eGrow lets you make and receive voice calls over WhatsApp β right inside the inbox, using the customer's WhatsApp number, with no phone line or dialing involved. It's perfect for confirming an order, clearing up a delivery address, or having a quick conversation when chat is too slow. You can even let your AI Agent answer and place calls for you. This guide covers how WhatsApp calling works, the permission step, placing and receiving calls, the AI option, and how it differs from VoIP. Calls happen from your inbox.
Note: WhatsApp calls are not the same as VoIP calls. VoIP dials a real phone number through your own SIP provider. WhatsApp calls happen in-app over WhatsApp β free voice-over-internet between you and the customer's WhatsApp, tied to the conversation. Use WhatsApp calls for customers you're already chatting with; use VoIP to reach any phone number.
Before you begin
- A connected WhatsApp account in eGrow (see connecting WhatsApp). WhatsApp calling must be available on that number.
- An open conversation with the customer in the inbox.
- A headset with a microphone is recommended, and your browser must be allowed to use the microphone.
How WhatsApp calling works
A WhatsApp call is a real voice call carried over the internet through Meta's WhatsApp Business Calling β the same as when someone calls you inside the WhatsApp app, except your agent takes it from the eGrow inbox. Because it rides on WhatsApp, there are no per-minute phone charges and the call is automatically linked to that customer's conversation and history.
The one rule: calling permission
WhatsApp protects customers from unwanted calls, so a business can't just cold-call anyone. Before your first call to a customer, they must grant you calling permission. eGrow handles this for you:
- When you press call and the customer hasn't given permission yet, eGrow automatically sends them a permission request in the chat.
- The customer taps Allow (or declines) β their answer appears back in the conversation as a permission reply.
- Once they've allowed it, you can call them; if they decline, you can't call until they change their mind.
You can also proactively ask for permission by sending a "Request calling permission" template β useful in a campaign so customers opt in before you ever need to call.
Important: the permission step is required by WhatsApp, not by eGrow β there's no way around it, and that's a good thing. It keeps your number in good standing. Don't spam permission requests; ask when you genuinely need to call.
Placing a call
Open a conversation in the inbox and look for the call button β a phone icon with a small green WhatsApp badge β in the conversation header. Click it:
- If permission is already granted, the call starts immediately.
- If not, eGrow opens the permission flow (above) and sends the request; once the customer allows it, press call again.
A small call panel appears (you can drag it out of the way) and walks through the call states: Preparing β Connecting β Ringing β Connected β Ended. While connected you get:
- A live duration timer.
- Mute / Unmute for your microphone.
- Hang up to end the call.
Receiving a call
If a customer calls your WhatsApp business number, an incoming-call notification pops up in eGrow with the customer's name and Accept / Reject buttons β so your agent can answer without leaving their work. Accepting opens the same in-call panel.
Letting the AI Agent handle calls
Your AI Agent can take WhatsApp calls too, with a natural voice β great for after-hours or overflow. In the AI Agent's Calls settings (the "Answer WhatsApp Calls" section) you configure:
- Language β the language the AI speaks on calls.
- Voice β the AI voice (each with a gender).
- Max call duration (seconds) β calls end automatically after this.
- Permission wait (seconds) β how long to wait for the customer to accept before giving up.
- Availability windows β the hours the AI answers; set none and it answers 24/7.
There's also an AI call button (the phone icon with the AI avatar) to have the agent place a call. The AI answers on every WhatsApp connection linked to that agent.
Tip: pair WhatsApp calling with the permission template in a campaign β send the opt-in first, then your agents (or the AI) can call the customers who allowed it. For confirming cash-on-delivery orders specifically, the Confirmation Center and VoIP are usually the faster tools.
Troubleshooting
- No call button / it's disabled: check that the conversation is on a WhatsApp connection that supports calling, and that you have a customer phone number.
- "Permission required": the customer hasn't allowed calls yet β eGrow sends the request automatically; wait for them to tap Allow, then call again.
- No sound / they can't hear you: allow the browser's microphone permission and use a headset; check you're not muted.
- Call won't connect: a weak network on either side can stop a WebRTC call β try again on a stable connection.
What's next
Reach customers the way that fits: keep chatting in the inbox, dial any phone number with VoIP, confirm COD orders in the Confirmation Center, and let the AI Agent cover chats and calls automatically.