Important
Below are the billing terms for WhatsApp Call:
- Calls initiated by customers are free of charge.
- Calls initiated by businesses will be charged based on the customer’s country code, call duration, and call volume.
- Mekari Qontak applies per-minute billing. If a call exceeds the first minute, the charge will be rounded up to the next minute. Learn more here. 

A. Meta and Mekari Qontak Policy FAQ

1. Does a business need to have an active conversation to send a call consent request?
   Yes. A call consent request can only be sent if there is an active conversation, whether it is a marketing, utility, authentication, service, or free entry point conversation. If the customer approves the consent request, the customer service window will open, allowing the business to send free-form messages for 24 hours.

2. How many times can a call consent request be sent?
   A business can send a maximum of 1 consent request within 24 hours and up to 2 consent requests within 7 days. This limit will be reset once a call is successfully connected between the business and the customer, whether the call is initiated by the customer or by the business.

3. What happens if a business misses a call?
   If a customer calls the business and the call is not answered, the call can be configured to trigger the same call consent flow as a business-initiated call. 

   This mechanism is not an automatic callback. Please contact our team if you would like to enable automation.

4. How does a business know that a customer has approved the call consent request?
   The customer’s decision, whether approving or rejecting the request, will be sent to the business and can be viewed in the chat room at the top right corner, under the customer’s name. 

5. Can customers change their call consent decision?
   Yes. Customers can change or update their call consent decision at any time. They may choose to approve, reject, or not respond to the call consent request.

B. How to Enable WhatsApp Call

Users with the Admin role can access the WhatsApp Integration Settings menu and a new tab called “Call.” If you have this role, you can enable inbound and outbound calls according to your needs. Follow the steps below:

1. Log in to your Qontak account, then select the “Integrations” menu. Only Admins can perform configurations here.

2. Click the “Call” tab.
   

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

4. Choose to enable inbound calls, outbound calls, or both.
   

5. Below is how the WhatsApp chat room will appear when inbound is enabled. In this case, a phone handle icon will be displayed.
   

6. Below is how the WhatsApp chat room will appear when inbound is disabled. In this case, the phone handle icon will not appear.
   

7. Below is how the WhatsApp chat room will appear when outbound is enabled. In this case, a call consent request button along with the call consent status will be displayed.
   

   Important
   In this initial release, the settings apply to one WhatsApp number as a whole. Agent-specific 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 which call types are enabled on your account. Outbound calls are still charged per minute.

• Can I set different configurations for each Agent?
  In the initial release, the settings apply to the entire WhatsApp number. Per-Agent configuration 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 within the Qontak platform and does not require re-verification with Meta.

C. Inbound Call

WhatsApp Call Inbound refers to incoming calls received on the Mekari Qontak platform from customers, such as inquiries, complaints, requests for information, or any other communication sent to you. In this context, you can also send a trigger message to allow the customer time to initiate a call. You may receive calls within 24 hours from the time the trigger message is sent.

1. Inbound Call Terms & Conditions

The following are the terms related to inbound calls:

1. Agents can currently receive inbound calls via both web and mobile platforms.

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

3. From the Mekari Qontak user’s perspective, inbound calls are not subject to any charges.

4. Inbound calls may appear on the main Omnichannel page. However, it is recommended that Agents keep the Inbox page open, as this is where Agents are typically most active.

5. To receive inbound calls or make outbound calls, ensure that the device (laptop, PC, or mobile phone) is properly connected to a speaker and microphone. Also, make sure to allow the necessary permissions, especially in the browser on a laptop or PC, to enable inbound calls. 

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

7. You can adjust these settings next to the URL field in your browser by clicking the following icon:  

Siap, ini aku sesuaikan: poin pertama pakai bullet (•), lalu bagian aturan & solusi pakai numbering (1, 2, 3).

As part of these terms, 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).

Under certain conditions, Meta may apply restrictions on inbound calls if the Agent answer rate is considered low. To maintain communication quality and prevent such restrictions, businesses must ensure that their system and Agents are consistently ready to handle inbound calls.

Below are Meta’s rules and recommended solutions related to inbound call restrictions caused by low answer rates:

1. Commitment: Ensure that there are available Agents who consistently handle inbound calls.

2. Ring Group Optimization: Enable Ring Group on your account so that Agents can continue to receive inbound calls even when a chat room has not yet been created.

3. [MANDATORY] Browser Notifications Always Enabled: Ensure that browser notifications and audio settings are always enabled to prevent missed calls or interactions.

In addition to inbound call mechanisms, there are other communication behaviors that Agents need to be aware of, one of which relates to voice note usage. Customers can leave voice messages (voicemails) for Agents if one of the following conditions occurs:

•  Customer declines the call before it is connected.

• Agent declines the call before it is connected.

From the customer’s perspective, if the call is declined, the customer will see a "Rekam pesan suara" or “Record Voice Message” button.

Customers can record and send a voicemail, which will then be delivered to the chat room.

From the customer’s perspective, if the call is declined by the Agent, the customer will see a "Rekam pesan suara" or “Record Voice Message” button.

Customers can record and send a voicemail, which will then be delivered to the chat room.

The call button is only available on the WhatsApp Desktop application (macOS only) and the WhatsApp Mobile application. This is a limitation set by Meta; therefore, calls cannot be made or received through WhatsApp Web.

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

In the following section, you will learn how to manage WhatsApp Call Inbound in Mekari Qontak. Please see the explanation below.

Important
With WhatsApp Call Inbound, you can answer calls and respond to other messages at the same time. This means the call notification will not close any existing chat room.

1. Log in to your Omnichannel account using the Agent role.
2. Select the Inbox menu.
   
3. If there are incoming calls, the following screen will appear. You can click “Decline” to reject the call or “Accept” to answer it.
   
4. Below is the display shown when you decline a call.
   
5. Below is the display shown when you are currently on a call with a customer and another customer calls at the same time.
   
    

D. Outbound Call

WhatsApp Call Outbound is a calling system used to contact customers through Mekari Qontak. These calls are typically used to explain product information, deliver promotions, or provide solutions to reported issues. The purpose of outbound calls is to manage and respond to interactions initiated by customers.

1. Outbound Call Flow and Terms

To place an outbound call via WhatsApp Call, the system applies a specific flow and set of rules, starting from checking for an active conversation, sending a call permission request, until the call can be made after the customer grants consent. Below is the flow for sending and managing outbound call permission requests:

1. Availability of an Active Conversation
The system will check whether 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 permission request, the system will check the request limit of a maximum of 1 request within 24 hours and 2 requests within 7 days. If the limit has been exceeded, the permission request will not be sent.

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

4. Chat Room Conditions
If the chat room has been resolved, the following conditions apply:

• If the customer does not respond, the permission request will be automatically closed.

• If the customer replies after the chat room has been resolved, the system will allow a new permission request to be sent, subject to the applicable limits.

5. Call After Permission Is Granted
After the customer approves the call permission:

• The system will allow the business to place an outbound call.

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

  To place an outbound call, users must ensure that their voice balance is sufficient. The minimum balance required to make a call is IDR 50,000.

6. Validity Period of Call Permission
A call permission request will automatically expire if any of the following conditions occur:

• There is no response from the customer within 72 hours.

• A call is successfully connected.

• The customer approves a new request or the chat room is resolved.

7. Types of Call Permission

There are three call permission options that customers can choose from:

• Permanent permission.

• Temporary permission, valid for 7 calendar days (168 hours), calculated as the total number of seconds in a day multiplied by 7, starting from the time the user grants approval.

• Do Not Allow.

In addition to the outbound call flow and terms described above, there are certain limitations that must be considered to ensure compliance and effective use of this feature, including:

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

2. Balance Dependency. Outbound calls depend on the available balance. The minimum required balance is IDR 50,000. If the balance runs out, the call will be automatically disconnected, and the Agent will not be able to make further calls to the customer. Please refer to the pricing information for more details.

3. Calls Not Answered or Declined by the Customer.
   • If calls are not answered 2 consecutive times, the system will display a message prompting the Agent to reconsider the approved call permission.
   • If calls are not answered 4 consecutive times, the approved call permission will be automatically revoked by the system.

FAQ About Outbound Call

1. If I make a call to a country outside Indonesia, will the tariff be adjusted based on the destination country?
   Yes. Outbound call rates will be adjusted according to the destination country. Information regarding the per-minute rates based on the destination country can be found at the following link.

2. Is the limit of 10 outgoing calls per 24 hours calculated only for successfully connected calls, or does it include all call attempts?
   Yes, it is only counted when the call is successfully connected from the business side to 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 do I set up Callback Permission?
   - Log in to your Meta Business Suite / Business Manager
   - Then open Business Settings
   - In the left navigation panel, find and select WhatsApp Accounts under Accounts.
   - Select the Phone Numbers for which you want to configure call features.
   - Click the settings icon (usually a gear icon) next to your phone number or click the phone number itself. Then look for a tab or section labeled Calls or Call Settings.
   - In the Calls section, you will find call-related settings, including options to enable or disable features such as:
   a. Allow Voice Calls 
   b. Display Call Buttons 
   c. Callback Permission: Meta provides configuration options that allow you to determine whether temporary callback permission (temporary call permission) should be automatically granted when a user initiates a call to your business (User-Initiated Call). This option is usually labeled as automatic callback permission or call permission request after an inbound call.

2. How to Submit a WhatsApp Outbound Call Request

Before managing WhatsApp Call Outbound, you must first submit a call request to ensure the customer is available to receive the call. Follow the steps below:

1. Log in to your Omnichannel account using the Agent role.
2. Select the "Inbox" menu.
   
3. Click the "Assigned to me" tab.
   
4. Choose one of the available “Chat Room”.
   
5. In the “Type” field, click the “Call” icon to submit a call request.
   

6. An information message will appear stating that the call request will expire within 72 hours from the time it is sent. Enter a caption in the provided field, then click “Send” to submit the call request.
   

7. The request message will be sent to the “Chat Room” as shown below.
   

8. To check whether the customer has responded to the call request, you need to refresh the “Chat Room” page. If the customer has granted permission, a section will appear in the top-right corner, below the phone number, displaying the “Call Permission Status”, “Call Attempts”, and the “Call” button.
   
   - Currently, only 1 call request is allowed within 24 hours and 2 call requests within 7 days. If the limit is exceeded, the request cannot be submitted.
   - If the customer does not respond, the request will be closed automatically.
   - If the customer responds after the “Chat Room” has been marked as “Resolved”, the system will allow another permission request based on the applicable limits.
   - The system will automatically end the permission request if:
   1. There is no response within 72 hours.
   2. The call is successfully connected.
   3. The customer submits a new request or resolves the “Chat Room”.
   - One “Agent” can only receive 1 call at a time. If another call comes in while the agent is already on a call, the incoming call will automatically be routed and connected to all “Chat Room”. 

9. However, if the customer refuses to grant call permission, the status will disappear from the top-right corner of the “Chat Room” display.
   

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

In the following section, you will learn how to make a WhatsApp Outbound Call on Mekari Qontak. The explanation is provided below.

Important
WhatsApp Call Outbound has a usage quota referred to as “Voice Balance”. Please always monitor this usage quota. If the quota is exhausted, contact your “Admin” to perform a top-up.

1. Log in to your Omnichannel account using the Agent role.
2. Select the Inbox menu.
   
3. Click the "Assigned to me" tab.
   
4. Choose one of the available “Chat Room”.
   

5. After you receive approval to submit a call request, click the “Call” icon below to proceed.

   If the “Voice Balance” has been exhausted, please contact your “Admin” to perform a top-up.
   

6. Below is the display shown when the call is in progress.
   
   - You can click “Mute” or “Unmute” to control your audio by clicking the microphone icon below.
   
   - This section also displays information about the “Microphone” settings. Click the dropdown icon below to view the details.
   
   - In addition, you can move the position of the call widget by clicking the six-dot icon below.
7. Below is the display shown when the call is not answered.
   
8. Below is the display shown when the call is declined.
   

E. Ring Group

A Ring Group is a configuration that groups Agents and defines the strategy for distributing incoming calls, including how call notifications are delivered and which Agents are eligible to receive the calls. With a Ring Group in place, the system ensures that each incoming call is handled efficiently, without relying on a single Agent or a specific chat room.

To enable the business to receive inbound calls from customers without requiring a chat room beforehand, we recommend creating a Ring Group. If a Ring Group is not created, and a customer attempts to call the business directly without an existing chat, the call widget will not appear on the Agent side.

There are two “Ring Group” mechanisms:

• “Ring to All” (Notifications to all Agents)
  Incoming calls are notified simultaneously to all available “Agents”. The “Agent” who answers first will receive the call.

• “Round Robin” (Sequential call distribution)
  Incoming calls are distributed to “Agents” in a rotating order based on a predefined sequence, allowing the workload to be distributed more evenly among “Agents”.

Berikut perbedaan dua mekanisme Ring Group.

How to Set Up a Ring Group:

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

2. Click the “Call” tab.
   

   Only “Supervisor” and “Admin” roles can access the “Call” menu.

3. Click “Create Group”.
   

4. Specify the “Group Name”, “Connected Account”, “Ring Group Mode”, and “Group Member”, then click “Save”.
   

   For “Ring Mode”, you can choose:

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

After being saved, the “Ring Group” will become active. Subsequent incoming calls on the configured “WhatsApp” channel will be allocated to the “Agents” you have selected.

Below are the limitations of using a “Ring Group”:

1. One Ring Group per Agent per Account
   If an “Agent” is already assigned to “Ring Group A”, the “Agent” cannot be added to another “Ring Group”.

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

3. WhatsApp Channel Focus
   This configuration is currently available only for “WhatsApp” inbound calls initiated without creating a “Chat Room”.

4. Different from Division
   A “Ring Group” functions similarly to a “Division”, but follows different rules from the “Division” feature in “Chat”.

Example Call Flow Scenarios With and Without a Chat Room

Example 1

A customer first sends a message to your business number. However, at that time, the “Chat Room” does not yet have an assigned “Agent”. When the customer then makes a direct call and no “Ring Group” has been configured, the inbound call cannot be received by any “Agent”.

Example 2

A customer does not send a message to your business number beforehand. In addition, no “Ring Group” configuration exists. When the customer makes a direct call to your business number, the inbound call cannot be received by your “Agents”.

Example 3

A customer sends a message to your business number, and the “Chat Room” is still active with an assigned “Agent”. When the customer makes a direct call and no “Ring Group” has been configured, the inbound call will be received by the “Agent” who is handling the customer’s chat.

Example 4

A customer sends a message to your business number, and the “Chat Room” remains active with an assigned “Agent”. When the customer makes a direct call and a “Ring Group” has already been configured, the inbound call will still be received by the “Agent” handling the chat. This occurs because the customer is still connected to an active “Chat Room” with a responsible “Agent”.

Example 5

A customer sends a message to your business number, and the “Chat Room” has already been marked as “Resolved” with an assigned “Agent”. When the customer makes a direct call and a “Ring Group” has been configured, the inbound call will be received by an “Agent” who is part of the “Ring Group”.

FAQ About Ring Group

1. If a “Ring Group” has been configured for “Agent A” and other Agents, and a customer still has an active conversation with “Agent A”, what happens when the customer makes a call?
   The inbound call will be routed only to “Agent A”. The “Ring Group” will not be activated, and the call widget will appear only for “Agent A”.
   This is because when there is still an active “Chat Room”, incoming calls are prioritized to the “Agent” assigned to that customer.

2. If a “Ring Group” has been configured, but the customer no longer has an active conversation with “Agent A” (the “Chat Room” is “Resolved”), what happens when the customer makes a call?
   The “Ring Group” will be activated. The call widget will appear for all “Agents” who are members of the “Ring Group”.

3. If an incoming call enters a “Ring Group” but is not answered by any “Agent” (rejected or left unanswered for 30–60 seconds), what happens?
   In “Call Activity”, the call will be recorded with the status “Unanswered”, and the “Agent” name will be shown as N/A.

4. When all members in a “Round Robin” Ring Group are “Offline” and a new incoming call arrives, what happens?
   - If a “Ring to All” configuration exists, the call will be routed to “Ring to All”.
   - If no “Ring to All” configuration exists, the call will not be delivered. 
5. In the “Round Robin” mechanism, for example with “Agent A” and “Agent B”, incoming calls will be routed first to “Agent A”, then to “Agent B”. This distribution considers only the “Online” status of the “Agent”, regardless of whether the call is answered or rejected.
6. In the “Round Robin” mechanism, if there is an incoming call while “Agent A” is still “On Call”, the next incoming call will be routed to “Agent B”.
7. If there is an open “Chat Room” with an assigned “Agent”, any incoming call will ring directly to the assigned “Agent” and will not go through the “Ring Group”.

If a customer has both “Round Robin” and “Ring to All” Ring Group configurations, incoming calls will first be routed to “Round Robin”. If no “Agents” are in “Online” status, the call will then be routed to “Ring to All”.

F. WhatsApp Call on the Mobile Application

The latest version of the Qontak Chat mobile application provides full WhatsApp Call functionality for Agents.

• Agents can now receive incoming WhatsApp calls.

• Incoming calls remain supported even when they are allocated through Ring Group settings.

Below is the display of WhatsApp Call on the mobile application.

G. Report Activity

Role Supervisor and Admin can access the call activity report by following these simple steps:

1. Open the “Report” menu in your Qontak account.
2. Select “Call Activity”.
   

3. You will then be directed to the following view.
   

   This report groups call results into two main statuses:
   - Answered: The call is successfully connected and handled by an “Agent”.
   - Unanswered: The call is not connected or not completed. This includes cases where the “Agent” rejects the call, the “Customer” ends the call before it is connected, or the call exceeds the platform/system time limit (“Meta Time Out”) of 30–60 seconds.