Before starting a call you need to collect CPR with either a text or template message. The following steps describe how to do so using a template message:
You can use the endpoint
POST/{WABA_ID}/message_templates
Adapt you request body using the following example
2
You will get the following response
Send CPR Template Message
1
To send the template message, you can use the endpoint:
POST/{PHONE_NUMBER_ID}/messages
Request body
2
When the user responds to the CPR you will receive the following webhook with the status:
GRANTED: End-user accepted the request and you can now start the call.
REJECTED: End-user rejected the request. A new request can be sent.
REVOKED: The permission expired or was withdrawn by the end-user.
Webhook example:
CPR rules:
A permission is valid for 7 days.
Max 2 CPRs per 7 days per user.
Max 5 business-initiated calls per 24h per user.
Permission auto-revoked after 4 unanswered calls.
How to Initiate a Call
1
Enable Callback Permission Status in call settings
When callback_permission_statusis enabled, the user automatically provides call permission to your business when they place a call to you.
The call permission request expires when any of the following occurs:
When the consumer interacts with a subsequent new call permission request to the business
7 days after the permission was accepted or declined by the consumer
7 days after the permission was delivered if the consumer does not respond to the request
2
Initiate the Call
Once permission is granted, you can initiate the call.
Endpoint:
POSThttps://waba-v2.360dialog.io/calling/call
--header 'D360-API-KEY: ••••••'
3
If there are no errors, you will receive a successful response:
4
Once permission is granted, initiate a call:
Endpoint
POST/calling/calls/{phone_number_id}
Body
5
After successful initiation of a new call, you will receive Call Connect Webhook response that contains SDP Answer from Cloud API.
Your business will then apply the SDP Answer from this webhook to your WebRTC stack in order to initiate the media connection.
6
After initiating the call, you may receive these statuses:
RINGING: Call is ringing on the user's device
ACCEPTED: User accepted the call
REJECTED: User rejected the call
TERMINATE: Call ended for any reason
Troubleshooting
If you face errors, make sure to check in the following table the possible resolutions. If you can't find your issue, please contact our support team for more.
{
"name": "sample_cpr_template_test",
"language": "en",
"category": "MARKETING",
"components": [
{
"type": "BODY",
"text": "We would like to call you about Order {{1}} containing {{2}}. Can we call you?",
"example": { "body_text": [["ON-12345", "Avocados"]] }
},
{ "type": "FOOTER", "text": "Talk to you soon!" },
{ "type": "CALL_PERMISSION_REQUEST" }
]
}
{
"entry": [
{
"changes": [
{
"field": "calls",
"value": {
"calls": [
{
"biz_opaque_callback_data": "TRx334DUDFTI4Mj", // Arbitrary string passed by business for tracking purposes
"session": {
"sdp_type": "answer",
"sdp": "<RFC 8866 SDP>"
},
"from": "13175551399", // The business phone number placing the call (caller)
"connection": {
"webrtc": {
"sdp": "<RFC 8866 SDP>"
}
},
"id": "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA", // The WhatsApp call ID
"to": "12185552828", // The WhatsApp user's phone number (callee)
"event": "connect",
"timestamp": "1749196895",
"direction": "BUSINESS_INITIATED"
}
],
"metadata": { // ID and display number for the business phone number placing the call (caller)
"phone_number_id": "436666719526789",
"display_phone_number": "13175551399"
},
"messaging_product": "whatsapp"
}
}
],
"id": "366634483210360" // WhatsApp Business Account ID associated with the business phone number
}
],
"object": "whatsapp_business_account"
},
{
"entry": [
{
"changes": [
{
"field": "calls",
"value": {
"statuses": [
{
"id": "wacid.HBgLMTIxODU1NTI4MjgVAgARGCAyODRQIAFRoA", // The WhatsApp call ID
"type": "call",
"status": "[RINGING|ACCEPTED|REJECTED]", // The current call status
"timestamp": "1749197000",
"recipient_id": "12185552828" // The WhatsApp user's phone number (callee)
}
],
"metadata": { // ID and display number for the business phone number placing the call (caller)
"phone_number_id": "436666719526789",
"display_phone_number": "13175551399"
},
"messaging_product": "whatsapp"
}
}
],
"id": "366634483210360" // WhatsApp Business Account ID associated with the business phone number
}
],
"object": "whatsapp_business_account"
}
