Callbell supports WhatsApp inbound calls, allowing customers to call your business directly from WhatsApp. Once enabled, your team can receive and manage calls from a dedicated calls inbox, separate from regular chat conversations.
This article explains how to enable and configure inbound calls, how to answer them, and how notification settings work.
How to set up inbound calls
Inbound calls are managed from the WhatsApp Calls settings page.
Enabling the call button
To let customers call your business, enable the Display call buttons option in the calls settings:
Once active, customers will see a call button directly on your business profile in WhatsApp, allowing them to initiate a call from their side.
Setting call hours
You can restrict when customers are able to call you by enabling Limit calls outside business hours and holidays.
When a customer tries to call outside of those hours, they will see a message letting them know when you will be available again and suggesting they send a message instead.
How to answer inbound calls
When a customer calls your business, a red dot with a counter appears on the Calls tab in the inbox, indicating how many calls are waiting to be answered.
Open the Calls tab, go to All calls, then click ✅ to accept or ❌ to decline the incoming call.
| Permissions: All agents with access to the conversation can see and answer incoming calls. Agents who do not have access to a given chat will not see the call notification and will not be able to answer it. |
Impact on the 24-hour customer service window
Inbound calls also affect the customer service messaging window. As soon as a customer calls your business — even if the call is missed — the following permissions are granted:
- A 24-hour window opens, allowing you to send free-form messages to the customer.
- You can call the customer back (outbound call) within 7 days of their call.
Notifications
You can configure how and when you receive call notifications from the notification settings page. There are three options:
- Notify me on incoming WhatsApp calls assigned to me — you will only be notified when a call comes in on a conversation assigned to you.
- Notify me on any incoming WhatsApp calls — you will be notified for all inbound calls that you have access to, regardless of assignment.
- Enable sound for calls — plays a ringing sound when a new call arrives, based on the notification settings above. This helps you stay aware of incoming calls even when Callbell is open in a background tab.