NewAge Ai now allow its users to initiate and utilize Whatsapp calling feature which is recently introduced by Meta.

Users will not be able to call contacts from inside the livechat interface, as well as use existing AI Agents to answer calls on their behalf.

If your workspace is on the embedded signup, you can watch the video below on how to connect your whatsapp with NewAge Ai.

Once your whatsapp is successfully integrated (or was previously already connected) you will now be able to see the calling icon against your number.

Click on the call icon to enable permissions:

You can also setup business hours:

Once done, click Save. Your integration is complete

If your workspace is still using old webhook method for whatsapp integration, please follow the video below in order to connect your whatsapp with NewAge Ai.

the workspace is connected (or previous already was), there are a few extra steps you will have to perform.

Go to developers.facebook.com and select your WhatsApp app

Once pressed it will take you to the developer app itself

Go to webhooks and select WhatsApp business account

Once selected enable the permission "Calls"

Once enabled go to your WhatsApp manager -› Phone Numbers -› select your phone number -› Call settings.

From here you enable:

• Allow voice calls
• Incoming call settings -› enable display call button
• Callback settings -› enable Allow callbacks

Once you have enabled it all go back to NewAge Ai -› WhatsApp Cloud -› press the WhatsApp calls icon

Once done it should state the status enabled

Before you can initiate calls, you need to fulfill two requirements:

• The bot user should be within the 24 hours open conversation window
• The bot user should have calling permissions provided.

You can open the conversation window by sending a template message to the bot user and wait for them to reply.

Once they reply, the window will be open and you should then ask them for calling permissions.

In order to initiate the call, click on the whatsapp calling icon at the top right of your workspace tab

Click on it and then select “Make a Call”

Select the number you want to make the call from (in case of multiple numbers connected to workspace)

Select the bot user you want to call

Once selected, the platform will first check if the calling permissions are provided for the bot user, if the calling permissions are provided already, the call will be initiated, if not, you will get a prompt to send calling permissions message.

Click on Request to Call button to send the calling permissions message.

Note: The conversation window should be open, otherwise the message wont be sent

On bot user’s end, they will receive a message like this:

Once they select “Always allow calls” you will then be able to call them whenever the conversation window is open.

Calls can also be initiated directly from the Livechat window of the bot user.

Calls can also be triggered from inside the flow builder. In order to use the Whatsapp/Messenger call actions.

Action block → AI Agent → Whatsapp/Messenger AI Call

Go to Automations -> Triggers -> Create New Triggers -> Whatsapp Call Permission Update

This will trigger whenever someone updates their calling permissions after you have send them the call permissions message.

You can also configure an AI agent to handle the calls for you. Go to AI Hub and select “AI Call Settings”

In this section you can enable/disable the calling agent

You can select the AI Agent, the waiting time and the model, and a voice you want to use

You can select the transcribing model, the language as well as any special instructions

You can also enable or disable the call recordings and summaries

You can also further configure the conversation behavior by modifying the first message as well as the follow up behavior

In last, you can enable/disable the human agent takeover if needed

Outbound calls will have costs that are charged by Meta. more info can be found here: developers.facebook.com

Click on the analytics tab, you should be able to view calling analytics for your calling agent as well as the calls

There are a few limitations by platform, which are as

WhatsApp / Messenger call usage (last 30 days)

41 / 50 calls in the last 30 days

Note: Apart from these, following limits are from meta:

developers.facebook.com

• When business-initiated calls go unanswered or are rejected
  • 5 consecutive unanswered calls result in system message to reconsider an approved permission (compared to 2 consecutive unanswered calls for production accounts)
  • 10 consecutive unanswered calls result in an approved permission being automatically revoked. (compared to 4 consecutive unanswered calls for production accounts)

You obtain a public test number after completing the Get Started flow.

Your business is not required to have a daily messaging limit of 2,000 unique recipients to test Calling API features when using public test numbers and Sandbox accounts.

Calling is disabled by default on test numbers. You must configure calling features in phone number call settings before using the Calling API on a test number.

Call visibility controls which online team members can receive and view incoming WhatsApp calls, AI-to-human transfer requests, and live calls for this flow.

It is separate from Conversation visibility. Changing one setting does not change the other.

To configure it, open your flow and go to Settings → Live Chat Settings → Call visibility. Select an option, then click Save.

Setting | Who can receive or view calls

All calls | All eligible online team members. This is the default setting.

Only mine | The agent assigned to the contact.

Mine + unassigned | The assigned agent, or all eligible agents when the contact is not assigned to an agent or group.

Mine + my groups | The assigned agent and eligible members of the contact’s assigned group.

Mine + my groups + unassigned | The assigned agent and eligible members of the assigned group; unassigned contacts are also visible.

Important: A contact is unassigned only when it has no assigned agent and no assigned group.

• Workspace owners and admins can always see all calls.
• Supervisors can see all calls when All calls, Only mine, or Mine + unassigned is selected.
• With a group-based setting, supervisors see calls for their groups (and unassigned calls when that option is selected).
• Agents and members only receive calls that match the selected visibility rule.

• Choose All calls for a small team where any available agent can answer.
• Choose Mine + my groups when teams handle separate departments, locations, or customer portfolios.
• Choose Mine + my groups + unassigned if you want unassigned callers to be picked up quickly while still protecting team ownership.

Make sure contacts are assigned to the correct agent or group before relying on restricted visibility. If no eligible agent is online, the relevant team members will not receive the call.