Guide · Calling · For the owner whose customers say the call cut off
When WhatsApp calls to your business cut off or go silent: the call log and the causes Meta's troubleshooting page lists
A customer calls the business on WhatsApp, the call connects, and then it goes silent and drops. Or the phone menu's greeting starts halfway through a word. Meta's calling troubleshooting page explains where to see what happened to each call and lists the usual causes. Here is the part an owner needs.
Published 7 October 2026
Where to look first: the call log
Meta's page says every call to or from a business number on its platform leaves a log:
- In WhatsApp Manager, open Account tools, then Phone numbers.
- Choose the business number.
- Open the Call Logs tab.
Each row is one call: when it happened, whether the business called the customer or the customer called the business, how the call was connected, a call ID, and the call's details, a list of what happened from ring to hang-up. Meta asks for the call ID whenever a business requests support about a call.
Calls that drop, or ring out
- Silent from the start, gone at 20 seconds
- If no sound reaches the customer from the business's side in the first 20 seconds, Meta says the customer's WhatsApp ends the call.
- Not answered, gone after 30 to 60 seconds
- Meta's page on calls from customers gives the business about 30 to 60 seconds to answer once a call arrives. If nobody does, the call ends and the customer sees it as not answered.
- Silent in the middle, gone at 30 seconds
- After the call is connected, 30 seconds with nothing sent from the business's side ends it too. Meta names the usual moment: a phone menu waiting for the customer to choose.
Meta's fix is on the business's calling system, not the customer's phone: it has to keep sending a small stream of data even when nobody is speaking, and its firewall must not block it. For the stubborn cases Meta asks for a capture of the network traffic attached to the support request, which is work for whoever runs the calling system.
The same page says which customer devices can call a business: the customer's main phone, and a second iPhone or Android phone linked to the same WhatsApp account. WhatsApp on the web, a desktop app, a tablet and smart glasses are not supported for these calls. When calls can come in at all is the business's choice: Meta lets it set calling hours and days off for holidays.
Customers missing the first second
When a business passes WhatsApp calls into a separate phone system, Meta warns that the customer may miss about a second of audio from the business. Its example: a phone menu that says “1, 2, 3” is heard as “2” or “3”. How much is lost depends on how the two systems are joined.
Our reading: a cut-off greeting is a known cause
What to send your provider
Our reading of Meta's page: a complaint about a call gets fixed faster with the call's date and time, its direction, the call ID from the log and what the customer heard, such as silence then a drop, or a clipped greeting. How calling works in general is in the WhatsApp calling guide, and who to turn to when the provider cannot help is in the support guide.
Questions
Where can we see a log of our WhatsApp business calls?
In WhatsApp Manager, under Account tools, then Phone numbers: choose the number and open the Call Logs tab. Each call has a row with its time, direction, a call ID and its details.
Why do WhatsApp calls to our business cut off after about 30 seconds?
Meta says a connected call ends after 30 seconds with nothing sent from the business's side, often while a phone menu waits for the customer. The business's calling system has to keep sending data during silence.
Customers say our phone menu's first words are cut off. Why?
Meta describes this when WhatsApp calls are passed into a separate phone system: the customer can miss about a second of audio. The fix sits with whoever joined the two systems.
How long does a customer's WhatsApp call to us ring before it ends?
Meta gives the business about 30 to 60 seconds to answer. After that the call ends and the customer sees it as not answered.
A customer couldn't call us from WhatsApp on their laptop. Why?
Meta's page says calls to a business work from the customer's main phone and from a second iPhone or Android phone on the same account. WhatsApp on the web, a desktop app or a tablet is not supported.
What should we give support about a failed call?
Meta asks for the call ID from the call log. Add the date, time, direction and what the customer heard.
Sources
- Meta's developer documentation: Troubleshoot WhatsApp Calling Errors, read 7 October 2026.
- Meta's developer documentation: User-initiated calls, read 7 October 2026.
More plain-language notes like this one are on the guides page.
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