic |
| Call drops often | Prefer a wired connection; avoid unstable Wi‑Fi |
| Phone icon missing in chat | Enable calling and the call button in the Calling tab |
| Outbound call not available | Your number may be in a restricted country for business-initiated calls |
| Cannot hear the other party | Check speaker volume; try a headset |
| Voicemail upload fails | The feature may still be Beta for your Meta account — wait for Meta enablement |
| Recording not available | Confirm recording is saved on the Calling tab and that calling is enabled |
***
## 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
## Related topics
- [WhatsApp ads that open a chat](/help-center/guides/whatsapp/whatsapp-ctwa-ads.md)
- [Webhooks](/developers/guides/webhooks.md)
- [Help Center](/help-center/index.md)
- [Conversations run. Automation works. Sales grow.](/index.md)
- [WhatsappIntegration](/api-reference/types/WhatsappIntegration.md)