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When a customer calls your WhatsApp number, you still answer on the phone. The inbox keeps track of every call, so the whole team knows who called and nobody is forgotten.

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While a customer is calling

A green banner appears at the top of the inbox for everyone who can see that customer’s chat, for example ”📞 Asha is calling. Pick up on the phone.” Tap the banner to open the chat. It goes away when the call ends.

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Calls in the chat

When a call ends, a line shows in the customer’s chat:
  • 📞 Missed voice call: nobody picked up.
  • 📞 Voice call declined: the call was declined.
  • 📞 Voice call, answered on the phone · 3 min: someone answered, and how long it lasted.
Video calls say “video call” instead.

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A missed call counts like a new message

A missed or declined call:
  • opens the chat again if it was closed, for the person who gets new chats,
  • shows as unread,
  • sends the chat’s owner a notification,
  • counts as a customer waiting for a reply.
A call answered on the phone only moves the chat to the top. Nobody is waiting for a reply. In Reports you see how many calls were missed, in total and per day.

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Settings (admins)

Tap your initials, then Calls.
  • Send a message after a missed call: the inbox sends your message right after a missed call, for example “Sorry we missed your call. Please write your question here and we’ll reply soon.” You can change the wording. The same customer gets it at most once every 6 hours. It shows as 🤖 Automatic, and the chat still waits for a reply from your team.
  • Decline calls straight away: for businesses that only work by chat. Calls are declined as soon as they ring, still show in the chat, and count as missed.
Tap Save when you’re done. Both are off until an admin switches them on.
Calls are answered on the phone. The inbox doesn’t place calls, and it can’t answer them in the browser.