Can I use any WhatsApp number?
No, only WhatsApp Business numbers with the call function enabled.

What happens if you enable WhatsApp calls?
If you enable WhatsApp calls, the user will automatically have the button available to call the line. Only enable it if schedules, assigned support teams, and a callbot to answer are already configured.

Are outbound calls from WhatsApp automatic?
No. According to WhatsApp policy, the user must accept an invitation template before receiving the call.

Can I assign multiple Callbots to the same phone line?
No, only one Callbot can be assigned per phone line.

Can new phone lines be purchased?
Yes, from the menu “Channels & Integrations” > “Channels” > “Phone lines.” You must select the country and choose the number you want to purchase.

Does purchasing a phone line through Botmaker allow that line to be used with WhatsApp?
Purchasing phone lines through Botmaker is only for calls. A WhatsApp line must be a WhatsApp line that also supports messaging.

Can the same WhatsApp number and phone line be connected?
Yes, as long as WhatsApp has the Business connection with calls enabled and the line is connected as an existing line.

If calls are enabled, would a bot automatically answer that client?
You must first create a Callbot, design its flow, and assign the line to that bot. Calls cannot be handled by pre-existing chatbots.

Do we know how the call appears to the client? Like a normal call?
Yes. The client receives a line or WhatsApp call like any other phone number.

Is the WhatsApp call permission by session or by number (client)?
It’s by number. It lasts up to 6 days and allows 5 calls (or call attempts) per day.

Once the opt-in is accepted, is there a way to cancel it?
Yes. The client can go back to the same opt-in choice template and decline it.

Can calls be international or only local?
They can be international.

How is it charged?
Line calls are charged by duration. Calls up to 2 minutes have one price, and calls longer than 2 minutes have another. For WhatsApp calls, those initiated by the client have no extra cost, but those initiated by the company have an additional per-minute fee. That cost varies depending on the client’s total call volume—the more calls, the lower the cost per call.

If the call is transferred to a support queue where no agents are available, what happens to the call? Does it close automatically, or can we send it to a callbot to continue the interaction?
That must be configured within the Callbot assigned to the line. You can set up a service schedule condition so it does not transfer to agents.

Can we interrupt the bot during the call?
The flow-based bot does not listen while it’s speaking, so it cannot be interrupted during its speech. In the case of an AI agent, it can listen while speaking.

When does the bot start listening?
It starts listening from the first menu after delivering the initial message.

Where do I add another WhatsApp line?
In the “WhatsApp Calls” card, you’ll see the “Create new WhatsApp line” button. It’s also available from the channel overview.

What happens if I connect a line and have nothing configured?
The default callbot will answer and transfer to the default team.

Can I delete a line request while it’s being processed?
No. While it is “Request received / In process,” it cannot be deleted.

Can the user change their WhatsApp call permission? If they selected “Always,” can they modify it to temporary?
Yes. They must go to the call icon within the conversation and edit their response.

Can I connect my personal mobile line?
It is not supported. The SIP option is for PBX/central systems with SIP protocol.

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