Currently, there is a feature called WhatsApp Call Inbound and Outbound that will help you optimize interactions with customers. The difference is that Inbound will help respond to your customer's needs, while Outbound helps you achieve your business goals proactively. Before you can manage WhatsApp Call Inbound and Outbound, you need to submit a call first to ensure the customer's availability to make the call. Here are the steps.

1. Log in to your Omnichannel account, then select the “Inbox” menu.
2. Then click the “Message” tab and select one of the chat rooms.
   
3. Next, click the following ‘call’ icon to make a call request.
   
4. Then the following information will appear stating that the call request will end within 72 hours from the time the request is sent. Next, create a caption in the column and click “Send” to send the call.
   
5. Then the chat will be sent to the chat room as shown in the following display with the status Awaiting reply.
   
6. If the customer agrees with the call activity, the status will change to Accepted.
   
7. After the request is received, a call icon will appear on the right side of the Info bar.
   

   - For now, only 1 request in 24 hours and 2 requests in 7 days. If the limit is exceeded, the request cannot be sent.
   - If the customer does not reply, the request will be closed automatically.
   - If the customer replies after the chat room is resolved, the system will allow another permission request based on the limit.
   - The system will automatically end the permission request after:
   1. 72 hours of no response.
   2. The call is connected.
   3. The customer makes a new request or completes the chat room.
   - 1 agent can only receive 1 call. If another call comes in while the agent is receiving a call, the call will automatically be directed and connected to all chat rooms.

8. However, if the customer refuses to make a call, the status will change to 'Declined'.
   

That is how to submit a call to Mekari Qontak.