Table of Contents

Calling

Raquel Updated by Raquel

Turn.io's Calling feature helps you deliver a support experience that’s personal, timely, and seamlessly integrated with chat.

Before you start, an important call out to how Meta prices calls:

  • if your users call you, it's free
  • if you call your users, you're charged (rates depend on country)
Requirements

To qualify for Calling, Meta requires your business to:

  • have a messaging limit of at least 2000 business-initiated conversations in a rolling 24-hour period
  • for user-initiated calls, not being in Cuba, Iran, North Korea, Syria, or these three sanctioned regions in Ukraine (Crimea, Donetsk, Luhansk)
  • for business-initiated calling (based on business number country code): not being in the U.S., Nigeria, Canada, Egypt, Vietnam and Turke

How to Enable Calling

Only users with Admin role can enable Calling:

Getting started is quick and simple:

  1. Go to Settings > Calls
  2. Toggle "Enable Calls"
  3. ✅ Done! All team members now have access to calling features.

On your first call, you'll get asked to allow Turn.io to access your microphone. This is required for calling to work:

Calling Availability

Operators will have full control of what they're available for: chats, calls, or both.

They can use the availability toggle (bottom-left) to match their workload to their skills:

They stay focused, interruptions drop, and calls reach the right people.

Inbound Calling (Users Call You)

Users can now call your organization directly. Choose one of two methods:

Show Call buttons on WhatsApp

To always show a button that enables your users to call you:

  • Go to Settings > Calls
  • Enable "Show Call Buttons"
  • A permanent call button appears in your WhatsApp Business profile
Prompt users to call you

You can also send users a message that enables them to call you. This is great when you only want users to call you in specific instances:

  • Navigate to Content > Templates
  • Create a template and select "Voice call" in the button options

Outbound Calling (You Call Users)

To call users, WhatsApp requires you to request permission from the customer first (except when the call you, after which you can call them in the next 7 days).

To request their permission, you need to send them a special kind of message, that gives users these 3 options:

You can create this message by creating a new Template (Content > Templates > Add template) with this setting on:

Then, just send this template either manually on the Inbox or automatically via a Journey.

Template Examples
  1. Outbound Calling Permission Request
    Template Name: request_callback_permission
    Message Copy:Hi {{1}}, we’d love to call you to resolve your issue more quickly. Can we call you back?
  2. Outbound Call Follow-Up
    Template Name: follow_up_voice_call
    Message Copy: We tried calling you earlier to help with {{1}}. Would you like us to try again?
  3. Inbound Call Template
    Template Name: get_in_touch
    Message Copy: Need help? You can call us directly by tapping below.

Business Hours Scheduling

Control when your team can take or make calls:

  • Navigate to Settings > Business Hours

Set standard availability times

Calling Rates

Detailed WhatsApp pricing for your region is available here, and rates are subject to change by Meta.

Please note that before making calls, you must pre-load credits into your account, as the service operates on a prepaid model where each call is immediately charged and deducted from your available balance. To do that, go to Settings > Message Billing.

Need Help?

💬 Contact support

Was this article helpful?

The Reply Box

Routing: Automatic chat distribution

Contact