Turn calling on
- The number must already be connected to Best SMS Bulk.
- In OneBox, open Settings → WhatsApp calls for that number and enable voice calling. The setting is saved to Meta.
- If the screen says calling is locked, Meta has not enabled it for the number yet. Leave the toggle as shown and contact us with the phone number ID. Forcing calls from the consumer app will not unlock the API.
- Install BSB OneBox for Android if agents leave the desk. A browser tab in the background misses rings that the app can show.
Inbound and outbound
- Inbound: the customer calls your business number. Answer in OneBox. No permission request is required beforehand.
- Outbound: you need the customer’s call permission first. OneBox sends a permission request. That request is not the call. Wait until they accept, then place the call.
- If they decline, wait before you ask again. Meta rate-limits repeated permission requests.
- Permission can expire or be revoked. OneBox will ask you to send a new request. Do not keep tapping Call on a locked thread.
How this fits the inbox
A call sits on the same contact as the chat. Reply in text after the call while the service window is open. Transfer and team habits belong in the shared inbox: one owner, one ring path, so two agents do not pick up twice.
FAQ
Can I call any WhatsApp user?
You can call customers who accepted a call-permission request, and you can answer people who call you. Cold calling a list from the API is not available.
Does coexistence replace OneBox calling?
The Business app can still place WhatsApp calls on the phone. The team queue, recording context, and transfers are in OneBox once API calling is enabled. Use one place as the published route so customers are not answered twice.
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