How to Control the WhatsApp Call Button Visibility
DoubleTick lets you control whether customers see a call button in your WhatsApp chat window — and whether calling is enabled for your channel at all. Both settings are managed directly from your channel profile.
How to Access Call Settings
Click the Settings icon in the left sidebar of your DoubleTick dashboard.
Select Manage Channels from the Settings menu.
Find the WhatsApp channel you want to configure and click the three-dot (⋮) icon on the right side of that channel's row.
Select Update Channel Profile from the dropdown. The Channel Settings panel will open on the right side of your screen.
At the top of the panel, click the Call Settings tab.
Understanding the Two Toggles
Enable Calling
This toggle controls whether your team can make and receive WhatsApp calls with customers on this channel.
On — Calling is active for this channel.
Off — Calling is fully disabled for this channel.
Display Call Button to Customers
This toggle controls whether a call button is visibly shown to customers inside the chat window.
On — Customers see a call button in the chat and can tap it to initiate a call.
Off — The call button is hidden from the chat window.
Important Note
Turning off the Display Call Button toggle only hides the calling icon from the live chat window — specifically, the icon that appears to the right of a customer's name in the chat. It does not block anyone from calling your WhatsApp API number.
Customers can still reach you by:
Using the Calls section in their WhatsApp mobile app to place a call directly to your number.
Tapping a call button inside a WhatsApp template message, if your number has been shared in one.
This toggle gives you control only over the icon's visibility within the chat window — it does not restrict or block incoming calls to your API number in any way.
Who Should Use This?
Support-only teams who do not want customers calling directly — turn off the call button display.
Sales teams who want easy call access for customers — turn on both toggles.
Businesses with limited calling capacity — enable calling but hide the button to avoid unexpected inbound calls.
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