Conversations Just Got Real — Introducing WhatsApp Voice by MSG91

WhatsApp Voice Calling allows customers to place voice calls directly from their WhatsApp chat window and agents receive these calls inside the Hello Application.

Prerequisites to Enable WhatsApp Voice Calling
To activate WhatsApp Voice Calling on MSG91, ensure the following:

1. WhatsApp Number Must Be Active on MSG91

• Your number must be onboarded on MSG91’s WhatsApp.

• Your WhatsApp number should have a minimum messaging limit of 2,000 messages/day.

• Setup guide: https://msg91.com/help/whatsapp/how-to-begin-with-whatsapp

2. Customer Must Send the First Message

• The call option appears only after a customer messages your WhatsApp number.

• This prevents unsolicited calls and ensures customer-initiated communication.

How to Enable the WhatsApp Voice Call Feature via Dashboard 

This guide explains how to enable and configure the WhatsApp Voice Call feature through the MSG91 Dashboard.

Please Note: If your number is onboarded under WhatsApp Coexistence, then the Call Settings toggle will not be enabled by default.

Steps to Enable WhatsApp Voice Call Feature via Dashboard

Step 1: Log in

• Log in to your MSG91 Dashboard: https://control.msg91.com

Step 2: Open WhatsApp Microservice

• Click on WhatsApp Microservice.

Step 3: Go to Numbers

• Click on Numbers under WhatsApp Microservice.

Step 4: Enable Call Settings

• Find the number for which you want to activate voice calling.

• Turn on the toggle next to Call Settings.

2. Configure Call Settings

Step 1: Open Call Settings

• Scroll sideways and Click on the three dots (⋮) next to your WhatsApp number.

• Click on Call Settings.
  

  

Step 2: Set Up Call Settings

• A configuration window will appear.

• Enter or update the following based on your requirements:

  • Call Icon Visibility: Controls when the call icon should appear for your WhatsApp number.

  • Weekly Operating Hours: Lets you set the days and time ranges when calls will be allowed.

  • Holiday Schedule: Allows you to block calls on specific dates marked as holidays.

• Once the configuration is complete, click Save.

Steps to Enable WhatsApp Voice Call Feature via API

You can also enable the WhatsApp Voice Call feature in your MSG91 WhatsApp Channel using the API. Follow the steps below:

1. Refer to the Official API Documentation

To enable and configure WhatsApp Voice Calls via API, please refer to the official MSG91 documentation:

WhatsApp Voice Call API Documentation:  https://docs.msg91.com/whatsapp/whatsapp-voice-call

This documentation explains the required API endpoint, headers, payload structure, and sample requests.

2. Configure Your API Request

1. Open the API documentation link.

2. Configure the payload as shown in the documentation based on your setup requirements.

3. Enter your Auth Key under the Header section.
   Click TRY to execute the API call.

How to Get Your MSG91 Auth Key

To find your Auth Key, please refer to this help documentation:  https://msg91.com/help/api/where-can-i-find-my-authentication-ke

4. After Successful Setup

Once the API request is executed successfully, the Call option will automatically appear in your WhatsApp Microservice → Numbers section for the selected WhatsApp number.

The call button will be shown in 15 minutes on your number as shown in the picture below:

WhatsApp Inbound & Outbound Calling

WhatsApp now supports both inbound and outbound calls through MSG91.

• Customers must call you first on WhatsApp.

• After receiving an inbound call, your team can call the customer back (outbound).
  Outbound calls cannot be initiated directly by the business.

• This ensures customer-controlled communication and avoids unsolicited calling.

How to Enable the WhatsApp Voice Chatbot

To use Voice Bot with WhatsApp Calling, follow this guide:

Voice Bot Setup: https://msg91.com/help/hello-contact-center/voice-bot

Steps:

1. Create a new Agentic AI Chatbot.

2. Enable the Voice Bot toggle (top-right).

3. In the Channels section, select your WhatsApp Number.

4. Save and publish the bot.

Need Assistance? We’re Here to Help

If you face any issues during the process or need help configuring your API request, feel free to schedule a call with our WhatsApp Team: https://calendly.com/msg91-whatsapp