Customers can call your WhatsApp number, and your team answers in the browser, on any page of MirageCHAT. WhatsApp calls are part of the Growth and Pro packages.
Turn calls on for a number (owners and admins)
- Open Channels › Connected, find the WhatsApp number’s card and press Calls.
- Under What WhatsApp needs, check the three lines: Connected to MirageCHAT only (not also used in the WhatsApp Business app on a phone), A daily limit of 2,000 customers and A payment method at Meta. A line that isn’t met says what to do, and the switch stays off until it is.
- Switch on Customers can call this number. The call button appears in their WhatsApp chat with you.
- Choose the rest:
- Call button in WhatsApp: Show or Hide. Hidden, customers can still call you from a call button you send them.
- Calling hours: Any time, or Set hours with a Time zone, the hours of each day and up to 20 days off (+ Add a day off). Outside these hours WhatsApp offers a message, or a callback when Ask to call back is on.
- Ask to call back: after a call, or outside your hours, the customer can let you call them for 7 days.
- Who hears the ring: Everyone who can open this chat, or The assigned agent first — everyone else after 15 seconds; a chat with nobody assigned rings for everyone.
- Press Save. Changes can take up to 7 days to reach every customer’s WhatsApp.
Answer a call
- A card appears at the top right of any page with the customer’s name and number, the WhatsApp number they called and where the call came from, and the browser rings. It rings for everyone who can open that chat.
- Press Answer; the first time, allow the browser to use the microphone. The first to answer takes the call. Decline turns it down for everyone; the × hides the card in this browser only.
- A bar at the bottom of every page shows the call: Mute, Chat (opens the conversation), End, a list to switch microphone, and how loud You and Customer are.
Call a customer
- In a WhatsApp conversation, press Call at the top. It is there when calls are on for that number.
- WhatsApp asks the customer first. If they haven’t allowed calls, add a line if you like and press Ask … to allow calls: they see Allow and Don’t allow in WhatsApp, and the answer appears in the chat. Once they allow it, press Call … with their name.
- Or press Send a call button. When the customer taps Call on WhatsApp, the call rings in MirageCHAT. The button works for 24 hours.
Every call
Calls, in the menu right under Inbox, shows today’s numbers and every call, with All, Missed, Incoming and Outgoing, Chat, and Call back on a missed call. Owners, admins and managers see it. Each call is also one line in its conversation, such as Missed call with Call back.
Good to know
- Available for calls, at the bottom of the menu, decides whether this browser rings. It is kept for each browser.
- If your microphone sends nothing for 5 seconds, the bar says No sound from your microphone — check that it isn’t muted on your computer, or choose another one.
- Calls from customers are free. Calls you make are billed by WhatsApp per minute, in 6-second steps, to the payment method on the WhatsApp account. MirageCHAT adds nothing.
- WhatsApp allows one permission request a day and two a week to the same customer. Businesses with numbers from the US, Canada, Egypt, Vietnam or Nigeria can’t call customers; customers can still call them, and a call button still works.
- When too many calls go unanswered, WhatsApp hides your call button for a while. Answer or decline quickly, and set calling hours your team can cover.
- The MirageCHAT app rings on the phone too, from version 1.5.0.
- Something not working: miragechat.io/help/fix-whatsapp-calls/