> For the complete documentation index, see [llms.txt](https://docs.gallabox.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.gallabox.com/whatsapp-calling/whatsapp-calling-outgoing-calls.md).

# WhatsApp Calling - Outgoing Calls

## WhatsApp Human Calling — Outgoing Calls <a href="#id-6e4956ab-74a8-4a37-8f53-769dd1f64327" id="id-6e4956ab-74a8-4a37-8f53-769dd1f64327"></a>

Outgoing calls (also called **Business Initiated Calls**) are when your agent calls a customer from within a conversation. Because WhatsApp protects users from unwanted calls, **your business must have the customer's permission first.** That permission flow is the most important part of this guide.

> **Before you begin:** Outgoing calls are restricted by Meta for numbers in **the USA, Canada, Egypt, Vietnam, and Nigeria**. If your business number is in one of these countries, you can receive calls but can't place them until Meta enables it.

***

### Call Permission Requests (The Key Concept) <a href="#id-3f68064f-8fc5-49f2-adc5-a7ac28b2a26b" id="id-3f68064f-8fc5-49f2-adc5-a7ac28b2a26b"></a>

Your business can't call a customer out of the blue. The customer must grant permission first.

#### How you request permission <a href="#id-0b09516c-b370-4eb5-82cb-1b8b1d9430de" id="id-0b09516c-b370-4eb5-82cb-1b8b1d9430de"></a>

There are two ways to send a permission request:

|                     | Free Form Request                                      | Template Permission Request               |
| ------------------- | ------------------------------------------------------ | ----------------------------------------- |
| When you can use it | Only while the 24-hour customer service window is open | Anytime, even with no recent conversation |

<figure><img src="/files/OQ3Afwzs8r9GO3hPIQwd" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/JtoqA9oGUvQZ3LsTVEwN" alt=""><figcaption></figcaption></figure>

A customer can also grant permission **without you asking**, in two ways:

* **They call you** — when a customer calls your business, they automatically grant temporary permission for you to call back.
* **Through your Business Profile** — they can allow calls directly from your profile in WhatsApp.

#### What the customer sees and chooses <a href="#d4009807-fc50-4a21-997c-a48daf6f2b3b" id="d4009807-fc50-4a21-997c-a48daf6f2b3b"></a>

The request arrives in their WhatsApp as two parts: your message text, followed by a native card titled **"Can \[Your Business] call you?"** with a **Choose preference** button. Tapping it gives them three options:

* **Allow calls** → permanent permission (no expiry; they can revoke anytime).
* **Temporarily allow calls** → permission valid for **7 days**.
* **Not at this time** → declined.

<figure><img src="/files/U4ilKFeyeXi7c2oNJs2N" alt=""><figcaption></figcaption></figure>

Image Source : Meta

#### What happens after they respond <a href="#id-798e6fef-9568-439f-a0e1-874fa466c8c8" id="id-798e6fef-9568-439f-a0e1-874fa466c8c8"></a>

| Customer's response | Can you call?            | Details                                                                               |
| ------------------- | ------------------------ | ------------------------------------------------------------------------------------- |
| Allows (permanent)  | ✅ Yes, until they revoke | Stored indefinitely                                                                   |
| Allows (temporary)  | ✅ Yes, for 7 days        | Window starts at the moment they approve                                              |
| Declines            | ❌ No                     | The request stays visible for 7 days; they can still change their mind in that window |
| No response         | ❌ No                     | The request expires after 7 days                                                      |

***

### Placing the Call <a href="#id-073edc42-6099-4368-905c-0ad99f07b6c8" id="id-073edc42-6099-4368-905c-0ad99f07b6c8"></a>

Once permission is active, click the call button in the conversation. Gallabox shows a quick confirmation with the customer's name and how long the permission is still valid (e.g. *"Permission valid · 6 days left"*). Confirm, and the call connects.

<figure><img src="/files/q5twhoOX7PvrjvJneE2S" alt=""><figcaption></figcaption></figure>

***

### Limits You Should Know About <a href="#id-1c527bad-2fa3-4dba-8b71-c430946eed6d" id="id-1c527bad-2fa3-4dba-8b71-c430946eed6d"></a>

These apply per business number + customer pair:

* **Permission requests:** at most **1 per 24 hours** and **2 per 7 days** to the same customer. (Both counters reset whenever a connected call happens between you and that customer.) If you hit a limit, the send button is disabled and tells you when you can try again.
* **Connected calls:** up to **100 connected calls every 24 hours** per business number.
* **Unanswered/rejected calls:**
  * After the **2nd consecutive** missed or rejected call, Meta sends the customer a message asking them to reconsider allowing your calls.
  * After the **4th consecutive** missed or rejected call, Meta **automatically revokes** the permission. The customer is notified and can re-grant it if they wish.

***

### Pricing <a href="#b595d364-c931-4557-9ffc-ebe5852e08a5" id="b595d364-c931-4557-9ffc-ebe5852e08a5"></a>

* **Outgoing calls:** charged based on the call's duration and the destination country, and **deducted from your Gallabox message credits**.
* **Permission request template:** sent as utility template and billed at standard per-message rates.

Note: A minimum balance is needed to start a call. If your message credit balance falls below the cost of one minute (Rs. 1 / 10 cents), outgoing calls are blocked until you top up — so it's worth keeping enough credit on hand to cover your expected calling.

***

*Outgoing calling behavior depends on Meta's WhatsApp Business Calling rules, which may change.*