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WhatsApp Business Calling lets a customer place a voice call to one of your agents directly from WhatsApp — this is calling, not text messaging. It works alongside regular phone numbers: some of your agents can keep taking SIP calls while others answer on WhatsApp.
WhatsApp Business Calling isn’t publicly released yet. Until it is, contact support@osvi.ai to have it enabled for your workspace.

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What you need

A WhatsApp Business number on Meta’s Cloud API, with calling enabled for it in your Meta developer account, plus these values from the Meta console:

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Setting it up

1

Switch the agent to WhatsApp

On the voice agent’s Telephony tab, choose WhatsApp Calling as the transport (alongside SIP (default) and WebSocket streaming). This is one of three mutually exclusive transports per agent, so this agent stops taking SIP calls while it’s on WhatsApp — other agents on your account are unaffected.
2

Connect the number

Click Connect number and fill in the fields above, plus an optional Label and an Active toggle.
3

Finish setup in Meta

Osvi shows a Callback URL and a Verify token — both copyable. In the Meta developer console:
  1. Open your app → WhatsApp → Configuration.
  2. Paste the Callback URL and Verify token, then click Verify and save.
  3. Subscribe to the calls webhook field.
  4. Under Phone numbers → your number → Calling, enable calling and set business hours (inbound calls need them).
  5. Place a test call to the number from WhatsApp — your agent should answer.
If you ever need to reissue the callback URL and verify token — for example after a credential leak — use Rotate webhook on the connected number. The old callback URL stops working immediately, so update the Meta console with the new values right away.

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Limits

  • Outbound WhatsApp calls need the recipient to have granted your business permission to call them, and are only available in the countries Meta supports for WhatsApp calling.
  • A number can only be attached to an agent while that agent’s telephony transport is set to WhatsApp.