> ## Documentation Index
> Fetch the complete documentation index at: https://docs.adsera.in/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp calling

> Take and make WhatsApp voice calls in AdsEra: your team answers in the browser, Addy answers with an AI voice, or your own system handles calls through the API.

Customers can **call your WhatsApp Business number**, and your team can call customers back, right inside AdsEra. Calls are answered in the browser: no phone needed.

> [!NOTE]
>
> Calling isn't available on **Coexistence** numbers (numbers also used in the WhatsApp Business app). Calls to those numbers keep ringing in the WhatsApp Business app.

## Choose who answers

Open **Numbers**, pick the WhatsApp number, and under **Call handling** choose who answers voice calls to it:

| Option | What happens |
| - | - |
| **Human** | The call rings in AdsEra for your team. Anyone logged in sees the incoming call and can **accept** or **reject** it. |
| **AI** | [Addy](https://docs.adsera.in/help/ai/addy.md) answers with an AI voice, using the same knowledge, tools and personality as in chats. |
| **API** | Your own system handles the call through the [Call API](https://docs.adsera.in/api-reference/call/connect.md). |

## Answering calls (Human)

When a customer calls, every team member who is logged in to AdsEra sees the incoming call with the caller's name and number, and hears a ringtone. Click **Accept** to talk in the browser (allow microphone access the first time), and hang up when done.

If Addy was on the call and hands it over, the incoming screen shows Addy's summary of the call so far.

## Calling a customer

WhatsApp only lets a business call a customer who has given **permission**.

**1. Ask for permission**

Send the customer a template with a **call permission request** (a template type in **Templates**: no buttons or media headers). The customer taps to allow calls.

**2. Call**

Open the chat. While the permission is valid, the **Audio Call via WhatsApp** button in the chat header is active. Click it to call. The button is greyed out when there's no valid permission.

## Addy on calls (AI)

Set Addy up for calls on **Addy → Calls**:

* **Voice and language:** pick a voice, with Indian voices included.
* **Record calls:** Addy tells the caller at the start, and you can play recordings from the call's details.
* **After a call, send the caller a short recap on WhatsApp.**
* **Extra instructions for calls** (optional).

While talking, Addy can send photos, links and templates to the caller's WhatsApp. When a person is needed, Addy transfers the call to your team. **Recent calls** lists the calls Addy answered. Open one to read what was said.

AI calls use [AI credits](https://docs.adsera.in/help/account/credit-usage.md), about 5–8 credits per minute.

## Call history

* In the chat, each call appears as a message. Open it to see the details, a **Summary** and the **Original** transcript, and the recording when there is one.
* On the contact, **See call logs** lists every call with that contact.

## Troubleshooting

> [accordion] The call button is greyed out
>
> The customer hasn't given call permission, or it has expired. Send a call permission request template again.

> [accordion] No incoming call shows in AdsEra
>
> Check that **Call handling** is set to **Human** and that you're logged in to AdsEra in a browser tab. Coexistence numbers ring in the WhatsApp Business app instead.

> [accordion] The other person can't hear me
>
> Allow microphone access for app.adsera.in in your browser settings, and check your selected microphone.


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