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DMLY takes WhatsApp voice calls directly in the Inbox, so a contact who is already messaging you can reach you without leaving the conversation. Turn voice calling on for one of your WhatsApp numbers and the Call button appears on WhatsApp conversations. Outbound calling is not currently usable.

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Turn voice calling on for a number

Open your WhatsApp channel’s setup and go to the Calling tab. If you see Connect your WhatsApp number on the Configuration tab to manage voice calling, connect the number first — see Connect WhatsApp. Under Voice calling — Let customers call this number on WhatsApp, and place calls to them from the inbox — you have: Saving confirms with Voice calling settings updated. The page states the commercial reality plainly: Inbound calls are free and global. Outbound calls are billed per minute, need the contact’s permission, and are unavailable to recipients in some countries (incl. US, Canada, Nigeria).

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Place a call

Outbound calling is not currently usable. DMLY only permits an outbound call to a contact with a recorded permission grant, and nothing in the app records one — not Auto-grant call-back permission, and not a contact who answers a Call Permission request with ACCEPTED. Every outbound call is refused with This contact has not granted call permission. Send a call-permission request first.Receiving calls is unaffected. Until this changes, ask contacts to call you.

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Receive a call

Inbound calls ring the team members who have marked themselves available for calls. Only available users ring, so nobody is interrupted because a teammate left a tab open. When you answer, the call bar shows Connecting… and then the live call, ending at Call ended. The bar lives outside the conversation, so you can move around DMLY mid-call without dropping it. Several people can ring for the same call. The first to accept gets it; everyone else’s ringer simply stops with no message, and anyone who had already clicked Answer sees Answered elsewhere. If you have DMLY open in more than one tab, only one tab rings. Answering a call does not assign the conversation — do that separately if you want the contact routed back to you. See Assign a chat.

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Ask a contact for calling permission

Add the Call Permission node to a flow to ask a contact to allow voice calls, with a message like Can our support team call you about your order?. The node has ACCEPTED and DECLINED exits, so you can branch on the answer.
An ACCEPTED reply lets you branch the flow, but it does not record calling permission, so it will not let you place an outbound call — see Place a call.
Meta limits permission requests to 1 per 24 hours and 2 per 7 days per contact. Do not loop this node or fire it from a high-volume trigger.
See Flow builder.

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Follow up automatically after a call

Calls behave like any other event in DMLY. Four call events can start a flow and are sent as webhooks:
  • Incoming call — a customer has started a call, before it is answered.
  • Call completed — the call connected and finished.
  • Missed call — nobody answered.
  • Call declined — the call was declined.
A missed call and a no-answer both arrive as Missed call — they are not distinguished. Call-triggered flows are skipped for contacts whose bot is paused, the same as inbound messages.

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See how calling is going

The Overview page shows two call tiles, Calls and Call answer rate. Both appear only while the active channel is a WhatsApp one — switch to any other channel and neither renders. Call answer rate is the share of all calls that were completed. The total counts outbound calls alongside missed, declined and no-answer ones, so it is not a measure of how many inbound calls your team picked up.

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Troubleshooting

Check, in order: the conversation is a WhatsApp conversation; the number is connected; Enable voice calling is on for at least one WhatsApp number in the workspace, in the Calling tab. The button is driven by a setting cached when the number connects, so if you just turned voice calling on, re-save the number or reconnect it.
Outbound calls are currently refused for every contact, whatever the number or country — see Place a call. Inbound calls still work and are free, so ask the contact to call you.
Only users who have marked themselves available for calls will ring. Check their availability before assuming a fault.

Connect WhatsApp

Connect the number calling runs on.

Inbox overview

Everything else you can do in a conversation.

Flow builder

Ask for call permission and follow up after calls.

Notifications

Stay on top of new conversations and mentions.