Who pays for calls: minutes, costs, and plans

WhatsApp calls are billed per minute against your organization's balance, the same way outbound out-of-window messages are. Here's where the money comes from and what each plan controls.

How WhatsApp calls are charged

• Every answered call is measured in minutes, rounded up (61 seconds = 2 billable minutes).
• The per-minute cost depends on the contact's country — just like messages, Meta sets different rates by country.
• The charge is deducted automatically from your WhatsApp balance once the call ends.
• If the balance isn't enough, the call can't go through.

Where to check your balance

1. Go to Settings > Billing.
2. Open the "Balances" tab.
3. There you'll see your WhatsApp balance (used for calls and messages) and, if you use the voice agent, your AI credit balance separately.

AI voice agent

The AI-powered voice agent is available from the Crece plan and up; entry-level plans only include text AI. Every minute the voice agent handles draws from your organization's AI credit, separate from the WhatsApp balance.

Calls to regular phone numbers (click-to-call)

If you also place calls to landlines or mobile numbers outside WhatsApp, the rate can vary by contract — check with Omnifox support if you don't see it reflected in Billing.

Example

A customer in Colombia calls in and the conversation lasts 3 minutes 20 seconds. You're billed 4 minutes at the current Colombia rate, deducted from your WhatsApp balance. If the AI voice agent handled it, those same 4 minutes also draw from your AI credit.

Tips

• Top up with some margin if you're running active calling campaigns.
• Call minutes and messages share the same WhatsApp balance, but each is deducted at its own rate.

Troubleshooting

• "Insufficient balance" when trying to call: top up from Billing > Balances.
• A call's cost looks off: the rate is calculated based on the destination number's country, not yours.