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When you turn on WhatsApp calls, customers can call you from the button in their chat with you. Calls start off for each number.

What you will get

Customers can call your WhatsApp number. You choose whether your team or Eva answers and what happens if nobody picks up.

Requirements

  • A WhatsApp number handled in Eva. If you still use the number in WhatsApp Business, its calls stay in that phone app.
  • Owner or admin access to turn calls on or off.
  • Meta must allow calls on the number. Eva shows the reason when it cannot yet be enabled.

Turn on calls

1

Open Calls

In AI Agents, open your agent. Under Behavior, open Calls.
2

Choose who answers

Under Who answers, choose Your team or Eva. For your team, choose Eva answers the call, Voicemail, or It just stays a missed call under If nobody answers. You can also turn on Eva messages on WhatsApp whoever couldn’t get through. Then select Save behavior.
3

Turn on the number

Under Customers can call you at, find the WhatsApp number and select Turn on. Review who answers and the price in the window, then select Turn on. Turn on each number separately.
Calls shows the WhatsApp number, Who answers, and If nobody answers on one screen.

Calls shows the three decisions: where customers call, who answers, and what happens if nobody answers.

WhatsApp call activation window with the answer summary and price per minute.

The window confirms who answers and the price before you turn calls on.

You can also open the call menu in a WhatsApp conversation in the Inbox and select Turn on WhatsApp calls. The same window opens.
Inbox call menu with Turn on WhatsApp calls.

The call menu in a WhatsApp conversation offers to turn calls on.

How to know it worked

Under Calls, the number says On. The call button can take a few days to appear in customers’ chats.
WhatsApp number marked On, with a note that the call button may take days to appear.

The WhatsApp number shows On.

WhatsApp calls to your business ring for your team in the Eva app. If Eva answers, she can hand the call to a person under your rules; that person receives it in the app too. Each minute costs 5 credits when Eva answers or 3 credits when your team answers, on both phone and WhatsApp calls.

If you cannot turn calls on yet

  • Number limit: Meta requires a number that can start at least 2,000 conversations per day. Eva shows your current limit. Check Calls again when it rises.
  • Meta hid the button: wait until the date Eva shows before trying again.
  • Payment method: add one to your WhatsApp account in Meta if Eva asks for it.
  • Setup problem: if Eva says it has notified EvaAI, we will look into it.
WhatsApp number without a Turn on button, showing its current limit and the required 2,000 conversations per day.

Eva explains when a number has not reached the 2,000 daily conversation limit.

Call a customer and turn calls off

To call a customer on WhatsApp, open their conversation in the Inbox and open the call menu. If they have not granted permission, select Ask permission to call. Meta limits requests to one per day and two per week. When permission is available, you will see Call on WhatsApp. Outbound WhatsApp calls also incur Meta’s per-minute charge on your business’s Meta account. To turn calls off for a number, return to AI Agents → Behavior → Calls. Open the number’s menu, select Turn off, and confirm. Calls already in progress continue.

Next steps