Get started with WhatsApp Voice

What you supply, what OneXtel sets up, and how to test your first WhatsApp call before going live.

Enabling WhatsApp Voice on a number takes a short onboarding with your OneXtel account team. Most of the configuration is done for you; this page covers what you provide and what to check at the end.

Before you start

You need:

• A WhatsApp Business number that is already active on the WhatsApp Business Platform through OneXtel.
• A voice platform that accepts SIP calls and can be reached from the internet. See Connect your voice platform.
• Someone with admin access to your Meta Business account, to share your WhatsApp Business Account with OneXtel.

Meta applies its own eligibility rules to calling on a number. OneXtel checks these with you during onboarding and tells you if anything needs to change.

What you supply

Item	Why it is needed
WhatsApp Business Account ID	Identifies the account the number belongs to.
Phone number ID of the number to enable	Identifies the number inside WhatsApp. This is not the phone number itself.
SIP trunk details	Where your platform wants WhatsApp calls delivered: host or IP address, port, transport, codecs.
The firewall rule on your side	Your platform must accept signalling and audio from the OneXtel gateway. OneXtel gives you the addresses.
A test contact	Someone who can place a test call and confirm what your platform received.

What OneXtel sets up

1. Access to your WhatsApp Business Account

   You share your WhatsApp Business Account with OneXtel in Meta Business Settings and give it full control. Your account team gives you the OneXtel business ID to share it with.

2. Reads the number's current settings

   OneXtel reads the number’s existing calling settings first. Nothing is changed at Meta until the next steps.

3. Turns calling on

   OneXtel enables calling on the number. Customers then see the call button in the chat.

4. Points WhatsApp at the OneXtel gateway

   OneXtel sets the number’s SIP connection to the gateway and stores the credentials Meta generates. You never handle these credentials.

5. Connects your trunk

   OneXtel attaches your SIP trunk to the number. You can attach more than one, in priority order, for failover.

Enabling WhatsApp Voice does not change the webhook URL you use for WhatsApp messaging. Only the number’s calling and SIP settings are updated.

Test your first call

1. Call from a different WhatsApp account

   Use a phone with a different WhatsApp account from the business number. WhatsApp calls are supported on iPhone and Android.

2. Refresh the call button

   Open the chat with the business number and tap its name once. This refreshes the call button, which can otherwise lag after a settings change.

3. Place the call

   Tap the call button. The call should reach your voice platform within a second or two.

4. Check both directions

   Confirm that you hear your platform’s greeting and that your platform hears you.

If the call connects but you hear nothing, see Troubleshooting. The most common cause is a platform that answers but waits for the caller to speak first.

Go-live checklist

• A test call connects and audio flows both ways.
• The call appears in OneXtel’s call records as answered, with two-way audio.
• Your platform sees the caller’s number in the format you expect.
• Your failover trunk, if you have one, has been tested.
• Your support team knows how to report a problem. See Troubleshooting.

Related

• How it works
• Protocols and media