User-initiated calling
___

User-initiated WhatsApp Business Calling enables end users to start a voice call to your business from within the WhatsApp app.

NOTE  
You can [enable WhatsApp Business Calling](#how-to-enable-user-initiated-calling) in the [Infobip web interface](https://portal.infobip.com/login). If you do not see the option to activate WhatsApp voice, the WhatsApp voice routes are not enabled on your account. Contact your account manager or [Support](https://www.infobip.com/contact).

___

## Availability

User-initiated calling is supported in all countries where WhatsApp Business Messaging is available, **except the following**:

- **Cuba**
- **Iran**
- **North Korea**
- **Syria**
- **Ukraine regions: Crimea, Donetsk, and Luhansk**

Once voice is enabled on your sender, any user in a supported country can initiate a call to your business, regardless of where the sender is based.
___

## How to enable user-initiated calling

To use user-initiated calling, you must first activate WhatsApp voice for your sender in the Infobip web interface.

1. In the [web interface](https://portal.infobip.com/login), open the **Numbers** app.
2. Select your WhatsApp sender number.
3. Open the **WhatsApp** tab.
4. Select **Activate WhatsApp voice**.

If you do not see the option to activate WhatsApp voice, the WhatsApp voice routes are not enabled on your account. Contact your account manager or [Support](https://www.infobip.com/contact).
___

## How to initiate a call

You can enable users to call your business in several ways:
- Display a calling icon in the WhatsApp chat interface.
- Send a pre-approved message template that includes a call button.
- Send a free-form interactive message with a call button.

### Calling icon in the chat interface [#calling-icon-in-the-chat-interface-how-to-initiate-a-call]

When the calling icon is shown in the WhatsApp chat user interface, any user can initiate a call at any time.

You can control the visibility of this icon through the WhatsApp Manager:

- In the WhatsApp manager, go to **Account tools** > **Phone numbers**.
- Enable the **Display call buttons** toggle.

Some businesses may decide to hide the calling icon on the messaging screen and only let their users call them by sending them a [free-form interactive message](#free-form-interactive-message-with-a-call-button-how-to-initiate-a-call) or a [template message with a calling button](#message-template-with-a-call-button-how-to-initiate-a-call).

### Free-form interactive message with a call button [#free-form-interactive-message-with-a-call-button-how-to-initiate-a-call]

Use an interactive message within an active session to let the user call your business.

View JSON example

```json
POST {{baseUrl}}/whatsapp/2/messages
Content-Type: application/json
Authorization: {{authorization}}

{
  "messages": [
    {
      "sender": "{{sender}}",
      "destinations": [
        {
          "to": "{{destination}}"
        }
      ],
      "content": {
        "interactive": {
          "body": {
            "text": "Thanks for being a trusted customer. What can we help you with?"
          },
          "action": {
            "buttonDisplayText": "Call to speak with an agent"
          },
          "type": "VOICE_BUTTON"
        },
        "type": "INTERACTIVE"
      }
    }
  ]
}
```

### Message template with a call button [#message-template-with-a-call-button-how-to-initiate-a-call]

Use a pre-approved template to let users call from outside the 24-hour messaging window.

View JSON example

```json
POST {{baseUrl}}/whatsapp/2/senders/{{sender}}/templates
Content-Type: application/json
Authorization: {{authorization}}

{
  "name": "voice_call_9",
  "category": "MARKETING",
  "language": "en",
  "structure": {
    "body": {
      "text": "You can call us on WhatsApp now for faster service!"
    },
    "buttons": [
      {
        "type": "VOICE_CALL",
        "text": "Call Now"
      },
      {
        "type": "URL",
        "text": "Contact Support 1",
        "url": "https://www.luckyshrub.com/support"
      }
    ]
  }
}
```

Sending a message template with a call permission request is similar to [sending a WhatsApp template message](https://www.infobip.com/docs/api/channels/whatsapp/whatsapp-outbound-messages/send-whatsapp-template-message).
___

Explore supported user-initiated calling

See how WhatsApp Business Calling integrates with Conversations, SIP trunks, webRTC, and custom voice applications in [supported scenarios](https://www.infobip.com/docs/whatsapp/whatsapp-business-calling/supported-calling-scenarios#user-initiated-calling-scenarios).