WhatsApp Calling - Overview
What is WhatsApp Calling?
WhatsApp Calling lets your business make and receive voice calls with your customers, right inside WhatsApp. Every call sits alongside the chat history in your Gallabox inbox — so whoever takes the call always has full context.
When a customer calls your business, you choose who picks up:
A real person on your team — calls are routed to a User or team.
A Voice AI Agent (Alpha Stage) — an AI answers your calls automatically, 24/7.
Note that currently in Gallabox an incoming call can be either handled by an Human or an Voice AI Agent and not both for the same call.
And calls go in two directions:
Incoming calls (User Initiated) — a customer calls your business on WhatsApp. → see the Incoming Calls guide.
Outgoing calls (Business Initiated) — your team calls a customer from within the conversation, once that customer has given permission. → see the Outgoing Calls guide.
How It Works
Incoming: When calling is enabled, customers see a call button in your business chat and can call you for free. You decide who handles the call — a Human Agent (routed to a User or team by your assignment rules) or a Voice AI Agent (answers automatically, around the clock).
Outgoing: Because WhatsApp protects users from unwanted calls, your business must have the customer's permission before calling. Once permission is active, your team clicks the call button, confirms, and the call connects.
Before You Start: Prerequisites
1. An eligible Gallabox plan WhatsApp Calling is available on eligible plans. If your current plan doesn't include it, you'll see the Calling page with an option to upgrade.
2. The right permission inside Gallabox Only team members with the Can manage WhatsApp, Instagram and Web channel permission can turn calling on and manage its settings. Owners and Admins have this permission by default.
3. Your WhatsApp number must be eligible for calling This is determined by Meta. When you open the Calling page, Gallabox checks your number, and gates you based on it. If your channel doesn't support calling, you'll be asked to contact support.
4. A messaging volume threshold Meta requires your WhatsApp number to reach a daily limit of 2,000 unique recipients before calling can be activated. Until you cross it, the Calling configurations can't be set up. Once you do, calling becomes available automatically.
5. Message credits (for outgoing calls only) Incoming calls are free.
Outgoing calls carry a charge, deducted from your Gallabox message credits. Keep enough credit to cover your expected outgoing calling.
Region availability:
Fully unavailable: WhatsApp Business Calling is not yet available for numbers in GCC regions like Saudi Arabia, the UAE, Kuwait, Qatar, Bahrain, and Oman. These numbers can neither make nor receive calls for now.
Outgoing restricted: Meta currently restricts outgoing (business-initiated) calls for numbers in the USA, Canada, Egypt, Vietnam, and Nigeria. These numbers can still receive incoming calls.
Setting Up Calling
Go to WhatsApp → Calling in Gallabox.
Switch on Enable WhatsApp Calling.
Choose who handles incoming calls — Human Agent or Voice AI Agent.
For a real person, select Human Agent and set your routing.
For automated answering, select Voice AI Agent and pick the agent (built in AI Agents & Bots).
Set your Call Assignment Rules (how incoming calls reach your team — see the Incoming Calls guide).
Write a Busy Message — sent automatically when no agent can take the call.
Save Changes.
Once enabled, Human Agent configuration lets your team receive incoming calls and place outgoing calls. Human-handled incoming calls are always free. Voice AI Agent supports incoming calls only.
Quick Reference
What it is
WhatsApp voice calls, inside your inbox
Who handles calls
A Human Agent (your team) or a Voice AI Agent (automated, 24/7)
Incoming calls
Free; routed by your assignment rules; busy message if no one's free
Outgoing calls
Require customer permission; charged to message credits
Plan
Available on eligible plans
Who can set it up
Users with Can manage WhatsApp, Instagram and Web channel (Owners/Admins by default)
Messaging prerequisite
2,000 daily unique recipients before calling activates
Fully unavailable in
Saudi Arabia, UAE, Kuwait, Qatar, Bahrain, Oman
Outgoing restricted in
USA, Canada, Egypt, Vietnam, Nigeria (incoming still works)
Where to next
Human Calling — handling calls with a real person on your team.
Voice AI Agent Calling — letting an AI answer your calls automatically.
Incoming Calls — routing, assignment rules, agent availability, busy/missed handling.
Outgoing Calls — permissions, requesting consent, placing calls, limits, charges.
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