Receive WhatsApp Calls on Your Business Phones

Receive WhatsApp Calls on Your Business Phones

Open Voice calls from your WhatsApp number, review readiness, enable incoming calls and check how they reach your existing business call flow.

Customers can call your business from WhatsApp and reach your Zonitel phone system. The Voice calls page is currently marked Beta and focuses on receiving calls. Open it using the telephone-handset icon beside a number in Settings → WhatsApp.

Open Voice calls

1. Open Settings → WhatsApp in Office and confirm the selected business location.
2. Choose the Numbers tab.
3. Find the WhatsApp business number you want to use.
4. Under Actions, click the telephone-handset icon beside that number. It is separate from the gear icon and the three-dot menu.
5. Confirm the number shown at the top of Voice calls.

 

This icon opens call settings; it does not place a call. The checkboxes in the Numbers list select which numbers receive messages. Call availability is controlled separately inside Voice calls.

Check whether the number is ready

Read Can this number take calls? before changing the switches. The checklist covers the number's Cloud API connection, connected status, the business account's messaging-limit eligibility, whether voice calls are enabled and whether the connection to your phone system is ready.

Ready to ring your phones is especially important. If the page says the connection is not switched on, contact Zonitel Support to complete that setup. A connected messaging number and a saved voice-call switch do not, by themselves, confirm that your phones can receive the call.

Choose the call settings

1. In Turn calls on, enable Allow voice calls to allow customers to call this number from WhatsApp.
2. Enable Show the call button if you want the call button to appear in the WhatsApp chat and business profile.
3. Click Save in this section. These settings update the number's call options in Meta.
4. Review Call settings on Meta after saving. Check VOICE CALLS, CALL BUTTON, CALL HOURS and RINGS YOUR PHONES. Return to the page if necessary to check the reported state.

Hiding the call button does not disable incoming calls. If you need to stop receiving WhatsApp calls, use Allow voice calls, save and verify the resulting state. The button-visibility switch only controls where the button is displayed.

Call flow and identification

Incoming WhatsApp calls always follow the same call flow, hours and other settings configured in the number's Destination. Each incoming WhatsApp call displays the WA prefix so your team can identify it.

Test an incoming call

1. Confirm that calls are enabled and the phone-system connection is ready.
2. Use a separate WhatsApp account to call the business number at an allowed time.
3. Check that the intended phone menu, group or extension receives the call.
4. Answer and confirm that both sides can hear each other.
5. Review the caller ID and call history. If the test fails, share the number, time with time zone and the status labels with Support.

Common questions

• The call button is missing: check Show the call button and the state reported by Meta. Also review calling eligibility and the number selected.
• The customer can call, but our phones do not ring: check RINGS YOUR PHONES and the number's configured Destination, including its hours and availability.
• Can we call customers from here? This page configures incoming calls. Follow the availability notice shown for your number before expecting outbound WhatsApp calling; do not assume this icon is an outbound dialer.
• Are incoming calls free? The page states that Meta does not charge for user-initiated calls. Check your Zonitel service terms for any other applicable charges; this statement describes Meta's charge, not every part of your service.

Need help?

Call/Text/WhatsApp: (833) 966-4835
Email: info@zonitel.com