WhatsApp calls.
Inside Bitrix24.

Start a voice conversation with your customers.
From the CRM your team already uses.

Bring your CRM and real conversations together. Ask for permission, get a yes, and make the call. All from the workspace you already know.

See how it works
Permission first. Better conversations follow.
WhatsApp Calls Inside Bitrix24
From permission to conversationYour CRM. Their WhatsApp. One conversation.
Your everyday tools.
A new way to connect.
Made by EMCsoft

Less switching.
More connecting.

Some conversations need more than a message. Switch to voice without switching between your CRM and your phone.

Your teamWorking in Bitrix24
CallCenter24Connected through Twilio
Your customerAnswering on WhatsApp

Calls in both directions

Let customers call you, or reach out to them once you have their permission.

Permission built in

Customers choose in WhatsApp. You see their response right in the CRM record.

Keep the context

Start the conversation from a contact, lead, company, or deal in Bitrix24.

From setup
to your first hello.

See every step in CallCenter24.
Choose a step to take a closer look.

Set up calling for your team

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In CallCenter24, open WhatsApp → WhatsApp Calls and click Add New Assignment. Select the responsible agent and your WhatsApp number.

Enable call recording and transcription if needed, then click Save license to save your settings.

You only need to configure this in CallCenter24.
Your step-by-step guide

A great conversation
starts with a yes.

One request. Three ways to respond.
Your customer chooses. Your CRM keeps you in the loop.

Choose a customer response to see what happens
Customer choice → CRM resultExample
accepted

You’re ready to connect

Your customer has agreed to receive calls. Check the current permission in your CRM and select your WhatsApp number in the Dialer.

The choice always belongs to your customer

Ready for
your first call?

A few things to check before you connect. Get these in place for a smoother setup.

01A supported WhatsApp number

You need an approved Twilio WhatsApp number with calling enabled. Outbound calling is not supported for business numbers from the USA, Canada, Egypt, Nigeria, Türkiye, or Vietnam.

This restriction applies to your business sender number. Check current country availability before connecting.

Check current Twilio requirements
02Matching calling and messaging licenses

Your Calling and Messaging (WABA) licenses must use the same outgoing number and responsible agent. Select the Voice Call Request template to ask for consent.

See the setup step
03Your customer’s permission

Before an outbound call, send a request and wait for accepted status. You cannot call if the customer declines or has not replied. Repeat requests are subject to WhatsApp limits.

Explore the permission choices

Good questions.
Clear answers.

The essentials of WhatsApp calling with CallCenter24, explained simply.

Does my customer need to install CallCenter24?

No. Your customer receives the permission request and answers the call in WhatsApp. Your team uses CallCenter24 inside Bitrix24.

Can I call a customer without their permission?

An outbound call requires valid permission. Send a request from WhatsApp CC24 → Call Permission and wait for accepted status. A delivered message alone does not mean the customer has agreed.

What does Cooldown mean? Do I need to wait to call?

Cooldown is the time until you can send another permission request. It is not a waiting period before a call. If you already have valid consent, check its status and whether calling is available.

How often can I send a permission request?

Twilio documents a limit of one request per 24 hours and two requests in seven days. Check the current Twilio requirements linked above for up-to-date limits and permission duration.

How is a WhatsApp call different in the Dialer?

The Dialer looks familiar. The difference is the outgoing number labeled WhatsApp. Select that number before clicking the green call button.

Can I record and transcribe calls?

Yes. Call recording and transcription are always available to enable with your WhatsApp Calls license.

Your next conversation.
Now on WhatsApp.

Get CallCenter24 ready for your first call.
Start with your number, your license, and a customer’s yes.