Understanding Call Permissions for Business-Initiated Calls on DoubleTick
Business-Initiated Calling on DoubleTick allows your team to place outbound WhatsApp calls, but customer consent is mandatory. WhatsApp ensures that users are always in control of who can call them. This guide explains how permissions work, the limits in place, and how interactions are managed.
1. What is Call Permissioning?
Before a business can call a WhatsApp user, it must receive temporary permission from the user. Even after granting permission, the user can revoke it at any time. Conversely, if a user declines a permission request, they can still grant permission later — until the request expires.
Key Points:
All permissions are temporary.
Users always have full control over allowing, temporarily allowing, or rejecting calls.
Businesses must respect user decisions to remain compliant with WhatsApp policies.
2. How to Obtain Calling Permission
A WhatsApp user can provide call permissions to a business in three ways:
Call Permission Request from the Business
Send a free-form message or templated message asking for permission.
The user responds by allowing, temporarily allowing, or rejecting the call.
Callback Permission via User-Initiated Call
If a user calls the business first, temporary call permissions are automatically granted.
To enable this, the callback setting must be activated on the business phone number.
Via Business Profile
Users can provide permission directly from the business’s WhatsApp profile.
3. Limits on Call Permissions
To protect users and ensure a smooth experience, WhatsApp enforces the following limits per business + user pair:
Temporary Permissions
Granted for 7 calendar days (168 hours) from the time of user approval.
Businesses can make a maximum of 5 connected calls every 24 hours.
Permission Request Limits
Maximum 1 permission request per 24 hours.
Maximum 2 permission requests within 7 days.
Limits reset if a connected call (business-initiated or user-initiated) occurs.
Applies to both free-form and template messages.
Unanswered or Rejected Calls
2 consecutive unanswered calls trigger a system message suggesting the business reconsider the granted permission.
4 consecutive unanswered calls result in the automatic revocation of the approved permission.
Users can update permissions again at any time.
4. Expiration of Call Permission Requests
A permission request expires when any of the following occurs:
The user interacts with a subsequent new call permission request from the business.
7 days after the user accepted or declined the permission.
7 days after the permission request was delivered if the user does not respond.
Expired permissions ensure users are not overwhelmed with requests and maintain control over their communication preferences.
5. Why These Rules Matter
Protect users from unwanted or spammy calls.
Ensure businesses respect user consent and preferences.
Maintain a trustworthy communication environment.
Help businesses optimize engagement without violating WhatsApp policies.
6. User Interface Behavior
Users always see clear Allow / Temporarily Allow / Reject options when receiving a call permission request.
System notifications appear for consecutive unanswered calls to guide businesses on next steps.
Expired requests are automatically marked in the DoubleTick dashboard for easy tracking.
7. Summary
Business-Initiated Calls on DoubleTick are powerful tools for proactive engagement, but they require careful handling of call permissions. Understanding these limits and rules ensures:
Compliance with WhatsApp policies
Better customer experience
Efficient and respectful outreach
By following these guidelines, businesses can maximize the value of Business-Initiated Calling while keeping users happy and in control.
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