Why can’t I automate WhatsApp calls in coexistence mode?
If you are using WhatsApp in coexistence mode, it is important to know that Meta may limit automation for WhatsApp voice calls in that setup.
The short answer
Because the limitation comes from Meta/WhatsApp, not from CitaFlow’s internal configuration.
What coexistence does support
Coexistence is typically designed to:
- keep WhatsApp Business active on your phone
- automate messages and conversations
- preserve manual control of the channel
What it may not support
In this mode, incoming WhatsApp calls are not always exposed for automation. That means you can use the channel for chat, but not necessarily for an AI voice agent to handle WhatsApp calls.
What your options are
If WhatsApp calls are not critical, the most practical setup is usually to:
- use WhatsApp for messaging
- use your regular phone number for calls
- tell customers to call the main number if they need to speak to someone
- even disable WhatsApp calls if they create confusion
How to disable WhatsApp calls
If you decide to turn them off:
- Open WhatsApp Manager from business.facebook.com.
- Go to Account tools > Phone numbers.
- Select your number.
- Open Calls.
- Turn off Allow voice calls.
If these options look different in your account, send support a screenshot and we will guide you.
Can this limitation be avoided?
Only in more restrictive setups where the number is less tied to normal mobile-app use. Even then, for most businesses it is better to prioritize coexistence at first, because it gives you more control and lower operational risk.
Recommendation
Do not design your workflow around WhatsApp calls if you plan to use coexistence. A better setup is:
- automated chat in WhatsApp
- AI phone agent for regular voice calls
- booking website as an additional path
In short: if WhatsApp calls are not automated in coexistence mode, that is usually not a problem with your account—it is a current channel limitation set by Meta.