# How do I call a customer on WhatsApp in SyBox?

In SyBox, this is done in Inbox > WhatsApp voice calls in the browser. 1) In the WhatsApp conversation, open the contact panel and click "WhatsApp call" (the WhatsApp icon) beside the customer's number. It shows when one of your numbers answers calls in SyBox. 2) WhatsApp decides who may be called. If the customer allowed calls, the call starts in your browser: "Calling…", then "Ringing…", then you talk, with Mute and End as on an incoming call. 3) If the customer has not allowed calls…

## How to call a customer on WhatsApp

1. In the WhatsApp conversation, open the contact panel and click "WhatsApp call" (the WhatsApp icon) beside the customer's number. It shows when one of your numbers answers calls in SyBox.
   ![The contact panel: "WhatsApp call" beside the customer's number](https://www.smartsybox.com/res/sybox/help/call-a-customer-on-whatsapp-1.webp?v=bbc24ee5)
2. WhatsApp decides who may be called. If the customer allowed calls, the call starts in your browser: "Calling…", then "Ringing…", then you talk, with Mute and End as on an incoming call.
3. If the customer has not allowed calls yet, click "Ask permission to call". WhatsApp sends them "May we call you on WhatsApp?". You see "Permission request sent. You can call once the customer accepts." Their answer appears in the conversation: "The customer allowed WhatsApp calls" or "The customer declined WhatsApp calls".

The call is written in the conversation as "Outgoing call by" the agent's name with its length, or "not answered" if nobody picked up. Meta bills calls your business places, per minute.

## Questions

**Q: I see "The customer has not allowed calls, and WhatsApp does not allow another request yet."**

WhatsApp limits how often you may ask the same customer. Wait for their answer, or ask again later.

**Q: I see "Calls are off on this WhatsApp number."**

Turn calling on for the number in Settings > Channels (see "What is needed" above).

**Q: Can agents call a customer from SyBox?**

Yes, on WhatsApp, when the customer allows it: see "How to call a customer on WhatsApp". The "Call" button next to a phone number on a phone or tablet opens that device's normal phone dialler.

**Q: The switch is off. What happens when a customer calls?**

Agents still see the "Incoming WhatsApp call" card with one beep so they know someone is calling. They cannot answer it in SyBox, and the card closes by itself.

**Q: I see "Microphone permission denied" and the call ends.**

Allow microphone access for SyBox in your browser's site settings, then answer the next call.

**Q: I see "This browser doesn't support voice calls".**

Use an up-to-date browser that supports calls.

**Q: I see "This number is no longer connected to WhatsApp. Reconnect it in WhatsApp Manager."**

The number has lost its connection to WhatsApp. Reconnect it in WhatsApp Manager.

**Q: Someone answered the call on our business phone, but SyBox says "Missed call". Why?**

SyBox can only confirm calls that were answered in SyBox. Every other call is shown as "Missed call".

**Q: Does a call open the 24-hour messaging window or mark the chat unread?**

No. The call moves the conversation to the top of the list, but it does not mark it unread or open the 24-hour window.

Source: https://www.smartsybox.com/help/call-a-customer-on-whatsapp