WhatsApp Calling - Incoming Call
Incoming calls (also called User Initiated Calls) are when a customer calls your business on WhatsApp. Human Agent incoming calls are free for both sides. Voice AI Agent incoming calls are charged and use AI credits.
Every incoming call can be picked up in one of two ways:
A Human Agent — the call is routed to a User or team on your side, and a real person talks to the customer.
A Voice AI Agent (Alpha Stage) — an AI answers the call automatically, 24/7.
You choose one handler per WhatsApp number — a single incoming call is handled either by a human or by a Voice AI Agent, never both at once.
This guide focuses on incoming calls handled by a Human Agent. For a quick look at the Voice AI option, see Handled by a Voice AI Agent near the end.
How a Human Incoming Call Works
When calling is enabled on your WhatsApp number and Human Agent is set as the handler, customers see a call button in your business chat. When they call:
The call rings to your team or a specific agent, based on your Call Assignment Rules.
The agent sees who's calling, with actions to Accept, Decline, or Jump to Conversation (which opens the caller's chat).
If no one is available, your configured Busy Message is sent automatically.
Every call appears in the conversation as a call record, and in your call logs — so your team always has context to follow up.
Setting Up Incoming Calls
Go to WhatsApp → Calling in Gallabox.
Switch on Enable WhatsApp Calling.
Under Who handles incoming calls, select Human Agent.
Configure your Call Assignment Rules (below).
Write your Busy Message.
Save Changes.
Call Assignment Rules
Call Assignment Rules decide which agent an incoming call rings — for calls where the conversation isn't already owned by a human agent.
Assignment depends on the conversation's current state:
Already with a human agent or team → the call is routed directly to them, and your assignment rule is not applied.
A new conversation, or one currently handled by a bot or AI agent → your Call Assignment Rule applies.
Your Call Assignment Rule can route to either:
A specific User — those calls always ring the same person.
A Team — the call rings one available agent in the team, chosen by round robin (rotation). Only one agent is rung at a time, never the whole team at once.
Who's eligible to be rung (for team round robin): an agent must be set to Active and not already on another call. Agents who are Away are skipped.
The conversation moves to an agent only when the call is answered — an unanswered call never reassigns a bot or unassigned conversation.
Agent Availability
Active, not on a call
Yes
Active, already on a call
Yes — but only as a lighter "second call" notification
Away
No
If everyone in the team is busy (all on calls): one agent from the team still gets a lighter "second call" notification.
If everyone in the team is Away: the call goes unanswered and your Busy Message is sent.
On the Call
When a call comes in, a floating call card appears for the agent. From it, the agent can:
Accept the call to start talking, Decline to reject it, or Jump to Conversation to open the caller's chat alongside the call.
Silence the ring for an incoming call without rejecting it.
Once the call connects, the agent can:
Mute / unmute their microphone.
Open the conversation to see chat history and notes while talking.
Hang up to end the call. A call timer shows the live duration.
Connection warnings: if the agent's internet drops or weakens during a call, the card shows a gentle warning (for example, weak connection — voice may be delayed, or you are offline — call may drop) so they know the audio may be affected.
Second (waiting) calls — when a new call arrives while an agent is already on a call:
It appears as a second call, marked Waiting.
To answer it, the agent must end the current call first — the Accept button stays disabled until then.
Declining or ignoring it marks the call missed and sends the Busy Message.
When a Call Isn't Answered
A call is treated as missed when no one answers within the pickup window (set by WhatsApp) or when an agent declines it. In either case:
Your Busy Message is sent to the customer.
The conversation stays in its original state (a bot conversation reverts to the bot; an unassigned one stays unassigned; a brand-new caller goes to unassigned).
The call is logged so your team can follow up.
The Busy Message
This is the message sent automatically whenever a call can't be answered — when every eligible agent is busy or Away, or when a call is missed or declined. It comes with a default message that you can edit anytime in your Calling settings.
The Busy Message applies to Human Agent calling only. Voice AI Agents answer automatically, so they don't use a Busy Message.
Handled by a Voice AI Agent (Overview)
Instead of routing calls to your team, you can let a Voice AI Agent answer incoming calls automatically — around the clock, with no one needing to pick up. Incoming calls handled by a Voice AI Agent are charged and use AI credits. This feature is currently in Alpha. If you want to explore it, contact our product team.
A few things that work differently from Human calling:
The AI answers every call, so there's no ringing to agents, no "busy" state, and no Busy Message.
After the AI call ends, the conversation is handed off to your team using Post Call Assignment Rules — you decide whether it lands with a specific User, a Team, the contact's owner, or the agent who previously handled that conversation.
You build the Voice AI Agent in AI Agents & Bots, then select it on the Calling page when you choose Voice AI Agent as the handler.
Remember, a WhatsApp number uses one handler at a time — switching to a Voice AI Agent means incoming calls are answered by the AI rather than your team.
Quick Reference
Cost
Human incoming calls are free. Voice AI incoming calls are charged and use AI credits.
Who can handle it
A Human Agent (your team) or a Voice AI Agent (automated, 24/7 — Alpha)
Routing (Human)
By Call Assignment Rules — to a specific User or a Team (round robin)
Eligible agent (team)
Active and not already on another call; Away agents skipped
Rules don't apply when
The conversation is already owned by a human agent or team (call goes straight to them)
Agent actions
Accept, Decline, Jump to Conversation, Silence ring; Mute & Hang up once connected
Second call
Shows as "Waiting"; end the current call before answering
If unanswered
Busy Message sent; conversation stays in its original state; call is logged
Busy Message
Human calling only; default text, editable in settings
Voice AI difference
AI answers automatically; no Busy Message; uses Post Call Assignment Rules after the call
Incoming calling behavior depends on Meta's WhatsApp Business Calling rules, which may change.
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