Summary
This guide explains the eligibility criteria, permissions, and usage limits for using Meta’s Calling API. It also covers country availability, call behavior, and restrictions so your business can use the feature effectively and stay compliant with Meta’s policies.
Instructions
Meta Calling API restrictions and guidelines
Before you start using the Calling API, make sure your business meets Meta’s requirements and understands how call permissions work.
Eligibility requirements
To qualify for the Calling API, your business must have a messaging limit of at least 1,000 business-initiated conversations in a rolling 24-hour period.
Call permissions
A contact’s permission is required before you can make a call. Once granted, you can call that contact within a specific time window.
How permission works
Open conversation window: You can send a permission request during an open customer service window using either:
a free-form permission request, or
a call permission template (if the customer service window is closed).
Request limits:
You can send 1 request every 24 hours, and
A maximum of 2 requests in 7 days.
These limits reset whenever a connected call (either business-initiated or user-initiated) occurs between your business and the WhatsApp user.
Approval and decline behavior
If the contact approves, you can call them immediately or anytime within 7 days of their approval.
If the contact declines, you must wait 24 hours before sending another permission request.
Call frequency limits
After a contact grants permission, your business can make up to 5 connected calls every 24 hours.
If 2 consecutive calls go unanswered, the system automatically sends a message asking the contact to reconsider the granted permission.
If 4 consecutive calls go unanswered, the granted permission is automatically revoked. The contact can manually update this permission later if they choose.
User-initiated vs. business-initiated calling
A User-Initiated Call (UIC) does not grant permission for a Business-Initiated Call (BIC). You must still send a permission request before making a BIC.
UIC is available in all regions where the Cloud API is available. To learn more, please refer to Meta’s Cloud API documentation.
BIC is available in all Cloud API regions except the following countries:
USA
Canada
Turkey
Egypt
Vietnam
Nigeria
Note: The business phone number’s country code must belong to one of the supported countries. However, the customer’s phone number can be from any country where the Cloud API is available.
Technical limits and restrictions
The Calling API does not provide any API to access call recordings or transcriptions.
A single WhatsApp Business phone number can handle up to 1,000 concurrent inbound and 1,000 concurrent outbound calls.
For more details and the latest updates, visit the Meta support page on Calling API.
Frequently Asked Questions (FAQs)
General eligibility
1. What are the eligibility requirements for using the Meta Calling API?
Your business must have a messaging limit of at least 1,000 business-initiated conversations within a rolling 24-hour period.
2. Do I need permission from the contact before making a call?
Yes. You must obtain the contact’s permission before making a call. Permission allows calling within a specific time window.
Permission requests
3. How can I request permission to call a contact?
You can send a permission request during an open customer service window using either a free-form request or a call permission template if the window is closed.
4. Are there limits on sending permission requests?
Yes. You can send 1 request every 24 hours and a maximum of 2 requests within 7 days. These limits reset when a connected call occurs between your business and the contact.
5. What happens if the contact approves the permission request?
You can call them immediately or anytime within 7 days of their approval.
6. What happens if the contact declines the permission request?
You must wait 24 hours before sending another permission request.
Call frequency and behavior
7. How many calls can I make after the contact grants permission?
You can make up to 5 connected calls every 24 hours.
8. What happens if calls go unanswered?
If 2 consecutive calls go unanswered, the system automatically sends a message asking the contact to reconsider. If 4 consecutive calls go unanswered, the granted permission is automatically revoked. The contact can manually update the permission later.
User-initiated vs. business-initiated calls
9. Does a user-initiated call grant permission for business-initiated calls?
No. A User-Initiated Call does not grant permission for a Business-Initiated Call. You must send a permission request before making a business-initiated call.
10. In which regions is business-initiated calling not available?
Business-Initiated Calls are not available in the USA, Canada, Turkey, Egypt, Vietnam, and Nigeria. User-Initiated Calls are available in all regions where the Cloud API is available.
11. Can the customer be from any country?
Yes. The customer’s phone number can be from any country where the Cloud API is available, but the business phone number’s country code must belong to a supported country.
Technical limits
12. Can I access call recordings or transcriptions through the API?
No. The Calling API does not provide access to call recordings or transcriptions.
13. How many concurrent calls can a single WhatsApp Business number handle?
A single number can handle up to 1,000 concurrent inbound and 1,000 concurrent outbound calls.