Enabling calls on a WhatsApp Business channel

WhatsApp Business Calling lets you receive and place voice calls over the same WhatsApp number your channel already uses for messaging. You turn it on once per channel, from the Calling tab.

Requirements

• The WhatsApp channel must already be connected to Omnifox (a number verified with Meta).
• The number can't be in Coexistence mode (still used alongside the official WhatsApp Business app). To enable calling you first need to migrate it to standalone Cloud API.
• Permission to manage channels in the workspace.

Steps

1. Go to Channels and open the WhatsApp channel where you want calls enabled.
2. Open the Calling tab.
3. Click Enable calling.
4. Omnifox automatically configures SIP with Meta and provisions the matching voice endpoint — this takes a few seconds.
5. Once done, you'll see an "active" status and a SIP identifier for the channel.
6. Configure how incoming calls get routed (see the article on routing modes).

Example

You already have the "WhatsApp Sales" channel receiving messages. Go to Channels → WhatsApp Sales → Calling tab → Enable calling. From then on, when a customer calls that number from WhatsApp, the call reaches Omnifox the same way messages already do.

Tips

• If the enable button doesn't show or errors out, check first whether the channel is on Coexistence.
• Once enabled, test it with a real call before rolling it out to your team.

Troubleshooting

• "Calls aren't available on Coexistence": migrate the number to standalone Cloud API and try again.
• Configuration error / missing credentials: reconnect the channel (Embedded Signup) to refresh the token and Meta IDs.
• Calling server (PBX) error: wait a minute and use Refresh status; if it persists, contact support.