Understanding Call Permissions for Business-Initiated Calls on DoubleTick
Business-Initiated Calling on DoubleTick allows your team to place outbound WhatsApp calls to customers. However, customer consent is mandatory — WhatsApp ensures users always remain in control of who can call them.
This guide explains how call 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 first receive temporary permission from that user.
Even after granting permission, users can revoke it anytime. If a user declines a permission request, they can grant permission later — until the original request expires.
Key Points:
All permissions are temporary.
There are now only two permission options:
Temporarily Allow (valid for 7 days)
Decline
Users always have full control over 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:
a) Call Permission Request from the Business
The business sends a free-form message or templated message requesting call permission.
The user responds by temporarily allowing (for 7 days) or declining the call request.
b) Callback Permission via User-Initiated Call
If a user calls the business first, temporary call permission is automatically granted.
To enable this, the callback setting must be activated on the business number.
c) Via Business Profile
Users can grant or revoke call permission directly from the business’s WhatsApp profile.
3. Limits on Call Permissions
To protect users and maintain a safe calling 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 up to 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 permission usage.
4 consecutive unanswered calls automatically revoke the granted permission.
Users can update their 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 new permission request from the same business.
7 days after the user accepted or declined the permission.
7 days after the permission request was delivered with no response.
Expired permissions prevent repetitive or spammy requests, ensuring users remain in control.
5. Why These Rules Matter
These rules are designed to:
Protect users from unwanted or spam calls.
Ensure businesses respect user consent and preferences.
Maintain a trusted and user-first communication experience.
Help businesses engage efficiently without violating WhatsApp policies.
6. User Interface Behavior
Users now see only two clear options when receiving a call permission request:
Temporarily Allow (7 days)
Decline
System notifications appear after 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 offer an excellent way to connect with customers — but only with proper consent.
By following WhatsApp’s updated permission rules, your business ensures:
Compliance with WhatsApp policies
Better customer experience
Respectful and effective outreach
With these best practices, your team can use Business-Initiated Calling confidently while keeping users safe, informed, and in control.
Last updated