Businesses can initiate outbound voice calls via WhatsApp to connect with customers, strengthen engagement, and deliver timely support. Outbound calling helps organizations provide personalized assistance and resolve issues faster.

Country Eligibility

• Supported Regious: Business-initiated calling is available everywhere Cloud API is supported.

• Excluded countries: United States, Canada, Egypt, Vietnam, and Nigeria.

Prerequisites

• DP Enablement: Ensure that the DP is enabled by reaching out to your Success Manager or Sprinklr Support.

• User Consent: The customer must grant explicit call permission (temporary or permanent) before the business can initiate a call

• Call Permission Request Template: Create and send a Call Permission Request template. For steps, see Create a Call Permission Request Template.

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WhatsApp User Call Permissions

​Call permission–related features are available only in regions where business-initiated calling is supported.

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If a business wants to place a call to a WhatsApp user, it must first receive the user’s permission. When a user grants permission, it can be either temporary or permanent:

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• Temporary permission: Allows businesses to call the user for a limited period.

• Permanent permission: Allows ongoing calls until the user revokes the permission.

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Businesses cannot control or modify these permissions. They are granted and revoked solely by the user. Permanent permission data remains stored until the user chooses to revoke it.

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Permission Limits (Per Business and WhatsApp User Pair)

Certain limits apply to protect WhatsApp users from unwanted calls. 

Connected Call Limits

A business can make a maximum of 100 connected calls every 24 hours per business phone number. These limits ensure that businesses maintain responsible communication practices.

Call Permission Request Rules

Businesses can proactively request calling permission by sending a permission request template message.

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Once the request is sent, the WhatsApp user may:

• Approve the request (temporary or permanent permission)

• Decline the request

• Ignore the request

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Even if permission is granted, the user can revoke it at any time. Similarly, if the user declines the request, they can still grant permission later until the request expires.

Permission Request Expiry

A call permission request expires when any of the following conditions occur:

• The user interacts with a new call permission request from the business.

• 7 days after the user accepts or declines the request.

• 7 days after the request is delivered, if the user does not respond.

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The Sprinklr UI (Care Console) will reflect the behavior of expired permission requests accordingly.

Permission Request Limits

To maintain a positive user experience, WhatsApp enforces limits on permission requests.

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When sending permission request messages:

• Maximum 1 permission request within 24 hours

• Maximum 2 permission requests within 7 days

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These limits reset whenever a connected call occurs between the business and the WhatsApp user, regardless of whether the call was initiated by the business or the user. These restrictions apply specifically to permission requests sent through template messages.

Handling Unanswered or Rejected Calls

To further protect users from unwanted calls, WhatsApp enforces additional controls when business-initiated calls are unanswered or rejected.

• 2 consecutive unanswered calls trigger a system message prompting the user to reconsider their granted permission.

• 4 consecutive unanswered calls automatically revoke the previously approved permission.

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Once revoked, the user may choose to grant permission again at their discretion.

Create a Call Permission Request Template

You can create a Highly Structured Message (HSM) template to request call permission from customers before initiating an outbound voice call. This template helps ensure customers provide explicit consent and makes the call workflow clear and transparent.

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To create an HSM template for call permission request, follow these steps:

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1. Click the New Page (+) icon to open the Launchpad.

2. Under Platform Modules > Integrate, click Digital Asset Management.

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3. In the top‑right corner, click Create Asset.

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4. From the dropdown, select Templates > Omni Chat Templates.

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5. In the Basic Details section, enter the template name and description.

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6. In the Asset Specific section:

• From the Channel drop‑down, select WhatsApp Business.

• From the Template Type drop‑down, select HSM.

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7. In the Template Details section, enter the following:

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8. In the Message Details section, enter the following:

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9. Once you have composed the call permission request asset, configure notifications, asset details, properties, additional details, and sharing options.

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10. Click Save.

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Agent Experience in Care Console

The following workflow describes how agents request permission and initiate WhatsApp Voice Calls from Care Console.

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1. Sends a Call Permission Request: Open the customer conversation in Care Console. Send a WhatsApp Call Permission Request Template created in the Create a Call Permission Request Template section.

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2. Customer Response: The customer receives the request on WhatsApp and can choose one of the available permission options.

3. Customer Profile Updated and Permission Update Message is Created: When the customer responds, the customer’s profile is updated with the latest permission status. A system‑generated permission update message is created in the conversation. For more information, see Permission Update Messages.

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4. Initiate a Call: Once permission is granted, in Care Console, click the Call button. Care Console displays, eligible phone numbers.

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Permission Update Messages

Whenever a customer updates their WhatsApp voice call permission, Sprinklr automatically generates a permission update message within the Care Console conversation.

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Using Permission Update Messages in Rule Engine

Permission update messages are exposed in Rule Engine as a dedicated message subtype. This allows brands to build automated workflows that respond to customer permission updates without requiring manual intervention from agents.

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Permission update messages are available in rule configurations that support message-level conditions, including Inbound Rules and Queue Rules.

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Message Subtype

Use the WhatsApp Call Permission Update message subtype when configuring rules.

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Sample Rule Configuration

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