WhatsApp Call makes it easier for businesses to interact directly with customers through calls, enabling faster problem resolution and more optimal customer service. 

Benefits of using WhatsApp Call:

• Combines call and messaging services on one platform for operational ease.
• Customer issue resolution process becomes more efficient.
• An integrated communication system ensures more effective customer service.

• Specifically for the Sales Team, follow-ups are done timely, increasing the chance of prospect conversion.

To realize these benefits, WhatsApp Call is equipped with various key features that facilitate inbound and outbound calls, as well as integration with automated systems, including:

• Inbound & Outbound Call: Receive incoming calls from customers or make outgoing calls directly from the platform.

• Outbound call permission request: Before making an outbound call, the customer must send a request to allow the call, and from the customer side, once permission is granted, the outbound call can be made.

• Direct calls from Qontak Omnichannel after customer approval.

Important
Here are the cost terms for WhatsApp Call
- Calls initiated by customers are free of charge.
- Calls initiated by the business will incur charges, based on the customer's country code, call duration, and call volume.
- Mekari Qontak applies per-minute billing. If the call duration exceeds the first minute, charges will be rounded up to the next full minute. Learn more here.

Below, you will learn about the parts of WhatsApp Call consisting of Inbound Call, Outbound Call, Ring Group, and WhatsApp Call on the Qontak Omnichannel Mobile App.

A. Accessing the "Calls" Menu on Mekari Qontak

1. Roles That Can Access

The “Calls” menu can be accessed by all roles (roles), with the following access conditions:

• Agent Role: Can only view call history made or received by the respective agent.
• Supervisor and Admin Roles: Can view all call histories made or received by all members (including agents and themselves). Additionally, supervisors and admins also have access to open the call recording management page (file recording management).

2. Statuses Found in Calls

To facilitate understanding of call flow and results, below is a table detailing statuses for Inbound and Outbound Calls along with conditions causing those statuses.

Inbound Calls Status Table

Outbound Calls Status Table

For the Single and Multi Assignee type, Meta's system policy on the WhatsApp Call API automatically disconnects calls not answered within 30–60 seconds. During this process, Meta only sends two status types: Answered (call answered) and Unanswered (call not answered). Due to this limited information, Qontak cannot specifically differentiate whether an Unanswered status is because the customer manually rejected the call or because the call was automatically disconnected by Meta's system due to timeout.

B. FAQ on Meta and Mekari Qontak Policies

1. Does the business need an active conversation to send a call permission request?
   Yes. Call permission requests can only be sent if there is an active conversation, whether marketing, utility, authentication, service, or free entry point. If the customer agrees to the request, the customer service window will open, allowing the business to send free messages for 24 hours.

2. How many times can a call permission request be sent?
   Businesses can send a maximum of 1 request in 24 hours and 2 requests in 7 days. This limit will be reset when a call is connected between the business and the customer, whether initiated by the customer or the business.

3. What happens if the business misses a call?
   If a customer calls the business but the call is unanswered, the call can be set to trigger the same permission request flow as calls initiated by the business.

   This mechanism is not an automatic callback. Please contact our team if you want to activate automation.

4. How does the business know if the customer agrees to the call permission request?
   The customer's decision to approve or reject will be sent to the business and can be seen in the chat room at the top right corner under the Customer Name.

5. Can customers change their call permission decision?
   Yes. Customers can change or update their call permission decision anytime. Additionally, customers can choose to approve, reject, or not respond to the call permission request.

B. How to Activate WhatsApp Call

Admin role can access the WhatsApp Integration Settings menu and a new tab named “Call”. If you have this role, you can activate inbound and outbound calls as needed. Here are the steps.

1. Log into your Qontak account, then select the “Integrations” menu. Only admins can configure here.

2. Then click the “Call” tab.
   

3. On the next page, click “Configure” on the integrated WhatsApp account.
   

4. Choose to activate incoming calls (inbound), outgoing calls (outbound), or both.
   

5. Here is what will appear in the WhatsApp chat room if inbound is activated. In this case, a phone handle icon will appear.
   

6. Here is what will appear in the WhatsApp chat room if inbound is deactivated. In this case, the phone handle icon will not appear.
   

7. Here is what will appear in the WhatsApp chat room if outbound is activated. In this case, a call permission request button and call permission status will appear.
   

   Important
   In this initial release, settings apply to one WhatsApp number overall. Per-Agent settings are not yet available and will be considered for future development.

   WhatsApp Call Settings FAQ

• Does this change affect WhatsApp Call charges?
  No. The billing model remains the same. This feature only provides control over the types of calls active on your account. Outbound calls are still charged per minute.

• Can I set different settings for each Agent?
  In this initial release, settings apply to the entire WhatsApp number. Per-Agent settings will be considered for future development.

• Do I need to re-verify my WhatsApp account to use this feature?
  No. This feature is an enhancement on the Qontak platform and does not require re-verification with Meta.

C. Inbound Call

WhatsApp Call Inbound is a message or call coming into the Mekari Qontak platform from a customer in the form of questions, complaints, information requests, or any message sent by the customer to you. In this case, you can also send a trigger message to give the customer time to make a call. You can also receive any calls as long as they are within the 24-hour session from when the trigger message was sent.

1. Inbound Call Conditions

Here are the conditions related to inbound calls:

1. Currently, Agents can receive incoming calls through web and mobile.

2. For Agents receiving calls through web, it is recommended to use Inbox version V2.

3. From the Mekari user side, inbound calls are free of charge.

4. Inbound calls can appear on the Omnichannel main page, but we recommend Agents always keep the Inbox page open as Agents are usually very active there.

5. To receive inbound calls or make outbound calls, ensure your device (laptop, PC, or mobile phone) is connected to speakers and microphone. Also, make sure to 'allow permission', especially on the laptop or PC browser, to receive inbound calls.

6. It is recommended to enable all settings in the browser as shown below.
    

   You can do this next to the URL field in your browser by clicking the following icon: 

As part of these conditions, inbound calls can be received by Agents through different mechanisms depending on the configuration used. There are two inbound call mechanisms that Agents can receive:

• Inbound calls with room creation.
• Inbound calls without room creation (using ring group).

In certain conditions, Meta may impose restrictions on inbound calls if the Agent answer rate is considered low. To maintain communication quality and prevent such restrictions, businesses need to ensure system and Agent readiness to consistently handle inbound calls.

Here are Meta's rules and solutions related to inbound call restrictions due to low answer rates.

1. Commitment: Ensure there are Agents available to consistently handle calls.

2. Ring Group Optimization: Activate Ring Group on your account so Agents can still receive inbound calls even if no chat room has been created yet.

3. [MANDATORY] Always Active Browser Notifications: Make sure browser notifications and audio settings are always active to prevent missed calls or interactions.

Besides inbound call mechanisms, other behaviors in the communication feature need Agent attention, such as the use of voice notes. Customers can leave voicemail for Agents if one of the following conditions occurs:

• Customer declined the call before it connected.
• Agent declined the call before it connected.

From the customer side, if the call is declined, the customer will see a “Record Voice Message” button.

Customers can record and send a voicemail, which will then enter the chat room.

From the customer side, if the call is declined by the Agent, the customer will see a “Record Voice Message” button.

Customers can record and send a voicemail, which will then enter the chat room.

The call button is only available in the WhatsApp Desktop app (macOS only) and the WhatsApp Mobile app. This is a limitation from Meta, so calls cannot be made or received via WhatsApp Web.

2. How to Respond to WhatsApp Call Inbound on Mekari Qontak

In the following steps, you will learn how to manage WhatsApp Call Inbound on Mekari Qontak. Here’s the explanation.

Important
With WhatsApp Call Inbound, you can answer calls and reply to other messages, meaning call notifications do not close any chat window.

1. Log into your Omnichannel account with Agent role.
2. Select the Inbox menu.
   
3. If there are incoming calls, the following display will appear. You can click “Decline” to reject or “Accept” to answer.
   
4. Here is the display if you decline the call.
   
5. Here is the display if a call with a customer is ongoing and another customer calls.
   
    

D. Outbound Call

WhatsApp Call Outbound is a system of calls made to customers through Mekari Qontak. Usually, these calls include product information explanations, promotions, or providing solutions to issues. The goal is to manage and respond to interactions coming from customers.

1. Outbound Call Flow and Conditions

To make outbound calls via WhatsApp Call, the system applies certain flow and conditions, starting from checking active conversations, sending call permission requests, until calls can be made after customer approval. Here is the flow for sending and managing outbound call permission requests:

1. Availability of Active Conversation
The system will check if there is an active conversation of type Marketing, Utility, Authentication, Service, or Free Entry Point before sending a call permission request.

2. Request Limit Check
Before sending the request, the system checks the maximum sending limit of 1 request in 24 hours and 2 requests in 7 days. If the limit is exceeded, the request will not be sent.

3. Sending Call Permission Request
If the request limit is not reached and there is an active conversation, the system will send a call permission request to the customer.

4. Chat Room Condition
If the chat room has been resolved, the following applies:

• If the customer does not respond, the permission request will automatically close.
• If the customer replies after the chat room is resolved, the system will allow sending a new permission request according to the applicable limits.

5. Calls After Approval
After the customer approves the call permission request:

• The system will allow the business to make outbound calls.

• Once the call is successfully connected, the permission request limits (1 request in 24 hours and 2 requests in 7 days) will be reset.

  To make outbound calls, users need to ensure sufficient voice balance. The minimum balance to make a call is IDR 50,000.

6. Validity Period of Permission Request
Call permission requests will automatically expire if one of the following occurs:

• No response from the customer for 72 hours.
• A call is successfully connected.
• Customer approves a new request or chat room is resolved.

7. Types of Call Permissions

There are three call permission options the customer can choose:

• Permanent permission.
• Temporary permission granted for 7 calendar days (168 hours). Calculated as the number of seconds in a day multiplied by 7, starting from the user's approval.
• Do not allow.

Besides the flow and implementation conditions of outbound calls as explained above, there are certain limitations to consider to ensure compliance and effectiveness, including:

1. Call Volume Limit. Agents are limited to a maximum of 10 successful outbound calls connected to the same number within a 24-hour period.

2. Balance Dependency. Outbound calls depend on the available balance. The minimum balance required is IDR 50,000. If the balance runs out, calls will be automatically stopped, and Agents cannot continue calling the customer. See tariff information here.

3. Calls Not Answered or Declined by Customer.
   - After 2 consecutive unanswered calls, the system will display a message to reconsider the approved call permission.
   - After 4 consecutive unanswered calls, the approved call permission will be automatically revoked by the system.

FAQ about Outbound Call

1. If calling a country outside Indonesia, will the rate adjust to the destination country?
   Yes, outbound call rates will adjust according to the destination country. Information about per-minute rates by country can be seen at the link here.

2. Is the 10 outgoing calls per 24 hours limit counted only for successfully answered calls, or all call attempts?
   Yes, it counts when the business side successfully connects with the user.

3. What is the minimum top-up balance for Voice Balance?
   The minimum top-up amount for Voice Balance is IDR 50,000.

4. How to set Callback permission?

1. Log into your Meta Business Suite/Manager.

2. Then open the Business Settings menu.

3. In the left navigation panel, find and select WhatsApp Accounts under Accounts.
4. Select the Phone Number you want to configure call features for.
5. Open the ‘settings’ icon (usually a gear icon) next to your phone number or click the number. Then find the tab or section labeled Calls or Call Settings.
6. In the Calls section, you will find call-related settings, including options to enable or disable features such as:
   - Allow Voice Calls
   - Display Call Buttons
   - Callback Permission: Meta provides configuration options here allowing you to specify whether temporary call-back permission should be automatically granted when users call your business (User-Initiated Call). This option is usually labeled related to automatic callback permission or call permission request after incoming call.

2. How to Submit a Call Request for WhatsApp Call Outbound

Before managing WhatsApp Call Outbound, you need to submit a call request first to ensure the customer's availability for the call. Here are the steps.

1. Log into your Omnichannel account with Agent role.
2. Then select the “Inbox” menu.
   
3. Then click the “Assigned to me” tab.
   
4. Then select one chat room.
   
5. Next, in the type column, click the ‘call’ icon below to submit a call request.
   

6. Then the following information will appear stating that the call request will expire within 72 hours from when it was sent. Next, create a caption in the field and click “Send” to submit the call request.
   

7. Then the chat will be sent to the chat room as shown below.
   

8. To see if the customer has responded to the call request, you need to refresh the chat room page. If the customer has given permission, the top right corner below the phone number will show a section to view call permission status and call attempts, as well as a call button.
   
   - Currently, only 1 request in 24 hours and 2 requests in 7 days are allowed. If the limit is exceeded, requests cannot be sent.
   - If the customer does not respond, the request will close automatically.
   - If the customer replies after the chat room is resolved, the system will allow another permission request based on the limits.
   - The system will automatically end the permission request after:
   1. 72 hours with no response.
   2. Call connected.
   3. Customer submits a new request or resolves the chat room.
   - 1 agent can only receive 1 call at a time. If another call comes in while the agent is on a call, the call will automatically be routed and connected to all chat rooms.

9. However, if the customer declines to give call permission, the status will disappear from the top right corner of the chat room display.
   

3. How to Make a WhatsApp Call Outbound on Mekari Qontak

In the following steps, you will learn how to make WhatsApp Call Outbound on Mekari Qontak. Here’s the explanation.

Important
WhatsApp Call Outbound has a usage quota called ‘Voice balance’. Please always monitor this quota. If the quota runs out, please contact your Admin to perform a Top-up.

1. Log into your Omnichannel account with Agent role.
2. Then select the “Inbox” menu.
   
3. Then click the “Assigned to me” tab.
   
4. Then select one chat room.
   

5. After you get approval to submit a call request, click the ‘call’ icon below.

   If the ‘Voice balance’ is depleted, please contact your Admin to perform a Top-up.
   

6. Here is the display when the call is in progress.
   
   - You can click “Mute” or “Unmute” your voice by clicking the microphone icon below.
   
   - There is also information about Microphone settings. Click the dropdown icon below to see it.
   
   - Additionally, you can move the call widget position by clicking the six-dot icon below.
7. Here is the display if the call is not answered.
   
8. Here is the display if the call is declined.
   

E. Ring Group

Ring Group is a configuration that groups Agents and determines the strategy for distributing incoming calls, including how call notifications are given and which Agents are eligible to receive calls. With Ring Group, the system ensures every incoming call is handled efficiently without depending on a single Agent or chat room.

To allow businesses to receive inbound calls from customers without a prior chat room, we recommend creating a ring group. If no ring group is created and a customer calls directly without prior chat, the call widget will not appear for the agent.

There are two Ring Group Mechanisms:

• Ring to All (Notify all Agents)
  Incoming calls will simultaneously notify all available Agents. The agent who answers first will receive the call.
• Round Robin (Distribute calls in turns)
  Incoming calls will be distributed to Agents in turn according to a predetermined order, so the workload is more balanced.

Here is the difference between the two Ring Group mechanisms.

How to set up a Ring Group:

1. Log into your Qontak account, then select the “Settings” menu.

2. Then click the “Call” tab.
   

   Only Supervisors and Admins can access the Call menu.

3. Then click “Create group”.
   

4. Then set the Group name, Connected account, Ring Group mode, and Group members. Then click “Save”.
   

   For Ring mode, you can choose:

1. Distribute calls in turns
   Incoming calls will be allocated to available Agents one by one sequentially.
2. Notify all Agents
   Incoming calls will appear simultaneously to all Agents.

Once saved, the Ring Group will be active. Incoming calls on the configured WhatsApp channel will be allocated to the Agents you selected.

Here are the limitations of using Ring Group:

1. One Ring Group per Agent in One Account: If an agent is already part of Ring Group A, they cannot be added to another Ring Group.

2. 30-Second Ring Time: If no agent in the Ring Group answers the incoming call within 30–60 seconds, the call will automatically disconnect and be recorded as “Unanswered” in the Call Activity log.

3. WhatsApp Channel Focus: This configuration is currently only available for WhatsApp inbound calls initiated without chat room creation.

4. Different from Division: Ring Group functions similarly to a division but has different rules compared to the division feature in Chat.

Example scheme of calls with and without prior room

Example 1
A customer first sends a message to your business number. However, at that time, the chat room does not have an Agent assigned. When the customer then calls directly and no Ring Group is set, the inbound call cannot be received by the Agent.

Example 2
A customer does not send a message first to your business number. Meanwhile, no Ring Group is set. When the customer calls your business number directly, the inbound call cannot be received by your Agent.

Example 3
A customer sends a message first to your business number, and the chat room is still active with an Agent already assigned. When the customer calls directly and no Ring Group is set, the inbound call will be received by the Agent handling the customer's chat.

Example 4
A customer sends a message first to your business number, and the chat room is still active with an assigned Agent. When the customer calls directly and a Ring Group is set, the inbound call will still be received by the Agent handling the chat. This is because the customer is connected to an active chat room with an assigned Agent.

Example 5
A customer sends a message first to your business number, and the chat room is resolved with an assigned Agent. When the customer calls directly and a Ring Group is set, the inbound call will be received by the Agents in the Ring Group.

Ring Group FAQ

1. There is a Ring Group for Agent A and others. If a customer still has an active conversation with Agent A, then the customer calls, what happens?
   The inbound call will only go to Agent A. The Ring Group will not be active. The call widget will only appear to Agent A. This is because if there is still an active chat room, the incoming call is prioritized to the assigned agent.

2. There is a Ring Group for Agent A and others. If a customer no longer has an active conversation with Agent A (room resolved), then the customer calls, what happens?
   The Ring Group will be active. The call widget will appear to all members in the Ring Group settings.

3. If there is an incoming call routed to the ring group but is not answered by agents (rejected or ignored for 30 - 60 seconds), what happens?
   In Call Activity, the status “unanswered” will appear but the Agent name will be N/A.

4. When all members in Round Robin are offline and another incoming call arrives, what happens?
   - If there is a ring to all, it will be used as a callback.
   - If there is no ring to all, the call will not come in. 
5. In the Round Robin mechanism, for example, there are Agent A and Agent B. When an incoming call arrives, the call will first be directed to Agent A, then to Agent B. This distribution only considers Agent online status, regardless of whether the call is answered or declined.
6. In the Round Robin mechanism, if there is an incoming call and Agent A is still on a call, the next incoming call will be redirected to Agent B.
7. If there is an open room with an assigned assignee, incoming calls will ring to that assignee directly, not through the ring group.

If a customer has both round robin ring group and ring to all, incoming calls will go to the round robin first. If no one is online, it will fall back to ring to all.

F. WhatsApp Call on the Mobile App

The latest version of the Qontak Chat mobile app offers full WhatsApp Call capabilities for Agents:

• Agents can now receive incoming WhatsApp calls.

• The ability to receive incoming calls is supported even if the calls are routed through Ring Group settings.

Here is the WhatsApp Call display on the Mobile app.