Control which agents can make calls

By default, not every agent can place WhatsApp calls — it's a cost control, since every minute is deducted from the organization's balance. The account owner decides, workspace by workspace, who's allowed to call.

Requirements

• You must be the organization owner — only the owner can see and change this permission.
• The agent must already be a member of the workspace where you want to enable it.

How it works

• Workspace administrators (admin role) can always call — nothing to enable for them.
• Agents (agent role) CANNOT call until the owner explicitly grants it.
• The permission is per workspace: the same agent can be enabled in one and blocked in another.

Steps

1. Go to Settings > Organization Members.
2. Find the agent and open "Manage workspaces."
3. For each workspace they belong to, toggle "Allow calls" on.
4. Save — the change applies immediately, the agent doesn't need to log out and back in.

Example

You have two workspaces, Sales and Support, and one agent belongs to both. You turn on "Allow calls" only in Sales: that agent sees the call button on Sales conversations, but not on Support ones.

Tips

• If an agent doesn't see the call button even after you enabled it, have them reload the inbox page.
• Review this permission periodically — every call draws from the organization's balance, not the agent's.

Troubleshooting

• The toggle doesn't show up for a user: they likely hold the admin role in that workspace, and admins can always call, so there's nothing to toggle.
• The agent still can't call after you enabled it: double-check you edited the correct workspace — the permission isn't global, it's per workspace.