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This guide explains how to enable and set up WhatsApp calling to assign a Voice AI Agent to answer incoming calls or make outgoing calls via Chatzy AI.

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Requirements

  • Connected WhatsApp Number: You must have a WhatsApp number connected in the Channels section.
  • Voice AI Agent: You must have a configured Voice AI Agent.

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Enable WhatsApp Calling

  1. Navigate to Channels in the left-hand menu.
  2. Click on WhatsApp. Your connected WhatsApp numbers will appear here.
  3. Click the Three Dots icon under the Actions column and select Enable WhatsApp Calling.
  1. Check the box labeled Enable WhatsApp calling.
  2. Configure your weekly working hours and select the correct Time Zone.
  3. Click Save or Update.

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Call Handling Setup

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Set Up Voice AI Agent for Incoming Calls

  1. Go to the Journeys section.
  2. Click Create Journey, give it a name, choose Blank Template, and click Create.
  3. Click Add Trigger → select Incoming Call.
  1. Add an action → select Assign to Voice AI Agent.
  1. Open the settings of the action. Select the Voice AI Agent from the dropdown.
  1. Click Save, then Publish to activate the journey.

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Step 1: Create a WhatsApp Call Permission Template

For business-initiated WhatsApp calls, you must first get the user’s permission.
  1. Go to Message Templates → select WhatsApp.
  2. Click + Create Template.
  3. Set Category: Marketing, give it a name, and choose the Language.
  4. Write your permission message inside the Body field.
  5. Enable the Call permission request toggle.
  1. Review the preview and click Create.
WhatsApp may take up to 24 hours to approve the template.

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Step 2: Set Up Outbound WhatsApp Calls in Journeys

  1. Go to Journeys and open the journey where you want to trigger the call.
  2. Go to the step after which the call should be initiated (e.g., after an Execute Code action, Wait action, etc.).
  3. Add a new action: Initiate Outbound WhatsApp Call.
  4. Set the correct Phone Number, depending on the trigger:
  • Inbound Webhook trigger:
    {{inbound_webhook.phone_number}}
  • Conversation trigger:
    {{contact.phone_number}}
  1. Select the Voice AI Agent that should make the call.
  1. Click Save, then Publish.
Learn more about how call buttons work inside a Conversational AI Agent.