> For the complete documentation index, see [llms.txt](https://docs.inogic.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.inogic.com/whatsapp4dynamics/features/voice-call.md).

# Voice Call

**Voice Call** allows you to make and receive WhatsApp voice calls directly from within Dynamics 365 CRM, enabling faster conversations, reducing response time, and maintaining a human touch.

Voice calls can be configured with call recording and consent management for full compliance.

**Step 1: Enable Voice Calling in Meta (WABA)**

Before using the voice calling feature, you must enable calls on your WhatsApp Business Account in Meta.

**How to Enable:**

1. Go to **Meta App** Dashboard.
2. Open the **Configuration** settings -> Enable **calls**

<figure><img src="/files/AcxDK9F6uwoByz7PvEqj" alt=""><figcaption></figcaption></figure>

3. Navigate to **Business Settings.**

<figure><img src="/files/vJoEFYyDFXiU5mnWiAro" alt=""><figcaption></figcaption></figure>

4. Click **WhatsApp Accounts** → **WhatsApp Manager**.

<figure><img src="/files/FKpmz6jy1ljsLM94s2Ag" alt=""><figcaption></figcaption></figure>

5. Select your **WhatsApp Number (Record).**

<figure><img src="/files/rhwB1HSfw62p8I8ju3wQ" alt=""><figcaption></figcaption></figure>

6. &#x20;Click on **Calls** and enable the following toggles:

<table data-header-hidden><thead><tr><th valign="top"></th><th valign="top"></th></tr></thead><tbody><tr><td valign="top">Toggle</td><td valign="top">Description</td></tr><tr><td valign="top">1. Allow Voice Calls</td><td valign="top">Enables outgoing WhatsApp voice calls</td></tr><tr><td valign="top">2. Allow Callback Requests</td><td valign="top">Lets users request a callback if a call is missed</td></tr><tr><td valign="top">3. Display Call Buttons</td><td valign="top">Shows a clickable call button in chat messages</td></tr></tbody></table>

<figure><img src="/files/IFH0AtDrZCCj7Txgk5qs" alt=""><figcaption></figcaption></figure>

**Step 2: Create Call Consent Message Template**

To comply with user permissions, a **Calling Consent Template** must be created. You must send this template to the client before initiating a voice call. Without the client’s approval, you are not permitted to make the call.

<figure><img src="/files/DacBmh3iThI3GQY7ls9T" alt=""><figcaption></figcaption></figure>

**How to Create a Calling Consent Template:**

1. In Meta → WhatsApp Manager → Create Template.

<figure><img src="/files/BmQUkyE4eeIp7WhRfCpN" alt=""><figcaption></figcaption></figure>

2. Select Template Type: ***Calling Permissions Request*****.**

<figure><img src="/files/LZ4TdfKvMXBbJA6eb2N5" alt=""><figcaption></figcaption></figure>

3. Template Example:

Hello, can I call you for business purposes?

<figure><img src="/files/La7n2g06ui2S1mrhkPDC" alt=""><figcaption></figcaption></figure>

**Step 3: Set Up Call Recording Template in WhatsApp4Dynamics**

Recording customer calls? Ensure transparency and compliance with Recording Consent Templates.

To Create:

1. First, create the template in **Meta.**\
   Once the template is approved by Meta, proceed to the next step.
2. Go to **Message Templates** in WhatsApp4Dynamics.
3. Click **New Message** Template.

<figure><img src="/files/fi2jTR5Y2hgr61Na6sbA" alt=""><figcaption></figcaption></figure>

4. Select Template Type: ***Call Recording Template*****.**

<figure><img src="/files/kz4jfJ75a8IALQeDOjNr" alt=""><figcaption></figcaption></figure>

5. Choose your approved template.

Example Template:

Hello, for business purposes, we are storing this call. If you do not consent, please select No. Otherwise, your continued presence on the call indicates your consent.

**Save** and **publish** the template.

<figure><img src="/files/4hykKlxLwoE6Leife2Iw" alt=""><figcaption></figcaption></figure>

**Note:**

* Currently, only a single button is supported in the template.
* The button text clearly indicates “No”.
* &#x20;If the customer clicks the "No" button, the call will not be recorded to ensure compliance with consent laws.

**Step 4: Configure Voice Call Preferences**

Navigate to:\
\
Configuration → WhatsApp Preferences → Voice Call Settings

**Voice Call Settings:**

<figure><img src="/files/G08xWPcSCD8CdrMZCtTF" alt=""><figcaption></figcaption></figure>

<table data-header-hidden><thead><tr><th valign="top"></th><th valign="top"></th></tr></thead><tbody><tr><td valign="top"><strong>Setting</strong></td><td valign="top"><strong>Description</strong></td></tr><tr><td valign="top">Enable Call Recording</td><td valign="top">Activates call recording (requires Azure Blob Storage enabled).</td></tr><tr><td valign="top">Storage Platform</td><td valign="top">Must be set to Azure Blob Storage.</td></tr><tr><td valign="top">Recording Consent Delivery Mode</td><td valign="top">Choose how consent message is sent:</td></tr></tbody></table>

* User Sent: Agent sends manually during the call
* System Sent: Sent automatically during the call

<figure><img src="/files/xaN66m9xAcRdxULnsyWj" alt=""><figcaption></figcaption></figure>

* **If no option selected:** Recording starts by default
* **Call Ringtone**: Users must enter a URL that links to a custom ringtone file stored in Azure Blob Storage. This ringtone will play for incoming calls.
* **Call** **Ring Recipients:** Define who is alerted when a new incoming call arrives and the chat status is new, meaning there is no assigned chat owner yet.

**Team:** All team members get system notification\
\
**Team Admin**: Only the team admin's device rings and receives the notification where the chat status is new and has no assigned owner.

<figure><img src="/files/tACzlbLqVncJbtf0gSex" alt=""><figcaption></figcaption></figure>

#### System Notifications

* To receive **system notifications**, users must enable notifications in their browser settings for the CRM site.
* Agents can see calling notifications both in the chat UI and the notification panel, ensuring they don’t miss incoming calls even when navigating away from the chat screen.

**Voice Call UI**

**Incoming Call UI:**

<figure><img src="/files/XySOOSJKJ82zmVw6ngzf" alt=""><figcaption></figcaption></figure>

1\.       **Accept Call** - Answer the incoming call.

2\.       **End Call** - Immediately terminate the call from your side.

3\.       **Send Call Recording Consent** - This button sends the call recording consent template. If the user does not consent, the system will terminate the cal&#x6C;*.* The global recording consent template is used when this button is tapped.

**UI when a Call is Accepted:**

<figure><img src="/files/V6aLLib61QczzuEPwWKW" alt=""><figcaption></figcaption></figure>

* **Calling:** The system starts ringing the selected recipient.

<figure><img src="/files/pzxuuVFvtfSsAQNifCXq" alt=""><figcaption></figcaption></figure>

* **Ringing:** Notification is sent and ringtone plays at client’s end.

<figure><img src="/files/oblJ1ny3Fs4wi9RiKOO3" alt=""><figcaption></figcaption></figure>

* **Send Recording Consent** – Sends the **call recording consent template** to the customer. If the customer declines, the call may not be recorded.

**Callbacks and Templates**

If the agent misses a call:

* A “Tap to Call Back” hyperlink appears in the chat.

<figure><img src="/files/I7nTmvMMdsxJYvA5fTqg" alt=""><figcaption></figcaption></figure>

**System Notifications**

With System Notifications enabled, agents receive sound alerts for incoming calls even while navigating away from the chat screen, ensuring prompt attention.

<figure><img src="/files/kF4FyloRoHnPEF4MCPBt" alt=""><figcaption></figcaption></figure>

**Call History and Media Storage**

* Call history is logged under the Chat Hub.

<figure><img src="/files/PJuqCDfXCC2FeXHMoOY3" alt=""><figcaption></figcaption></figure>

•  Call recordings and any associated media are stored securely in Azure Blob Storage, which helps reduce CRM storage usage.

<figure><img src="/files/DaxHOH2oi0AFxKOrjLR0" alt=""><figcaption></figcaption></figure>