feat(inbox): preserve channel logo with voice badge in inbox/sidebar

Inboxes with voice enabled were showing a generic phone icon in the inbox list and sidebar, hiding the underlying channel (e.g. WhatsApp). Keep the native channel logo and overlay an audio-waveform badge when voice is enabled. The native Twilio Voice inbox (TwilioSms with no WhatsApp medium) still resolves to the phone icon.
feat(voice): resolve country name from country_code in call widget
2026-05-13 16:28:40 +05:30 · 2026-05-13 15:02:36 +05:30 · 2026-05-13 15:02:28 +05:30 · 2026-05-12 19:44:20 +05:30 · 2026-05-12 17:38:27 +05:30 · 2026-05-08 12:20:12 +05:30
24 changed files with 1782 additions and 258 deletions
@@ -0,0 +1,45 @@
+/* global axios */
+import ApiClient from '../../ApiClient';
+
+class WhatsappCallsAPI extends ApiClient {
+  constructor() {
+    super('whatsapp_calls', { accountScoped: true });
+  }
+
+  show(callId) {
+    return axios.get(`${this.url}/${callId}`).then(r => r.data);
+  }
+
+  initiate(conversationId, sdpOffer) {
+    return axios
+      .post(`${this.url}/initiate`, {
+        conversation_id: conversationId,
+        sdp_offer: sdpOffer,
+      })
+      .then(r => r.data);
+  }
+
+  accept(callId, sdpAnswer) {
+    return axios
+      .post(`${this.url}/${callId}/accept`, { sdp_answer: sdpAnswer })
+      .then(r => r.data);
+  }
+
+  reject(callId) {
+    return axios.post(`${this.url}/${callId}/reject`).then(r => r.data);
+  }
+
+  terminate(callId) {
+    return axios.post(`${this.url}/${callId}/terminate`).then(r => r.data);
+  }
+
+  uploadRecording(callId, blob, filename = 'call-recording.webm') {
+    const formData = new FormData();
+    formData.append('recording', blob, filename);
+    return axios
+      .post(`${this.url}/${callId}/upload_recording`, formData)
+      .then(r => r.data);
+  }
+}
+
+export default new WhatsappCallsAPI();
@@ -35,8 +35,9 @@ class ContactAPI extends ApiClient {
    return axios.patch(`${this.url}/${id}?include_contact_inboxes=false`, data);
  }

-  getConversations(contactId) {
-    return axios.get(`${this.url}/${contactId}/conversations`);
+  getConversations(contactId, { inboxId } = {}) {
+    const params = inboxId ? { inbox_id: inboxId } : {};
+    return axios.get(`${this.url}/${contactId}/conversations`, { params });
  }

  getContactableInboxes(contactId) {
@@ -47,9 +48,10 @@ class ContactAPI extends ApiClient {
    return axios.get(`${this.url}/${contactId}/labels`);
  }

-  initiateCall(contactId, inboxId) {
+  initiateCall(contactId, inboxId, conversationId = null) {
    return axios.post(`${this.url}/${contactId}/call`, {
      inbox_id: inboxId,
+      conversation_id: conversationId,
    });
  }

@@ -3,10 +3,16 @@ import { computed, ref, useAttrs } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
-import { isVoiceCallEnabled } from 'dashboard/helper/inbox';
+import {
+  isVoiceCallEnabled,
+  getVoiceCallProvider,
+  VOICE_CALL_PROVIDERS,
+} from 'dashboard/helper/inbox';
 import { useAlert } from 'dashboard/composables';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import { useCallsStore } from 'dashboard/stores/calls';
+import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
+import ContactAPI from 'dashboard/api/contacts';

 import Button from 'dashboard/components-next/button/Button.vue';
 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
@@ -14,6 +20,9 @@ import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
 const props = defineProps({
  phone: { type: String, default: '' },
  contactId: { type: [String, Number], required: true },
+  // When set, the WhatsApp call continues in this conversation (matching the
+  // header button) instead of looking up the contact's most recent one.
+  conversationId: { type: [String, Number], default: null },
  label: { type: String, default: '' },
  icon: { type: [String, Object, Function], default: '' },
  size: { type: String, default: 'sm' },
@@ -38,7 +47,6 @@ const voiceInboxes = computed(() =>
 );
 const hasVoiceInboxes = computed(() => voiceInboxes.value.length > 0);

-// Unified behavior: hide when no phone
 const shouldRender = computed(() => hasVoiceInboxes.value && !!props.phone);

 const isInitiatingCall = computed(() => {
@@ -58,17 +66,85 @@ const navigateToConversation = conversationId => {
  }
 };

-const startCall = async inboxId => {
+const whatsappCallSession = useWhatsappCallSession();
+
+// Find the most recent open conversation for this contact in the picked inbox.
+// WhatsApp /initiate is conversation-scoped (unlike Twilio's contact-scoped path).
+// Pass inboxId so the BE applies the filter before the 20-row cap — without it,
+// contacts whose latest WhatsApp conversation falls outside the 20 most recent
+// across all inboxes would be treated as having no conversation.
+const findWhatsappConversationId = async inboxId => {
+  const { data } = await ContactAPI.getConversations(props.contactId, {
+    inboxId,
+  });
+  const conversations = data?.payload || [];
+  const match = [...conversations].sort(
+    (a, b) => (b.last_activity_at || 0) - (a.last_activity_at || 0)
+  )[0];
+  return match?.id || null;
+};
+
+const startWhatsappCall = async (inboxId, conversationIdHint) => {
+  // WhatsApp /initiate is conversation-scoped, so we must hand it a
+  // conversation. Use the caller's hint when given (in-conversation flow);
+  // otherwise pick the most recent one in the inbox.
+  const conversationId =
+    conversationIdHint || (await findWhatsappConversationId(inboxId));
+  if (!conversationId) {
+    useAlert(t('CONTACT_PANEL.CALL_FAILED'));
+    return;
+  }
+
+  const response =
+    await whatsappCallSession.initiateOutboundCall(conversationId);
+  // The composable returns { status: 'locked' } when an init is already in
+  // flight or a call is already active; treat that as a soft no-op rather than
+  // claiming success.
+  if (response?.status === 'locked') return;
+  if (!response?.id) {
+    // Permission flow returns no id — banner already handled server-side; surface to user.
+    useAlert(t('CONTACT_PANEL.CALL_INITIATED'));
+    navigateToConversation(conversationId);
+    return;
+  }
+
+  const callsStore = useCallsStore();
+  // Stay non-active until the connect cable event arrives — flipping to active
+  // here would start the duration timer before the contact picks up.
+  callsStore.addCall({
+    callSid: response.call_id,
+    callId: response.id,
+    conversationId,
+    inboxId,
+    callDirection: 'outbound',
+    provider: 'whatsapp',
+  });
+
+  useAlert(t('CONTACT_PANEL.CALL_INITIATED'));
+  navigateToConversation(conversationId);
+};
+
+const startCall = async (inboxId, conversationIdHint = null) => {
  if (isInitiatingCall.value) return;

+  const inbox = (inboxesList.value || []).find(i => i.id === inboxId);
+  if (getVoiceCallProvider(inbox) === VOICE_CALL_PROVIDERS.WHATSAPP) {
+    try {
+      await startWhatsappCall(inboxId, conversationIdHint);
+    } catch (error) {
+      useAlert(error?.message || t('CONTACT_PANEL.CALL_FAILED'));
+    }
+    return;
+  }
+
  try {
    const response = await store.dispatch('contacts/initiateCall', {
      contactId: props.contactId,
      inboxId,
+      conversationId: conversationIdHint,
    });
    const { call_sid: callSid, conversation_id: conversationId } = response;

-    // Add call to store immediately so widget shows
    const callsStore = useCallsStore();
    callsStore.addCall({
      callSid,
@@ -86,6 +162,22 @@ const startCall = async inboxId => {
 };

 const onClick = async () => {
+  // In conversation context, only stay in this conversation if its inbox is
+  // itself voice-capable (works the same for Twilio and WhatsApp). For
+  // non-voice channels (email, web, …) fall back to the picker so the call
+  // goes out via a voice inbox.
+  if (props.conversationId) {
+    const conversation = store.getters.getConversationById(
+      props.conversationId
+    );
+    const conversationInbox = (inboxesList.value || []).find(
+      i => i.id === conversation?.inbox_id
+    );
+    if (conversationInbox && isVoiceCallEnabled(conversationInbox)) {
+      await startCall(conversationInbox.id, props.conversationId);
+      return;
+    }
+  }
  if (voiceInboxes.value.length > 1) {
    dialogRef.value?.open();
    return;
@@ -1,5 +1,6 @@
 <script setup>
-import { toRef } from 'vue';
+import { computed, toRef } from 'vue';
+import { isVoiceCallEnabled } from 'dashboard/helper/inbox';
 import { useChannelIcon } from './provider';
 import Icon from 'next/icon/Icon.vue';

@@ -10,9 +11,20 @@ const props = defineProps({
  },
 });

+defineOptions({ inheritAttrs: false });
+
 const channelIcon = useChannelIcon(toRef(props, 'inbox'));
+const hasVoiceBadge = computed(() => isVoiceCallEnabled(props.inbox));
 </script>

 <template>
-  <Icon :icon="channelIcon" />
+  <span class="relative inline-flex" v-bind="$attrs">
+    <Icon :icon="channelIcon" class="size-full" />
+    <span
+      v-if="hasVoiceBadge"
+      class="absolute -top-1 -right-1 inline-flex items-center justify-center size-2.5 rounded-full bg-n-alpha-2 ring-1 ring-n-solid-1"
+    >
+      <Icon icon="i-lucide-audio-lines" class="size-1.5 text-n-slate-10" />
+    </span>
+  </span>
 </template>
@@ -1,5 +1,4 @@
 import { computed } from 'vue';
-import { isVoiceCallEnabled } from 'dashboard/helper/inbox';

 export function useChannelIcon(inbox) {
  const channelTypeIconMap = {
@@ -38,8 +37,15 @@ export function useChannelIcon(inbox) {
      icon = 'i-woot-whatsapp';
    }

-    // Special case for voice-enabled inboxes (Twilio, WhatsApp, etc.)
-    if (isVoiceCallEnabled(inboxDetails)) {
+    // Native Twilio voice inbox: a TwilioSms with voice enabled (and no WhatsApp medium)
+    // is presented as a Voice channel, so show the phone icon.
+    const voiceEnabled =
+      inboxDetails.voice_enabled || inboxDetails.voiceEnabled;
+    if (
+      type === 'Channel::TwilioSms' &&
+      voiceEnabled &&
+      inboxDetails.medium !== 'whatsapp'
+    ) {
      icon = 'i-woot-voice';
    }

@@ -3,9 +3,12 @@ import { computed } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useStore } from 'vuex';
 import { useMessageContext } from '../provider.js';
-import { VOICE_CALL_STATUS } from '../constants';
-import { useCallSession } from 'dashboard/composables/useCallSession';
+import { VOICE_CALL_STATUS, MESSAGE_TYPES } from '../constants';
+import { useCallActions } from 'dashboard/composables/useCallSession';
+import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
+import { useCallsStore } from 'dashboard/stores/calls';
 import { formatDuration } from 'shared/helpers/timeHelper';
+import { useAlert } from 'dashboard/composables';

 import Icon from 'dashboard/components-next/icon/Icon.vue';
 import BaseBubble from 'next/message/bubbles/Base.vue';
@@ -17,39 +20,50 @@ const LABEL_MAP = {
 };

 const ICON_MAP = {
-  [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call',
-  [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x',
-  [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x',
-};
-
-const BG_COLOR_MAP = {
-  [VOICE_CALL_STATUS.IN_PROGRESS]: 'bg-n-teal-9',
-  [VOICE_CALL_STATUS.RINGING]: 'bg-n-teal-9 animate-pulse',
-  [VOICE_CALL_STATUS.COMPLETED]: 'bg-n-slate-11',
-  [VOICE_CALL_STATUS.NO_ANSWER]: 'bg-n-ruby-9',
-  [VOICE_CALL_STATUS.FAILED]: 'bg-n-ruby-9',
+  [VOICE_CALL_STATUS.IN_PROGRESS]: 'i-ph-phone-call-bold',
+  [VOICE_CALL_STATUS.COMPLETED]: 'i-ph-phone-bold',
+  [VOICE_CALL_STATUS.NO_ANSWER]: 'i-ph-phone-x-bold',
+  [VOICE_CALL_STATUS.FAILED]: 'i-ph-phone-x-bold',
 };

 const { t } = useI18n();
 const store = useStore();
-const { call, conversationId, currentUserId, inboxId } = useMessageContext();
+const {
+  call,
+  attachments,
+  contentAttributes,
+  conversationId,
+  currentUserId,
+  inboxId,
+  sender,
+  messageType,
+} = useMessageContext();
 const { joinCall, endCall, activeCall, hasActiveCall, isJoining } =
-  useCallSession();
+  useCallActions();
+const whatsappCallSession = useWhatsappCallSession();

 const status = computed(() => call.value?.status);
-const isOutbound = computed(() => call.value?.direction === 'outgoing');
+// Server-side call records use `outgoing`/`incoming`, while the Pinia store
+// and a few API hops normalise to `outbound`/`inbound`. Accept either so the
+// bubble label matches the message orientation no matter the source.
+const isOutbound = computed(() => {
+  const dir = call.value?.direction;
+  if (dir === 'outgoing' || dir === 'outbound') return true;
+  if (dir === 'incoming' || dir === 'inbound') return false;
+  // Fall back to the message orientation: agent-authored messages sit on the
+  // right (outbound) and contact-authored ones on the left.
+  return messageType.value === MESSAGE_TYPES.OUTGOING;
+});
+const isWhatsapp = computed(() => call.value?.provider === 'whatsapp');
 const isFailed = computed(() =>
  [VOICE_CALL_STATUS.NO_ANSWER, VOICE_CALL_STATUS.FAILED].includes(status.value)
 );
+const isMissedInbound = computed(() => isFailed.value && !isOutbound.value);
 const acceptedByAgentId = computed(() => call.value?.acceptedByAgentId);
 const didCurrentUserAnswer = computed(
  () =>
    !!acceptedByAgentId.value && acceptedByAgentId.value === currentUserId.value
 );
-// Pickup auto-assigns the conversation, so the assignee is a safe display proxy
-// for the answerer when the Call payload lacks accepted_by_agent_id (e.g.,
-// Twilio's call-status webhook flipped the call to in-progress before the
-// participant-join webhook claimed it).
 const conversationAssignee = computed(() => {
  const conversation = store.getters.getConversationById?.(
    conversationId?.value
@@ -66,6 +80,19 @@ const displayAgentName = computed(() => {
  return conversationAssignee.value?.name || null;
 });

+const audioAttachment = computed(() =>
+  (attachments?.value || []).find(a => a.fileType === 'audio')
+);
+
+const durationSeconds = computed(() => {
+  const fromCall = call.value?.durationSeconds || call.value?.duration_seconds;
+  if (fromCall != null) return fromCall;
+  const data = contentAttributes?.value?.data;
+  return data?.durationSeconds || data?.duration_seconds;
+});
+
+const formattedDuration = computed(() => formatDuration(durationSeconds.value));
+
 const labelKey = computed(() => {
  if (LABEL_MAP[status.value]) return LABEL_MAP[status.value];
  if (status.value === VOICE_CALL_STATUS.RINGING) {
@@ -73,24 +100,25 @@ const labelKey = computed(() => {
      ? 'CONVERSATION.VOICE_CALL.OUTGOING_CALL'
      : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
  }
-  return isFailed.value
-    ? 'CONVERSATION.VOICE_CALL.MISSED_CALL'
-    : 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
+  if (isFailed.value) {
+    return isOutbound.value
+      ? 'CONVERSATION.VOICE_CALL.NO_ANSWER_OUTBOUND_LABEL'
+      : 'CONVERSATION.VOICE_CALL.MISSED_CALL';
+  }
+  return 'CONVERSATION.VOICE_CALL.INCOMING_CALL';
 });

-const formattedDuration = computed(() =>
-  formatDuration(call.value?.durationSeconds)
-);
-
 const subtext = computed(() => {
  if (status.value === VOICE_CALL_STATUS.RINGING) {
-    return t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
+    return isOutbound.value
+      ? t('CONVERSATION.VOICE_CALL.CALLING')
+      : t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
  }
  if (status.value === VOICE_CALL_STATUS.COMPLETED) {
    return formattedDuration.value;
  }
  if (status.value === VOICE_CALL_STATUS.IN_PROGRESS) {
-    if (isOutbound.value) return t('CONVERSATION.VOICE_CALL.THEY_ANSWERED');
+    if (isOutbound.value) return null;
    if (didCurrentUserAnswer.value) {
      return t('CONVERSATION.VOICE_CALL.YOU_ANSWERED');
    }
@@ -99,34 +127,45 @@ const subtext = computed(() => {
        agentName: displayAgentName.value,
      });
    }
-    return t('CONVERSATION.VOICE_CALL.THEY_ANSWERED');
+    return null;
  }
-  return isFailed.value
-    ? t('CONVERSATION.VOICE_CALL.NO_ANSWER')
-    : t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
+  if (isFailed.value) {
+    return isOutbound.value
+      ? t('CONVERSATION.VOICE_CALL.NO_ANSWER_OUTBOUND_SUBTEXT')
+      : t('CONVERSATION.VOICE_CALL.MISSED_CALL_INBOUND_SUBTEXT');
+  }
+  return t('CONVERSATION.VOICE_CALL.NOT_ANSWERED_YET');
 });

 const iconName = computed(() => {
  if (ICON_MAP[status.value]) return ICON_MAP[status.value];
-  return isOutbound.value ? 'i-ph-phone-outgoing' : 'i-ph-phone-incoming';
+  return isOutbound.value
+    ? 'i-ph-phone-outgoing-bold'
+    : 'i-ph-phone-incoming-bold';
 });

-const bgColor = computed(() => BG_COLOR_MAP[status.value] || 'bg-n-teal-9');
+// Subtle icon container — matches the design's tonal swatch over the bubble bg.
+// Status drives the accent: teal for live, ruby for missed, neutral otherwise.
+const iconContainerClass = computed(() => {
+  if (status.value === VOICE_CALL_STATUS.IN_PROGRESS) {
+    return 'bg-n-teal-3 text-n-teal-11';
+  }
+  if (status.value === VOICE_CALL_STATUS.RINGING) {
+    return 'bg-n-teal-3 text-n-teal-11';
+  }
+  if (isMissedInbound.value) {
+    return 'bg-n-alpha-2 text-n-ruby-9';
+  }
+  return 'bg-n-alpha-2 text-n-slate-12';
+});

 const callSid = computed(() => call.value?.providerCallId);

-// Show "Join call" when the call is still ringing, no agent has claimed it,
-// and the conversation is unassigned or assigned to the current user. Mirrors
-// the eligibility used by FloatingCallWidget so the bubble can act as a
-// recovery affordance after a refresh or missed widget.
 const canJoinCall = computed(() => {
  if (status.value !== VOICE_CALL_STATUS.RINGING) return false;
  if (isOutbound.value) return false;
  if (acceptedByAgentId.value) return false;
  if (!callSid.value || !inboxId.value || !conversationId.value) return false;
-  // Suppress the button once this call is the local active session — the
-  // message status webhook may lag behind, so we can't rely on `status` alone
-  // to hide it after a successful join from this client.
  if (hasActiveCall.value && activeCall.value?.callSid === callSid.value)
    return false;
  const assignee = conversationAssignee.value;
@@ -135,6 +174,7 @@ const canJoinCall = computed(() => {
 });

 const recordingAttachment = computed(() => {
+  if (audioAttachment.value) return audioAttachment.value;
  const url = call.value?.recordingUrl;
  if (!url) return null;
  return {
@@ -162,48 +202,102 @@ const handleJoinCall = async () => {
    callSid: callSid.value,
  });
 };
+
+const canCallBack = computed(
+  () => isMissedInbound.value && !!inboxId.value && !!conversationId.value
+);
+
+const handleCallBack = async () => {
+  if (!canCallBack.value) return;
+  try {
+    if (isWhatsapp.value) {
+      const response = await whatsappCallSession.initiateOutboundCall(
+        conversationId.value
+      );
+      if (response?.status === 'locked') return;
+      if (response?.call_id) {
+        const callsStore = useCallsStore();
+        callsStore.addCall({
+          callSid: response.call_id,
+          callId: response.id,
+          conversationId: conversationId.value,
+          inboxId: inboxId.value,
+          callDirection: 'outbound',
+          provider: 'whatsapp',
+        });
+      }
+      return;
+    }
+    await store.dispatch('contacts/initiateCall', {
+      contactId: sender.value?.id,
+      inboxId: inboxId.value,
+      conversationId: conversationId.value,
+    });
+  } catch (error) {
+    useAlert(error?.message || t('CONTACT_PANEL.CALL_FAILED'));
+  }
+};
 </script>

 <template>
-  <BaseBubble class="p-0 border-none" hide-meta>
-    <div class="flex overflow-hidden flex-col w-full max-w-sm">
-      <div class="flex gap-3 items-center p-3 w-full">
+  <BaseBubble class="!p-3 !max-w-md min-w-[240px]" hide-meta>
+    <div class="flex flex-col gap-3 w-full">
+      <!-- Header row: icon + title + duration/subtext -->
+      <div class="flex gap-2.5 items-start">
        <div
-          class="flex justify-center items-center rounded-full size-10 shrink-0"
-          :class="bgColor"
+          class="flex justify-center items-center rounded-xl size-11 shrink-0"
+          :class="iconContainerClass"
        >
-          <Icon
-            class="size-5"
-            :icon="iconName"
-            :class="{
-              'text-n-slate-1': status === VOICE_CALL_STATUS.COMPLETED,
-              'text-white': status !== VOICE_CALL_STATUS.COMPLETED,
-            }"
-          />
+          <Icon class="size-4" :icon="iconName" />
        </div>
-
-        <div class="flex overflow-hidden flex-col flex-grow">
-          <span class="text-sm font-medium truncate text-n-slate-12">
+        <div class="flex flex-col flex-1 min-w-0 self-center">
+          <span
+            class="font-display text-sm font-medium leading-tight truncate tracking-tight"
+          >
            {{ $t(labelKey) }}
          </span>
-          <span v-if="subtext" class="text-xs text-n-slate-11">
+          <span
+            v-if="subtext"
+            class="text-sm leading-tight truncate tracking-tight opacity-75"
+          >
            {{ subtext }}
          </span>
-          <button
-            v-if="canJoinCall"
-            type="button"
-            class="p-0 mt-1 text-xs font-medium text-start text-n-teal-10 hover:text-n-teal-11 disabled:opacity-50"
-            :disabled="isJoining"
-            @click="handleJoinCall"
-          >
-            {{ $t('CONVERSATION.VOICE_CALL.JOIN_CALL') }}
-          </button>
        </div>
      </div>

-      <div v-if="recordingAttachment" class="px-3 pb-3">
-        <AudioChip :attachment="recordingAttachment" />
-      </div>
+      <!-- Audio player (when there's a recording) -->
+      <AudioChip
+        v-if="recordingAttachment"
+        :attachment="recordingAttachment"
+        show-transcribed-text
+      />
+
+      <!-- Call back button (missed inbound) -->
+      <button
+        v-if="canCallBack"
+        type="button"
+        class="flex justify-center items-center gap-2 px-3 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
+        @click="handleCallBack"
+      >
+        <i class="text-base text-white i-ph-phone-bold" />
+        <span class="text-sm font-medium text-white tracking-tight">
+          {{ $t('CONVERSATION.VOICE_CALL.CALL_BACK') }}
+        </span>
+      </button>
+
+      <!-- Join call button (ringing inbound) -->
+      <button
+        v-if="canJoinCall"
+        type="button"
+        class="flex justify-center items-center gap-2 px-3 h-10 bg-n-teal-9 hover:bg-n-teal-10 disabled:opacity-50 rounded-full transition-colors"
+        :disabled="isJoining"
+        @click="handleJoinCall"
+      >
+        <i class="text-base text-white i-ph-phone-bold" />
+        <span class="text-sm font-medium text-white tracking-tight">
+          {{ $t('CONVERSATION.VOICE_CALL.JOIN_CALL') }}
+        </span>
+      </button>
    </div>
  </BaseBubble>
 </template>
@@ -41,8 +41,33 @@ const playbackSpeed = ref(1);

 const { uid } = getCurrentInstance();

+// MediaRecorder-produced WebM/Opus blobs lack a Duration header → <audio>.duration
+// resolves to Infinity until we seek past the end, which forces the engine to
+// scan the file and compute the real length. Safe no-op for files with a real
+// duration already (mp3/m4a/etc).
+const resolveStreamingDuration = () => {
+  const el = audioPlayer.value;
+  if (!el) return;
+  const onTimeUpdate = () => {
+    el.removeEventListener('timeupdate', onTimeUpdate);
+    el.currentTime = 0;
+    duration.value = el.duration;
+  };
+  el.addEventListener('timeupdate', onTimeUpdate);
+  try {
+    el.currentTime = Number.MAX_SAFE_INTEGER;
+  } catch {
+    el.removeEventListener('timeupdate', onTimeUpdate);
+  }
+};
+
 const onLoadedMetadata = () => {
-  duration.value = audioPlayer.value?.duration;
+  const d = audioPlayer.value?.duration;
+  if (!Number.isFinite(d)) {
+    resolveStreamingDuration();
+    return;
+  }
+  duration.value = d;
 };

 const playbackSpeedLabel = computed(() => {
@@ -53,7 +78,8 @@ const playbackSpeedLabel = computed(() => {
 // When the onLoadMetadata is called, so we need to set the duration
 // value when the component is mounted
 onMounted(() => {
-  duration.value = audioPlayer.value?.duration;
+  const d = audioPlayer.value?.duration;
+  if (Number.isFinite(d)) duration.value = d;
  audioPlayer.value.playbackRate = playbackSpeed.value;
 });

@@ -24,6 +24,10 @@ defineProps({
    type: Boolean,
    default: false,
  },
+  hasVoiceBadge: {
+    type: Boolean,
+    default: false,
+  },
 });

 const { t } = useI18n();
@@ -38,10 +42,18 @@ const { t } = useI18n();
      'cursor-not-allowed disabled:opacity-80': isComingSoon,
    }"
  >
-    <div
-      class="flex size-10 items-center justify-center rounded-full bg-n-alpha-2"
-    >
-      <Icon :icon="icon" class="text-n-slate-10 size-6" />
+    <div class="relative">
+      <div
+        class="flex size-10 items-center justify-center rounded-full bg-n-alpha-2"
+      >
+        <Icon :icon="icon" class="text-n-slate-10 size-6" />
+      </div>
+      <div
+        v-if="hasVoiceBadge"
+        class="absolute -top-1 -right-1 flex size-4 items-center justify-center rounded-full bg-n-alpha-2 ring-2 ring-n-solid-1"
+      >
+        <Icon icon="i-lucide-audio-lines" class="text-n-slate-10 size-2.5" />
+      </div>
    </div>

    <div class="flex flex-col items-start gap-1.5">
@@ -81,6 +81,13 @@ const isBeta = computed(() => {
  return ['tiktok', 'voice'].includes(props.channel.key);
 });

+const hasVoiceBadge = computed(() => {
+  return (
+    ['voice', 'whatsapp'].includes(props.channel.key) &&
+    !!props.enabledFeatures.channel_voice
+  );
+});
+
 const onItemClick = () => {
  if (isActive.value) {
    emit('channelItemClick', props.channel.key);
@@ -95,6 +102,7 @@ const onItemClick = () => {
    :icon="channel.icon"
    :is-coming-soon="isComingSoon"
    :is-beta="isBeta"
+    :has-voice-badge="hasVoiceBadge"
    :disabled="!isActive"
    @click="onItemClick"
  />
@@ -1,11 +1,17 @@
 <script setup>
-import { watch } from 'vue';
-import { useRouter } from 'vue-router';
+import { computed, onBeforeUnmount, ref, watch } from 'vue';
+import { useRoute, useRouter } from 'vue-router';
 import { useStore } from 'vuex';
 import { useCallSession } from 'dashboard/composables/useCallSession';
+import { setWhatsappCallMuted } from 'dashboard/composables/useWhatsappCallSession';
+import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import WindowVisibilityHelper from 'dashboard/helper/AudioAlerts/WindowVisibilityHelper';
-import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
+import CallCard from 'dashboard/components/widgets/call/CallCard.vue';
+import countriesList from 'shared/constants/countries.js';

+const RINGTONE_URL = '/audio/dashboard/bell.mp3';
+
+const route = useRoute();
 const router = useRouter();
 const store = useStore();

@@ -21,19 +27,89 @@ const {
  formattedCallDuration,
 } = useCallSession();

+// Mute is currently WhatsApp-only — Twilio calls are mediated server-side and
+// don't expose a mic track on the browser side.
+const isMuted = ref(false);
+const isWhatsappActive = computed(
+  () => activeCall.value?.provider === 'whatsapp'
+);
+
+const mainCardState = computed(() => {
+  if (hasActiveCall.value) return 'ongoing';
+  const direction = incomingCalls.value[0]?.callDirection;
+  return direction === 'outbound' ? 'outgoing' : 'incoming';
+});
+
+const toggleMute = () => {
+  isMuted.value = !isMuted.value;
+  setWhatsappCallMuted(isMuted.value);
+};
+
+watch(hasActiveCall, active => {
+  if (!active) isMuted.value = false;
+});
+
+// Convert ISO 3166-1 alpha-2 country code (e.g. "US") to its regional indicator
+// flag emoji. Returns empty string if the code is missing or malformed.
+const countryCodeToFlag = code => {
+  if (!code || code.length !== 2) return '';
+  const base = 0x1f1e6;
+  const offset = 'A'.charCodeAt(0);
+  return String.fromCodePoint(
+    ...code
+      .toUpperCase()
+      .split('')
+      .map(c => base + (c.charCodeAt(0) - offset))
+  );
+};
+
 const getCallInfo = call => {
  const conversation = store.getters.getConversationById(call?.conversationId);
  const inbox = store.getters['inboxes/getInbox'](conversation?.inbox_id);
  const sender = conversation?.meta?.sender;
+  // Inbound WhatsApp calls stash caller info on the call record (from the cable
+  // payload) so the widget has something to show before the conversation lands.
+  const caller = call?.caller;
+  const additional = sender?.additional_attributes || {};
+  const city = additional.city || '';
+  const countryCode = additional.country_code || '';
+  const country =
+    additional.country ||
+    countriesList.find(c => c.id === countryCode.toUpperCase())?.name ||
+    '';
+  // Prefer the richest available location string ("City, Country"); fall back to
+  // whichever single field is present; finally fall back to the inbox name so
+  // there's always something to show.
+  const locationParts = [city, country].filter(Boolean);
+  const location =
+    locationParts.join(', ') || inbox?.name || 'Customer support';
  return {
    conversation,
    inbox,
-    contactName: sender?.name || sender?.phone_number || 'Unknown caller',
+    contactName:
+      sender?.name ||
+      sender?.phone_number ||
+      caller?.name ||
+      caller?.phone ||
+      'Unknown caller',
+    phoneNumber: sender?.phone_number || caller?.phone || '',
    inboxName: inbox?.name || 'Customer support',
-    avatar: sender?.avatar || sender?.thumbnail,
+    location,
+    countryFlag: countryCodeToFlag(countryCode),
+    hasLocation: locationParts.length > 0,
+    avatar: sender?.avatar || sender?.thumbnail || caller?.avatar,
  };
 };

+const goToConversation = call => {
+  const conversationId = call?.conversationId;
+  const accountId = route.params.accountId;
+  if (!conversationId || !accountId) return;
+  router.push({
+    path: frontendURL(conversationUrl({ accountId, id: conversationId })),
+  });
+};
+
 const handleEndCall = async () => {
  const call = activeCall.value;
  if (!call) return;
@@ -49,21 +125,22 @@ const handleEndCall = async () => {
 };

 const handleJoinCall = async call => {
+  if (!call || isJoining.value) return;
  const { conversation } = getCallInfo(call);
-  if (!call || !conversation || isJoining.value) return;

-  // End current active call before joining new one
  if (hasActiveCall.value) {
    await handleEndCall();
  }

+  // The conversation may not be hydrated yet (post-refresh seeding path);
+  // call.inboxId already carries what joinCall needs.
  const result = await joinCall({
    conversationId: call.conversationId,
-    inboxId: conversation.inbox_id,
+    inboxId: call.inboxId || conversation?.inbox_id,
    callSid: call.callSid,
  });

-  if (result) {
+  if (result && conversation) {
    router.push({
      name: 'inbox_conversation',
      params: { conversation_id: call.conversationId },
@@ -71,12 +148,15 @@ const handleJoinCall = async call => {
  }
 };

-// Auto-join outbound calls when window is visible
+// Auto-join outbound calls when window is visible. WhatsApp outbound has no
+// separate join step (the offer was sent at initiate time and the answer is
+// applied directly by the cable handler), so this only covers Twilio.
 watch(
  () => incomingCalls.value[0],
  call => {
    if (
      call?.callDirection === 'outbound' &&
+      call?.provider !== 'whatsapp' &&
      !hasActiveCall.value &&
      WindowVisibilityHelper.isWindowVisible()
    ) {
@@ -85,101 +165,70 @@ watch(
  },
  { immediate: true }
 );
+
+// Loop the ringtone while an inbound call is unanswered. Stop the moment any
+// call is active (we joined), every inbound call cleared, or the widget tears
+// down. Browser autoplay may reject the first play() if the tab has no prior
+// user gesture; that's fine — the visual widget still surfaces the call.
+const ringtone = new Audio(RINGTONE_URL);
+ringtone.loop = true;
+ringtone.volume = 1;
+
+const stopRingtone = () => {
+  ringtone.pause();
+  ringtone.currentTime = 0;
+};
+
+const ringingInbound = computed(() =>
+  incomingCalls.value.some(call => call.callDirection !== 'outbound')
+);
+
+watch(
+  () => ringingInbound.value && !hasActiveCall.value,
+  shouldRing => {
+    if (shouldRing) {
+      ringtone.play().catch(() => {});
+    } else {
+      stopRingtone();
+    }
+  },
+  { immediate: true }
+);
+
+onBeforeUnmount(stopRingtone);
 </script>

 <template>
  <div
    v-if="incomingCalls.length || hasActiveCall"
-    class="fixed ltr:right-4 rtl:left-4 bottom-4 z-50 flex flex-col gap-2 w-72"
+    class="fixed ltr:right-4 rtl:left-4 bottom-4 z-50 flex flex-col gap-3 w-[400px]"
  >
    <!-- Incoming Calls (shown above active call) -->
-    <div
+    <CallCard
      v-for="call in hasActiveCall ? incomingCalls : []"
      :key="call.callSid"
-      class="flex items-center gap-3 p-4 bg-n-solid-2 rounded-xl shadow-xl outline outline-1 outline-n-strong"
-    >
-      <div class="animate-pulse ring-2 ring-n-teal-9 rounded-full inline-flex">
-        <Avatar
-          :src="getCallInfo(call).avatar"
-          :name="getCallInfo(call).contactName"
-          :size="40"
-          rounded-full
-        />
-      </div>
-      <div class="flex-1 min-w-0">
-        <p class="text-sm font-medium text-n-slate-12 truncate mb-0">
-          {{ getCallInfo(call).contactName }}
-        </p>
-        <p class="text-xs text-n-slate-11 truncate">
-          {{ getCallInfo(call).inboxName }}
-        </p>
-      </div>
-      <div class="flex shrink-0 gap-2">
-        <button
-          class="flex justify-center items-center w-10 h-10 bg-n-ruby-9 hover:bg-n-ruby-10 rounded-full transition-colors"
-          @click="dismissCall(call.callSid)"
-        >
-          <i class="text-lg text-white i-ph-phone-x-bold" />
-        </button>
-        <button
-          class="flex justify-center items-center w-10 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
-          @click="handleJoinCall(call)"
-        >
-          <i class="text-lg text-white i-ph-phone-bold" />
-        </button>
-      </div>
-    </div>
+      :call="call"
+      state="incoming"
+      :call-info="getCallInfo(call)"
+      @accept="handleJoinCall(call)"
+      @reject="dismissCall(call.callSid)"
+      @go-to-conversation="goToConversation(call)"
+    />

    <!-- Main Call Widget -->
-    <div
+    <CallCard
      v-if="hasActiveCall || incomingCalls.length"
-      class="flex items-center gap-3 p-4 bg-n-solid-2 rounded-xl shadow-xl outline outline-1 outline-n-strong"
-    >
-      <div
-        class="ring-2 ring-n-teal-9 rounded-full inline-flex"
-        :class="{ 'animate-pulse': !hasActiveCall }"
-      >
-        <Avatar
-          :src="getCallInfo(activeCall || incomingCalls[0]).avatar"
-          :name="getCallInfo(activeCall || incomingCalls[0]).contactName"
-          :size="40"
-          rounded-full
-        />
-      </div>
-      <div class="flex-1 min-w-0">
-        <p class="text-sm font-medium text-n-slate-12 truncate mb-0">
-          {{ getCallInfo(activeCall || incomingCalls[0]).contactName }}
-        </p>
-        <p v-if="hasActiveCall" class="font-mono text-sm text-n-teal-9">
-          {{ formattedCallDuration }}
-        </p>
-        <p v-else class="text-xs text-n-slate-11">
-          {{
-            incomingCalls[0]?.callDirection === 'outbound'
-              ? $t('CONVERSATION.VOICE_WIDGET.OUTGOING_CALL')
-              : $t('CONVERSATION.VOICE_WIDGET.INCOMING_CALL')
-          }}
-        </p>
-      </div>
-      <div class="flex shrink-0 gap-2">
-        <button
-          class="flex justify-center items-center w-10 h-10 bg-n-ruby-9 hover:bg-n-ruby-10 rounded-full transition-colors"
-          @click="
-            hasActiveCall
-              ? handleEndCall()
-              : rejectIncomingCall(incomingCalls[0]?.callSid)
-          "
-        >
-          <i class="text-lg text-white i-ph-phone-x-bold" />
-        </button>
-        <button
-          v-if="!hasActiveCall"
-          class="flex justify-center items-center w-10 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors"
-          @click="handleJoinCall(incomingCalls[0])"
-        >
-          <i class="text-lg text-white i-ph-phone-bold" />
-        </button>
-      </div>
-    </div>
+      :call="activeCall || incomingCalls[0]"
+      :state="mainCardState"
+      :call-info="getCallInfo(activeCall || incomingCalls[0])"
+      :duration="hasActiveCall ? formattedCallDuration : ''"
+      :is-muted="isMuted"
+      :show-mute="hasActiveCall && isWhatsappActive"
+      @accept="handleJoinCall(incomingCalls[0])"
+      @reject="rejectIncomingCall(incomingCalls[0]?.callSid)"
+      @end="handleEndCall"
+      @toggle-mute="toggleMute"
+      @go-to-conversation="goToConversation(activeCall || incomingCalls[0])"
+    />
  </div>
 </template>
@@ -0,0 +1,208 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
+
+const props = defineProps({
+  call: {
+    type: Object,
+    required: true,
+  },
+  callInfo: {
+    type: Object,
+    required: true,
+  },
+  // 'incoming' | 'outgoing' | 'ongoing'
+  state: {
+    type: String,
+    required: true,
+  },
+  duration: {
+    type: String,
+    default: '',
+  },
+  isMuted: {
+    type: Boolean,
+    default: false,
+  },
+  showMute: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+defineEmits(['accept', 'reject', 'end', 'toggleMute', 'goToConversation']);
+
+const { t } = useI18n();
+
+const isOngoing = computed(() => props.state === 'ongoing');
+const isIncoming = computed(() => props.state === 'incoming');
+const isOutgoing = computed(() => props.state === 'outgoing');
+
+const statusIcon = computed(() => {
+  if (isOngoing.value) return 'i-ph-phone-call-bold';
+  if (isOutgoing.value) return 'i-ph-phone-outgoing-bold';
+  return 'i-ph-phone-incoming-bold';
+});
+
+const statusLabel = computed(() => {
+  if (isOngoing.value) return t('CONVERSATION.VOICE_WIDGET.CALL_IN_PROGRESS');
+  if (isOutgoing.value) return t('CONVERSATION.VOICE_WIDGET.OUTGOING_CALL');
+  return t('CONVERSATION.VOICE_WIDGET.INCOMING_CALL');
+});
+
+const channelIcon = computed(() => {
+  if (props.call?.provider === 'whatsapp') return 'i-ri-whatsapp-fill';
+  return 'i-ph-phone-bold';
+});
+</script>
+
+<template>
+  <div
+    class="flex flex-col gap-3 pt-4 pb-4 bg-n-solid-2/95 rounded-2xl shadow-xl outline outline-1 outline-n-strong backdrop-blur-md"
+  >
+    <!-- Top section: status badge + location/inbox + duration -->
+    <div class="flex flex-col gap-3 pb-2">
+      <div class="flex items-center gap-2 px-4">
+        <!-- Ongoing: status badge on left -->
+        <div v-if="isOngoing" class="flex items-center gap-1.5 shrink-0">
+          <i class="text-sm text-n-teal-9" :class="statusIcon" />
+          <span class="text-xs font-medium text-n-teal-9 tracking-tight">
+            {{ statusLabel }}
+          </span>
+        </div>
+
+        <!-- Caller location (city, country) or fallback to channel + inbox name -->
+        <div class="flex items-center gap-1.5 min-w-0 flex-1">
+          <span
+            v-if="callInfo.hasLocation && callInfo.countryFlag"
+            class="text-sm leading-none shrink-0"
+          >
+            {{ callInfo.countryFlag }}
+          </span>
+          <i
+            v-else-if="!isOngoing"
+            class="text-sm text-n-slate-10 shrink-0"
+            :class="channelIcon"
+          />
+          <span
+            class="text-xs font-medium text-n-slate-11 tracking-tight truncate"
+          >
+            {{ callInfo.location }}
+          </span>
+        </div>
+
+        <!-- Ongoing: duration on right -->
+        <p
+          v-if="isOngoing"
+          class="font-display text-base font-medium text-n-slate-11 shrink-0 mb-0 tabular-nums tracking-tight"
+        >
+          {{ duration }}
+        </p>
+        <!-- Incoming/Outgoing: status badge on right -->
+        <div v-else class="flex items-center gap-1.5 shrink-0">
+          <i class="text-sm text-n-teal-9" :class="statusIcon" />
+          <span class="text-xs font-medium text-n-teal-9 tracking-tight">
+            {{ statusLabel }}
+          </span>
+        </div>
+      </div>
+
+      <!-- Main row: avatar + name/phone + actions -->
+      <div class="flex items-end gap-3 px-4">
+        <div class="shrink-0">
+          <Avatar
+            :src="callInfo.avatar"
+            :name="callInfo.contactName"
+            :size="44"
+          />
+        </div>
+        <div class="flex-1 min-w-0">
+          <p
+            class="font-display text-sm font-medium text-n-slate-12 truncate mb-0.5 tracking-tight leading-tight"
+          >
+            {{ callInfo.contactName }}
+          </p>
+          <p
+            v-if="callInfo.phoneNumber"
+            class="text-sm text-n-slate-11 truncate mb-0 tracking-tight leading-tight"
+          >
+            {{ callInfo.phoneNumber }}
+          </p>
+        </div>
+
+        <!-- Actions -->
+        <div class="flex items-center gap-2 shrink-0">
+          <!-- Mute toggle (WhatsApp ongoing only) -->
+          <button
+            v-if="isOngoing && showMute"
+            v-tooltip.top="
+              isMuted
+                ? $t('CONVERSATION.VOICE_WIDGET.UNMUTE')
+                : $t('CONVERSATION.VOICE_WIDGET.MUTE')
+            "
+            class="flex justify-center items-center w-10 h-10 rounded-full transition-colors"
+            :class="
+              isMuted
+                ? 'bg-n-amber-9 hover:bg-n-amber-10 text-white'
+                : 'bg-n-teal-3 hover:bg-n-teal-4 text-n-teal-11'
+            "
+            @click="$emit('toggleMute')"
+          >
+            <i
+              class="text-base"
+              :class="
+                isMuted ? 'i-ph-microphone-slash-bold' : 'i-ph-microphone-bold'
+              "
+            />
+          </button>
+
+          <!-- Accept call (incoming only) -->
+          <button
+            v-if="isIncoming"
+            v-tooltip.top="$t('CONVERSATION.VOICE_WIDGET.JOIN_CALL')"
+            class="flex justify-center items-center w-10 h-10 bg-n-teal-9 hover:bg-n-teal-10 rounded-full transition-colors shadow-sm"
+            @click="$emit('accept')"
+          >
+            <i class="text-base text-white i-ph-phone-bold" />
+          </button>
+
+          <!-- Reject / end call (all states) -->
+          <button
+            v-tooltip.top="
+              isOngoing
+                ? $t('CONVERSATION.VOICE_WIDGET.END_CALL')
+                : $t('CONVERSATION.VOICE_WIDGET.REJECT_CALL')
+            "
+            class="flex justify-center items-center w-10 h-10 bg-n-ruby-9 hover:bg-n-ruby-10 rounded-full transition-colors shadow-sm"
+            @click="isOngoing ? $emit('end') : $emit('reject')"
+          >
+            <i class="text-base text-white i-ph-phone-x-bold rotate-[134deg]" />
+          </button>
+        </div>
+      </div>
+    </div>
+
+    <!-- Footer: go to conversation thread -->
+    <button
+      v-if="call?.conversationId"
+      class="flex items-center justify-between gap-2 px-4 pt-3 border-t border-n-strong hover:bg-n-alpha-1 transition-colors group"
+      @click="$emit('goToConversation')"
+    >
+      <span
+        class="text-sm text-n-slate-11 tracking-tight group-hover:text-n-slate-12"
+      >
+        {{ $t('CONVERSATION.VOICE_WIDGET.GO_TO_CONVERSATION') }}
+      </span>
+      <span
+        class="flex items-center gap-1 text-n-slate-11 group-hover:text-n-slate-12"
+      >
+        <i class="text-sm i-ph-chat-circle-text-bold" />
+        <span class="text-sm tracking-tight tabular-nums">
+          #{{ call.conversationId }}
+        </span>
+        <i class="text-xs i-ph-caret-right-bold" />
+      </span>
+    </button>
+  </div>
+</template>
@@ -4,6 +4,7 @@ import { useRoute } from 'vue-router';
 import { useStore } from 'vuex';
 import { useElementSize } from '@vueuse/core';
 import BackButton from '../BackButton.vue';
+import ButtonV4 from 'dashboard/components-next/button/Button.vue';
 import InboxName from '../InboxName.vue';
 import MoreActions from './MoreActions.vue';
 import Avatar from 'next/avatar/Avatar.vue';
@@ -12,9 +13,15 @@ import wootConstants from 'dashboard/constants/globals';
 import { conversationListPageURL } from 'dashboard/helper/URLHelper';
 import { snoozedReopenTime } from 'dashboard/helper/snoozeHelpers';
 import { useInbox } from 'dashboard/composables/useInbox';
+import {
+  getVoiceCallProvider,
+  VOICE_CALL_PROVIDERS,
+} from 'dashboard/helper/inbox';
+import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
+import { useCallsStore } from 'dashboard/stores/calls';
+import { useAlert } from 'dashboard/composables';
 import { useI18n } from 'vue-i18n';
 import { copyTextToClipboard } from 'shared/helpers/clipboard';
-import { useAlert } from 'dashboard/composables';

 const props = defineProps({
  chat: {
@@ -94,6 +101,56 @@ const hasMultipleInboxes = computed(

 const hasSlaPolicyId = computed(() => props.chat?.sla_policy_id);

+const callsStore = useCallsStore();
+const whatsappCallSession = useWhatsappCallSession();
+
+const isWhatsappVoiceInbox = computed(
+  () => getVoiceCallProvider(inbox.value) === VOICE_CALL_PROVIDERS.WHATSAPP
+);
+
+const isWhatsappCallButtonDisabled = computed(
+  () =>
+    whatsappCallSession.isInitiating.value ||
+    callsStore.hasActiveCall ||
+    callsStore.hasIncomingCall
+);
+
+const startWhatsappCall = async () => {
+  if (whatsappCallSession.isInitiating.value) return;
+  try {
+    const response = await whatsappCallSession.initiateOutboundCall(
+      currentChat.value.id
+    );
+
+    // Composable returns { status: 'locked' } when init is already in flight or
+    // a call is active; soft no-op so a parallel click doesn't trigger a banner.
+    if (response?.status === 'locked') return;
+    // Permission template path returns no call id — show banner, no widget yet.
+    if (!response?.id) {
+      const status = response?.status;
+      const messageKey =
+        status === 'permission_pending'
+          ? 'CONVERSATION.HEADER.WHATSAPP_CALL_PERMISSION_PENDING'
+          : 'CONVERSATION.HEADER.WHATSAPP_CALL_PERMISSION_REQUESTED';
+      useAlert(t(messageKey));
+      return;
+    }
+
+    // Stay non-active until Meta delivers the connect webhook (sdp_answer);
+    // flipping to active here would start the duration timer before pickup.
+    callsStore.addCall({
+      callSid: response.call_id,
+      callId: response.id,
+      conversationId: currentChat.value.id,
+      inboxId: inbox.value?.id,
+      callDirection: 'outbound',
+      provider: 'whatsapp',
+    });
+  } catch (error) {
+    useAlert(error?.message || t('CONVERSATION.HEADER.WHATSAPP_CALL_FAILED'));
+  }
+};
+
 const copyConversationId = async () => {
  try {
    await copyTextToClipboard(String(props.chat.id));
@@ -172,6 +229,18 @@ const copyConversationId = async () => {
        :parent-width="width"
        class="hidden md:flex"
      />
+      <ButtonV4
+        v-if="isWhatsappVoiceInbox"
+        v-tooltip.bottom="$t('CONVERSATION.HEADER.WHATSAPP_CALL')"
+        size="sm"
+        variant="ghost"
+        color="slate"
+        icon="i-lucide-phone"
+        :is-loading="whatsappCallSession.isInitiating.value"
+        :disabled="isWhatsappCallButtonDisabled"
+        class="rounded-md hover:bg-n-alpha-2"
+        @click="startWhatsappCall"
+      />
      <MoreActions :conversation-id="currentChat.id" />
    </div>
  </div>
@@ -1,62 +1,133 @@
 import { computed, ref, watch, onUnmounted, onMounted } from 'vue';
+import { useStore } from 'vuex';
 import { useI18n } from 'vue-i18n';
 import VoiceAPI from 'dashboard/api/channel/voice/voiceAPIClient';
 import TwilioVoiceClient from 'dashboard/api/channel/voice/twilioVoiceClient';
 import { useCallsStore } from 'dashboard/stores/calls';
 import { useAlert } from 'dashboard/composables';
+import {
+  useWhatsappCallSession,
+  sendWhatsappTerminateBeacon,
+  cleanupWhatsappSession,
+} from 'dashboard/composables/useWhatsappCallSession';
+import { handleVoiceCallCreated } from 'dashboard/helper/voice';
 import Timer from 'dashboard/helper/Timer';

-export function useCallSession() {
-  const callsStore = useCallsStore();
-  const { t } = useI18n();
-  const isJoining = ref(false);
-  const callDuration = ref(0);
-  const durationTimer = new Timer(elapsed => {
-    callDuration.value = elapsed;
+const isWhatsappCall = call => call?.provider === 'whatsapp';
+// Calls seeded after a refresh / arriving via message.updated may lack provider
+// metadata. Treat anything that has a callId (Meta's wacid) as WhatsApp — the
+// Twilio path keys off provider_call_id (a CA…) and never sets callId.
+const isWhatsappLikeCall = call => isWhatsappCall(call) || !!call?.callId;
+
+// Dismissed call sids must not be re-seeded by the conversation-load watcher.
+// Lives at module scope so all consumers share the same set.
+const dismissedCallSids = new Set();
+const markDismissed = callSid => {
+  if (callSid) dismissedCallSids.add(callSid);
+};
+
+// Globals attached once across all useCallSession() consumers — bubbles in a
+// long thread call this composable many times, and a per-instance Timer +
+// window listener stack would multiply work.
+let globalsAttachedCount = 0;
+let globalDurationTimer = null;
+const globalCallDuration = ref(0);
+let storedCallsStoreRef = null;
+// Shared join lock so two surfaces (bubble + widget) clicking concurrently
+// see one in-flight join, not two unrelated isJoining refs.
+const globalIsJoining = ref(false);
+
+const handleBeforeUnloadGlobal = event => {
+  const store = storedCallsStoreRef;
+  if (!store) return;
+  if (!store.hasActiveCall && !store.hasIncomingCall) return;
+  event.preventDefault();
+  event.returnValue = '';
+};
+const handlePageHideGlobal = () => sendWhatsappTerminateBeacon();
+const handleTwilioDisconnectedGlobal = () =>
+  storedCallsStoreRef?.clearActiveCall();
+
+const attachGlobalsOnFirstMount = callsStore => {
+  globalsAttachedCount += 1;
+  if (globalsAttachedCount > 1) return;
+  storedCallsStoreRef = callsStore;
+  globalDurationTimer = new Timer(elapsed => {
+    globalCallDuration.value = elapsed;
  });
-
-  const activeCall = computed(() => callsStore.activeCall);
-  const incomingCalls = computed(() => callsStore.incomingCalls);
-  const hasActiveCall = computed(() => callsStore.hasActiveCall);
-
-  watch(
-    hasActiveCall,
-    active => {
-      if (active) {
-        durationTimer.start();
-      } else {
-        durationTimer.stop();
-        callDuration.value = 0;
-      }
-    },
-    { immediate: true }
+  TwilioVoiceClient.addEventListener(
+    'call:disconnected',
+    handleTwilioDisconnectedGlobal
  );
+  window.addEventListener('beforeunload', handleBeforeUnloadGlobal);
+  window.addEventListener('pagehide', handlePageHideGlobal);
+};

-  onMounted(() => {
-    TwilioVoiceClient.addEventListener('call:disconnected', () =>
-      callsStore.clearActiveCall()
-    );
-  });
+const detachGlobalsOnLastUnmount = () => {
+  globalsAttachedCount -= 1;
+  if (globalsAttachedCount > 0) return;
+  globalDurationTimer?.stop();
+  globalDurationTimer = null;
+  globalCallDuration.value = 0;
+  storedCallsStoreRef = null;
+  TwilioVoiceClient.removeEventListener(
+    'call:disconnected',
+    handleTwilioDisconnectedGlobal
+  );
+  window.removeEventListener('beforeunload', handleBeforeUnloadGlobal);
+  window.removeEventListener('pagehide', handlePageHideGlobal);
+};

-  onUnmounted(() => {
-    durationTimer.stop();
-    TwilioVoiceClient.removeEventListener('call:disconnected', () =>
-      callsStore.clearActiveCall()
-    );
-  });
+// Build the action surface used by both the root session composable and the
+// lighter useCallActions consumer. All state is module-scoped — the actions
+// don't depend on per-instance refs, so they're cheap to call from anywhere.
+const buildCallActions = ({ callsStore, whatsappSession, t }) => {
+  const findCall = callSid => callsStore.calls.find(c => c.callSid === callSid);

  const endCall = async ({ conversationId, inboxId, callSid }) => {
+    const call = findCall(callSid);
+    if (isWhatsappLikeCall(call)) {
+      // Pass call.callId so a wiped module state (e.g. a prior accept attempt
+      // tore down the WebRTC session) doesn't stop us hitting /terminate.
+      await whatsappSession.endActiveCall(call?.callId);
+      globalDurationTimer?.stop();
+      callsStore.clearActiveCall();
+      return;
+    }
+
    await VoiceAPI.leaveConference({ inboxId, conversationId, callSid });
    TwilioVoiceClient.endClientCall();
-    durationTimer.stop();
+    globalDurationTimer?.stop();
    callsStore.clearActiveCall();
  };

  const joinCall = async ({ conversationId, inboxId, callSid }) => {
-    if (isJoining.value) return null;
+    if (globalIsJoining.value) return null;

-    isJoining.value = true;
+    const call = findCall(callSid);
+    // Outbound *WhatsApp* calls have no separate join step — the offer was
+    // sent at initiate time and the answer is applied by the cable handler.
+    // Routing through acceptIncomingCall here would call prepareInboundAnswer →
+    // cleanup() and destroy the live outbound session. Outbound *Twilio*
+    // calls still need joinConference + joinClientCall (FloatingCallWidget
+    // auto-joins them), so don't short-circuit those.
+    if (call?.callDirection === 'outbound' && isWhatsappLikeCall(call)) {
+      return null;
+    }
+
+    globalIsJoining.value = true;
    try {
+      if (isWhatsappLikeCall(call)) {
+        await whatsappSession.acceptIncomingCall({
+          callId: call.callId,
+          sdpOffer: call.sdpOffer,
+          iceServers: call.iceServers,
+        });
+        callsStore.setCallActive(callSid);
+        globalDurationTimer?.start();
+        return { callId: call.callId };
+      }
+
      const device = await TwilioVoiceClient.initializeDevice(inboxId);
      if (!device) return null;

@@ -73,47 +144,150 @@ export function useCallSession() {
      });

      callsStore.setCallActive(callSid);
-      durationTimer.start();
+      globalDurationTimer?.start();

      return { conferenceSid: joinResponse?.conference_sid };
    } catch (error) {
      useAlert(error?.response?.data?.error || t('CONTACT_PANEL.CALL_FAILED'));
      if (error?.response?.status === 409) {
        TwilioVoiceClient.endClientCall();
+        markDismissed(callSid);
        callsStore.dismissCall(callSid);
      }
      // eslint-disable-next-line no-console
      console.error('Failed to join call:', error);
+      // Drop any half-built WebRTC state so the next click starts fresh.
+      cleanupWhatsappSession();
      return null;
    } finally {
-      isJoining.value = false;
+      globalIsJoining.value = false;
    }
  };

-  const rejectIncomingCall = callSid => {
-    TwilioVoiceClient.endClientCall();
-    callsStore.dismissCall(callSid);
+  // Await provider-side reject before dismissing the local entry; if the API
+  // call fails the call should stay surfaced so the agent can retry instead of
+  // disappearing while the backend still rings.
+  const rejectIncomingCall = async callSid => {
+    const call = findCall(callSid);
+    try {
+      if (isWhatsappLikeCall(call) && call?.callId) {
+        if (call.callDirection === 'outbound') {
+          // Outbound calls that are still ringing must be terminated, not
+          // rejected (reject is the inbound-side verb on Meta's API).
+          await whatsappSession.endActiveCall(call.callId);
+        } else {
+          await whatsappSession.rejectIncomingCall(call.callId);
+        }
+      } else {
+        TwilioVoiceClient.endClientCall();
+      }
+    } finally {
+      markDismissed(callSid);
+      callsStore.dismissCall(callSid);
+    }
  };

  const dismissCall = callSid => {
+    markDismissed(callSid);
    callsStore.dismissCall(callSid);
  };

+  return { endCall, joinCall, rejectIncomingCall, dismissCall };
+};
+
+const buildReactiveSurface = callsStore => {
+  const activeCall = computed(() => callsStore.activeCall);
+  const incomingCalls = computed(() => callsStore.incomingCalls);
+  const hasActiveCall = computed(() => callsStore.hasActiveCall);
  const formattedCallDuration = computed(() => {
-    const minutes = Math.floor(callDuration.value / 60);
-    const seconds = callDuration.value % 60;
+    const total = globalCallDuration.value;
+    const minutes = Math.floor(total / 60);
+    const seconds = total % 60;
    return `${minutes.toString().padStart(2, '0')}:${seconds.toString().padStart(2, '0')}`;
  });
-
  return {
    activeCall,
    incomingCalls,
    hasActiveCall,
-    isJoining,
+    isJoining: globalIsJoining,
    formattedCallDuration,
-    joinCall,
-    endCall,
-    rejectIncomingCall,
-    dismissCall,
  };
+};
+
+// Root-mount composable. Call once at the dashboard root (FloatingCallWidget
+// is the natural anchor — always mounted, lifetime spans the whole session).
+// This is the only path that registers global window/Twilio listeners and
+// owns the duration Timer.
+export function useCallSession() {
+  const store = useStore();
+  const callsStore = useCallsStore();
+  const whatsappSession = useWhatsappCallSession();
+  const { t } = useI18n();
+
+  const reactive = buildReactiveSurface(callsStore);
+
+  // Cable broadcasts (voice_call.incoming / message.created) are one-shot, so
+  // on a hard refresh they leave the calls store empty. Seed it from any
+  // ringing voice_call message in the conversation cache. Skip calls the
+  // agent has already dismissed locally so they don't re-pop on the next
+  // conversation update.
+  const seedCallsFromHydratedMessages = () => {
+    const conversations = store.getters.getAllConversations || [];
+    const currentUserId = store.getters.getCurrentUserID;
+    conversations.forEach(conv => {
+      (conv.messages || []).forEach(msg => {
+        if (msg.content_type !== 'voice_call') return;
+        if (msg.call?.status !== 'ringing') return;
+        const callSid = msg.call?.provider_call_id;
+        if (callSid && dismissedCallSids.has(callSid)) return;
+        handleVoiceCallCreated(msg, currentUserId);
+      });
+    });
+  };
+
+  watch(
+    reactive.hasActiveCall,
+    active => {
+      if (active) {
+        globalDurationTimer?.start();
+      } else {
+        globalDurationTimer?.stop();
+        globalCallDuration.value = 0;
+      }
+    },
+    { immediate: true }
+  );
+
+  onMounted(() => {
+    attachGlobalsOnFirstMount(callsStore);
+    seedCallsFromHydratedMessages();
+  });
+
+  // Re-seed when conversations stream in after mount; addCall merges by callSid
+  // and dismissed sids are filtered, so this is idempotent.
+  watch(
+    () => store.getters.getAllConversations?.length,
+    () => seedCallsFromHydratedMessages()
+  );
+
+  onUnmounted(() => detachGlobalsOnLastUnmount());
+
+  const actions = buildCallActions({ callsStore, whatsappSession, t });
+
+  return { ...reactive, ...actions };
+}
+
+// Lightweight consumer for components that need to read state and trigger
+// actions but should NOT mount global listeners (e.g., per-message bubbles
+// rendered in a thread). Reads from the same module-level state that
+// useCallSession owns, so the duration timer and dismissed set stay coherent.
+export function useCallActions() {
+  const callsStore = useCallsStore();
+  const whatsappSession = useWhatsappCallSession();
+  const { t } = useI18n();
+
+  const reactive = buildReactiveSurface(callsStore);
+  const actions = buildCallActions({ callsStore, whatsappSession, t });
+
+  return { ...reactive, ...actions };
 }
@@ -0,0 +1,414 @@
+import { ref } from 'vue';
+import Cookies from 'js-cookie';
+import WhatsappCallsAPI from 'dashboard/api/channel/whatsapp/whatsappCallsAPI';
+
+// Module-level state lets the cable handlers and unload listeners reach the
+// live PeerConnection without prop-drilling refs through every composable.
+let pc = null;
+let localStream = null;
+let remoteStream = null;
+let remoteAudioEl = null;
+let mediaRecorder = null;
+let recorderChunks = [];
+let audioContext = null;
+let activeCallId = null;
+// Module-scoped so multiple composable callers (header button + contact-panel
+// button) share the same lock. A per-instance ref let two parallel callers
+// both pass the guard and tear down each other's WebRTC state in cleanup().
+// ref() so consumers can reactively gate buttons on it (the composable
+// re-exports this as `isInitiating`).
+const isInitiatingOutbound = ref(false);
+// Inbound calls record from the moment the agent clicks accept (their click =
+// pickup). Outbound calls must wait — Meta's `connect` webhook (which lands
+// during ringing) negotiates remote tracks ~20s before the contact actually
+// answers, and we don't want pre-pickup audio in the recording. This flag is
+// flipped to true by armOutboundRecorder() when the ACCEPTED status arrives.
+let recorderArmed = false;
+
+const ensureRemoteAudioElement = () => {
+  if (remoteAudioEl) return remoteAudioEl;
+  remoteAudioEl = document.createElement('audio');
+  remoteAudioEl.id = 'whatsapp-call-remote-audio';
+  remoteAudioEl.autoplay = true;
+  remoteAudioEl.playsInline = true;
+  remoteAudioEl.style.display = 'none';
+  document.body.appendChild(remoteAudioEl);
+  return remoteAudioEl;
+};
+
+const playRemoteStream = stream => {
+  const el = ensureRemoteAudioElement();
+  el.srcObject = stream;
+  el.play().catch(err => {
+    // eslint-disable-next-line no-console
+    console.warn('[WhatsApp Call] remote audio play() failed:', err);
+  });
+};
+
+// 1s timeslice keeps a recent recording chunk in memory so a remote hangup
+// that races cleanup still has data to upload.
+const RECORDING_TIMESLICE_MS = 1000;
+const ICE_GATHER_TIMEOUT_MS = 10000;
+
+const RECORDER_MIME_CANDIDATES = [
+  'audio/webm;codecs=opus',
+  'audio/webm',
+  'audio/ogg;codecs=opus',
+];
+
+// Outbound calls have no backend-supplied ice_servers (the call doesn't exist
+// at offer time). Without STUN the browser only sends host candidates and
+// browser→Meta media silently drops through any non-trivial NAT.
+const DEFAULT_OUTBOUND_ICE_SERVERS = [{ urls: 'stun:stun.l.google.com:19302' }];
+
+const waitForIceGatheringComplete = peer =>
+  new Promise(resolve => {
+    if (peer.iceGatheringState === 'complete') {
+      resolve();
+      return;
+    }
+    const timer = setTimeout(resolve, ICE_GATHER_TIMEOUT_MS);
+    peer.addEventListener('icegatheringstatechange', () => {
+      if (peer.iceGatheringState === 'complete') {
+        clearTimeout(timer);
+        resolve();
+      }
+    });
+  });
+
+const setupRecorder = () => {
+  if (!localStream || !remoteStream || mediaRecorder) return;
+  // createMediaStreamSource on a stream with no audio tracks wires up to
+  // nothing — the recorded mix would be silence. Wait until ontrack fires.
+  if (remoteStream.getAudioTracks().length === 0) return;
+
+  audioContext = new AudioContext({ sampleRate: 48000 });
+  // AudioContext starts suspended under most autoplay policies; without
+  // resume() the destination stream produces silence.
+  audioContext.resume().catch(() => {});
+
+  const destination = audioContext.createMediaStreamDestination();
+  audioContext.createMediaStreamSource(localStream).connect(destination);
+  audioContext.createMediaStreamSource(remoteStream).connect(destination);
+
+  const mimeType = RECORDER_MIME_CANDIDATES.find(t =>
+    MediaRecorder.isTypeSupported(t)
+  );
+  if (!mimeType) return;
+
+  recorderChunks = [];
+  mediaRecorder = new MediaRecorder(destination.stream, { mimeType });
+  mediaRecorder.ondataavailable = event => {
+    if (event.data && event.data.size > 0) recorderChunks.push(event.data);
+  };
+  mediaRecorder.start(RECORDING_TIMESLICE_MS);
+};
+
+const cleanup = () => {
+  if (mediaRecorder && mediaRecorder.state !== 'inactive') {
+    try {
+      mediaRecorder.stop();
+    } catch (_) {
+      /* noop */
+    }
+  }
+  if (audioContext && audioContext.state !== 'closed') {
+    audioContext.close().catch(() => {});
+  }
+  if (localStream) localStream.getTracks().forEach(t => t.stop());
+  if (remoteStream) remoteStream.getTracks().forEach(t => t.stop());
+  if (pc) pc.close();
+  if (remoteAudioEl) remoteAudioEl.srcObject = null;
+
+  pc = null;
+  localStream = null;
+  remoteStream = null;
+  mediaRecorder = null;
+  recorderChunks = [];
+  audioContext = null;
+  activeCallId = null;
+  recorderArmed = false;
+};
+
+const buildPeerConnection = iceServers => {
+  const config = iceServers && iceServers.length ? { iceServers } : {};
+  pc = new RTCPeerConnection(config);
+  remoteStream = new MediaStream();
+  pc.ontrack = event => {
+    // Reuse the same MediaStream object — the recorder's audioContext source
+    // taps it once, so reassigning would orphan the recorder.
+    const tracks =
+      event.streams && event.streams[0]
+        ? event.streams[0].getTracks()
+        : [event.track];
+    tracks.forEach(track => {
+      if (!remoteStream.getTracks().includes(track))
+        remoteStream.addTrack(track);
+    });
+    playRemoteStream(remoteStream);
+    // Only arm the recorder when the call is actually accepted. For outbound
+    // this is the ACCEPTED status webhook; for inbound this is the agent's
+    // own click (acceptIncomingCall flips recorderArmed before returning).
+    if (recorderArmed) setupRecorder();
+  };
+  return pc;
+};
+
+const stopRecorderAndUpload = async callId => {
+  if (mediaRecorder && mediaRecorder.state !== 'inactive') {
+    await new Promise(resolve => {
+      mediaRecorder.addEventListener('stop', resolve, { once: true });
+      try {
+        mediaRecorder.stop();
+      } catch (_) {
+        resolve();
+      }
+    });
+  }
+  if (!recorderChunks.length || !callId) return;
+
+  const blob = new Blob(recorderChunks, { type: recorderChunks[0].type });
+  // Best-effort — the controller's idempotency guard handles a retry.
+  try {
+    await WhatsappCallsAPI.uploadRecording(callId, blob);
+  } catch (_) {
+    /* noop */
+  }
+};
+
+// devise-token-auth requires access-token / client / uid headers on every
+// request — navigator.sendBeacon can't set custom headers, so we rehydrate
+// the auth payload from the cw_d_session_info cookie that the dashboard sets
+// at login. Used by the page-close terminate path below.
+const getDeviseAuthHeaders = () => {
+  try {
+    const raw = Cookies.get('cw_d_session_info');
+    if (!raw) return null;
+    const session = JSON.parse(raw);
+    return {
+      'access-token': session['access-token'] || '',
+      client: session.client || '',
+      uid: session.uid || '',
+      expiry: session.expiry || '',
+      'token-type': session['token-type'] || 'Bearer',
+    };
+  } catch (_) {
+    return null;
+  }
+};
+
+const beaconTerminate = callId => {
+  if (!callId) return;
+  const accountId = window.location.pathname.split('/')[3];
+  if (!accountId) return;
+  const headers = getDeviseAuthHeaders();
+  if (!headers) return;
+  const url = `/api/v1/accounts/${accountId}/whatsapp_calls/${callId}/terminate`;
+  // fetch+keepalive (instead of navigator.sendBeacon) so we can attach auth
+  // headers — without them devise-token-auth 401s and the call stays open on
+  // Meta until its carrier-side timeout (~60s).
+  try {
+    fetch(url, {
+      method: 'POST',
+      keepalive: true,
+      credentials: 'same-origin',
+      headers: { 'Content-Type': 'application/json', ...headers },
+      body: '{}',
+    }).catch(() => {});
+  } catch (_) {
+    /* noop */
+  }
+};
+
+export const hasActiveWhatsappCall = () => !!(activeCallId || pc);
+
+export const isLocalWhatsappCall = callId =>
+  !!callId && activeCallId != null && callId === activeCallId;
+
+export function useWhatsappCallSession() {
+  const prepareInboundAnswer = async (sdpOffer, iceServers) => {
+    cleanup();
+    localStream = await navigator.mediaDevices.getUserMedia({ audio: true });
+    buildPeerConnection(iceServers);
+    localStream.getTracks().forEach(t => pc.addTrack(t, localStream));
+    await pc.setRemoteDescription({ type: 'offer', sdp: sdpOffer });
+    const answer = await pc.createAnswer();
+    await pc.setLocalDescription(answer);
+    await waitForIceGatheringComplete(pc);
+    return pc.localDescription.sdp;
+  };
+
+  const prepareOutboundOffer = async () => {
+    cleanup();
+    localStream = await navigator.mediaDevices.getUserMedia({ audio: true });
+    buildPeerConnection(DEFAULT_OUTBOUND_ICE_SERVERS);
+    localStream.getTracks().forEach(t => pc.addTrack(t, localStream));
+    const offer = await pc.createOffer();
+    await pc.setLocalDescription(offer);
+    await waitForIceGatheringComplete(pc);
+    return pc.localDescription.sdp;
+  };
+
+  const acceptIncomingCall = async ({ callId, sdpOffer, iceServers }) => {
+    // The store may not have sdpOffer yet (the cable broadcast can race the
+    // click). Fall back to GET /whatsapp_calls/:id which exposes it.
+    let offer = sdpOffer;
+    let ice = iceServers;
+    if (!offer && callId) {
+      try {
+        const fresh = await WhatsappCallsAPI.show(callId);
+        offer = fresh?.sdp_offer || fresh?.sdpOffer;
+        ice = ice || fresh?.ice_servers || fresh?.iceServers;
+      } catch (e) {
+        // eslint-disable-next-line no-console
+        console.error(
+          '[WhatsApp Call] failed to fetch call data for accept:',
+          e
+        );
+      }
+    }
+    if (!offer) {
+      throw new Error('Missing sdp_offer for accept — call may have ended.');
+    }
+
+    const sdpAnswer = await prepareInboundAnswer(offer, ice);
+    activeCallId = callId;
+    // Inbound: agent's click is the pickup. Arm the recorder before the API
+    // round-trip so when ontrack fires (triggered by setRemoteDescription
+    // back in prepareInboundAnswer) the recorder is already authorized.
+    recorderArmed = true;
+    setupRecorder();
+    await WhatsappCallsAPI.accept(callId, sdpAnswer);
+  };
+
+  const rejectIncomingCall = async callId => {
+    try {
+      await WhatsappCallsAPI.reject(callId);
+    } finally {
+      cleanup();
+    }
+  };
+
+  const initiateOutboundCall = async conversationId => {
+    // Module-scoped lock + active-session guard so a second click — from the
+    // same composable instance OR a different one (header vs contact panel)
+    // OR while a call is already live — can't tear down the in-flight setup
+    // via prepareOutboundOffer's cleanup().
+    if (isInitiatingOutbound.value) return { status: 'locked' };
+    if (hasActiveWhatsappCall()) return { status: 'locked' };
+    isInitiatingOutbound.value = true;
+    try {
+      const sdpOffer = await prepareOutboundOffer();
+      const response = await WhatsappCallsAPI.initiate(
+        conversationId,
+        sdpOffer
+      );
+      if (response?.id) {
+        activeCallId = response.id;
+        return response;
+      }
+      // No call id back: this is the permission-request branch. The mic +
+      // PeerConnection allocated by prepareOutboundOffer aren't useful until
+      // the contact opts in and the agent retries — release them.
+      cleanup();
+      return response;
+    } catch (e) {
+      cleanup();
+      // BE returns 422 when the contact hasn't opted in (permission template
+      // sent or already pending). Surface it to the caller as a normal
+      // response shape so it can render the banner instead of an error toast.
+      const data = e?.response?.data;
+      if (
+        data?.status === 'permission_requested' ||
+        data?.status === 'permission_pending'
+      ) {
+        return { status: data.status };
+      }
+      throw e;
+    } finally {
+      isInitiatingOutbound.value = false;
+    }
+  };
+
+  // callIdOverride is the call.id from the dashboard's calls store. Module
+  // `activeCallId` may be null after a prior accept attempt's cleanup() — but
+  // the call still exists on Meta and must still be terminated. Falling back
+  // to the override means hangup is robust to a wiped local session.
+  const endActiveCall = async (callIdOverride = null) => {
+    const callId = activeCallId || callIdOverride;
+    if (!callId) {
+      cleanup();
+      return;
+    }
+    try {
+      await stopRecorderAndUpload(callId);
+      await WhatsappCallsAPI.terminate(callId).catch(() => {});
+    } finally {
+      cleanup();
+    }
+  };
+
+  return {
+    isInitiating: isInitiatingOutbound,
+    prepareInboundAnswer,
+    prepareOutboundOffer,
+    acceptIncomingCall,
+    rejectIncomingCall,
+    initiateOutboundCall,
+    endActiveCall,
+  };
+}
+
+// Cable handlers fire outside any composable instance, so the shared session
+// surface is exposed as module-level functions for them.
+
+export const applyOutboundAnswer = async (callId, sdpAnswer) => {
+  if (!pc) return;
+  // voice_call.outbound_connected is broadcast account-wide; only apply
+  // the SDP answer if it's for this tab's in-flight outbound call.
+  if (activeCallId != null && callId !== activeCallId) return;
+  activeCallId = callId;
+  await pc.setRemoteDescription({ type: 'answer', sdp: sdpAnswer });
+};
+
+// Called by the cable handler when Meta delivers status=ACCEPTED for the
+// outbound call (real pickup). Flips the recorder gate and starts the
+// MediaRecorder. Idempotent — safe if ontrack hasn't fired yet (setupRecorder
+// bails until the remote stream has audio tracks; ontrack will retry).
+export const armOutboundRecorder = () => {
+  recorderArmed = true;
+  setupRecorder();
+};
+
+export const cleanupWhatsappSession = () => cleanup();
+
+export const handleWhatsappRemoteEnd = async callId => {
+  // Snapshot before cleanup nulls activeCallId.
+  const id = callId || activeCallId;
+  if (!id) {
+    cleanup();
+    return;
+  }
+  try {
+    await stopRecorderAndUpload(id);
+  } finally {
+    cleanup();
+  }
+};
+
+export const setWhatsappCallMuted = muted => {
+  if (!localStream) return false;
+  localStream.getAudioTracks().forEach(track => {
+    track.enabled = !muted;
+  });
+  return muted;
+};
+
+export const sendWhatsappTerminateBeacon = () => {
+  // Always fire when there's a live callId. The beacon endpoint is idempotent,
+  // so racing it with an in-flight Axios terminate (which unload may abort) is
+  // fine — Meta gets exactly one terminate either way, and we avoid leaving
+  // the call ringing on Meta until its carrier-side timeout.
+  if (!activeCallId) return;
+  beaconTerminate(activeCallId);
+};
@@ -4,6 +4,13 @@ import DashboardAudioNotificationHelper from './AudioAlerts/DashboardAudioNotifi
 import { BUS_EVENTS } from 'shared/constants/busEvents';
 import { emitter } from 'shared/helpers/mitt';
 import { useImpersonation } from 'dashboard/composables/useImpersonation';
+import { useCallsStore } from 'dashboard/stores/calls';
+import {
+  applyOutboundAnswer,
+  armOutboundRecorder,
+  handleWhatsappRemoteEnd,
+  isLocalWhatsappCall,
+} from 'dashboard/composables/useWhatsappCallSession';

 const { isImpersonating } = useImpersonation();

@@ -35,6 +42,10 @@ class ActionCableConnector extends BaseActionCableConnector {
      'account.cache_invalidated': this.onCacheInvalidate,
      'account.enrichment_completed': this.onEnrichmentCompleted,
      'copilot.message.created': this.onCopilotMessageCreated,
+      'voice_call.incoming': this.onVoiceCallIncoming,
+      'voice_call.outbound_connected': this.onVoiceCallOutboundConnected,
+      'voice_call.outbound_accepted': this.onVoiceCallOutboundAccepted,
+      'voice_call.ended': this.onVoiceCallEnded,
    };
  }

@@ -205,6 +216,69 @@ class ActionCableConnector extends BaseActionCableConnector {
    this.app.$store.dispatch('inboxes/revalidate', { newKey: keys.inbox });
    this.app.$store.dispatch('teams/revalidate', { newKey: keys.team });
  };
+
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallIncoming = data => {
+    if (data?.provider !== 'whatsapp') return;
+    useCallsStore().addCall({
+      callSid: data.call_id,
+      callId: data.id,
+      conversationId: data.conversation_id,
+      inboxId: data.inbox_id,
+      callDirection: 'inbound',
+      provider: 'whatsapp',
+      sdpOffer: data.sdp_offer,
+      iceServers: data.ice_servers,
+      caller: data.caller,
+    });
+  };
+
+  // `connect` is the WebRTC tunnel-ready signal (fires ~20s before pickup
+  // for outbound). Apply the SDP answer so the handshake completes during
+  // ringing, but stay non-active until `outbound_accepted` arrives.
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallOutboundConnected = async data => {
+    if (data?.provider !== 'whatsapp' || !data.sdp_answer) return;
+    // Account-wide broadcast: skip SDPs for calls another agent is handling,
+    // otherwise applyOutboundAnswer would feed a foreign SDP into this tab's
+    // peer connection.
+    if (!isLocalWhatsappCall(data.id)) return;
+    try {
+      await applyOutboundAnswer(data.id, data.sdp_answer);
+    } catch (_) {
+      /* noop */
+    }
+  };
+
+  // Real pickup signal — Meta sends status=ACCEPTED on the call when the
+  // contact answers. Flip active (timer starts) and arm the recorder.
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallOutboundAccepted = data => {
+    if (data?.provider !== 'whatsapp') return;
+    const store = useCallsStore();
+    if (!store.calls.some(c => c.callSid === data.call_id)) return;
+    store.setCallActive(data.call_id);
+    armOutboundRecorder();
+  };
+
+  // eslint-disable-next-line class-methods-use-this
+  onVoiceCallEnded = async data => {
+    if (data?.provider !== 'whatsapp') return;
+    // The store entry should always be removed for this account-wide broadcast,
+    // but the WebRTC/recorder teardown must only run for the call this tab owns
+    // — otherwise an unrelated agent's call ending would stop this tab's
+    // recorder and upload its chunks against the wrong call id.
+    if (isLocalWhatsappCall(data.id)) {
+      // Await upload before removeCall — the store's sync teardown would otherwise
+      // wipe the recorder chunks before they reach the server.
+      try {
+        await handleWhatsappRemoteEnd(data.id);
+      } catch (_) {
+        /* noop */
+      }
+    }
+    useCallsStore().removeCall(data.call_id);
+  };
 }

 export default {
@@ -16,6 +16,7 @@ export const INBOX_TYPES = {
 // Add providers here as they gain voice capability (e.g., WhatsApp Cloud, Twilio WhatsApp)
 export const VOICE_CALL_PROVIDERS = {
  TWILIO: 'twilio',
+  WHATSAPP: 'whatsapp',
 };

 export const getVoiceCallProvider = inbox => {
@@ -25,9 +26,11 @@ export const getVoiceCallProvider = inbox => {
  const channelType = inbox.channel_type || inbox.channelType;
  const voiceEnabled = inbox.voice_enabled || inbox.voiceEnabled;

-  if (channelType === INBOX_TYPES.TWILIO && voiceEnabled) {
-    return VOICE_CALL_PROVIDERS.TWILIO;
-  }
+  if (!voiceEnabled) return null;
+
+  if (channelType === INBOX_TYPES.TWILIO) return VOICE_CALL_PROVIDERS.TWILIO;
+  if (channelType === INBOX_TYPES.WHATSAPP)
+    return VOICE_CALL_PROVIDERS.WHATSAPP;

  return null;
 };
@@ -49,6 +49,8 @@ function extractCallData(message) {
  const call = message?.call || {};
  return {
    callSid: call.provider_call_id,
+    callId: call.id,
+    provider: call.provider,
    status: call.status,
    callDirection: call.direction === 'outgoing' ? 'outbound' : 'inbound',
    conversationId: message?.conversation_id,
@@ -60,8 +62,15 @@ function extractCallData(message) {
 export function handleVoiceCallCreated(message, currentUserId) {
  if (!isVoiceCallMessage(message)) return;

-  const { callSid, callDirection, conversationId, assigneeId, senderId } =
-    extractCallData(message);
+  const {
+    callSid,
+    callId,
+    provider,
+    callDirection,
+    conversationId,
+    assigneeId,
+    senderId,
+  } = extractCallData(message);

  if (
    !shouldShowCall({
@@ -77,6 +86,8 @@ export function handleVoiceCallCreated(message, currentUserId) {
  const callsStore = useCallsStore();
  callsStore.addCall({
    callSid,
+    callId,
+    provider,
    conversationId,
    callDirection,
    senderId,
@@ -131,6 +142,20 @@ export function syncConversationCallVisibility(conversation, currentUserId) {
  const assigneeId = extractAssigneeId(conversation);
  if (!isAssignedToAnotherAgent(assigneeId, currentUserId)) return;

+  // Outbound calls belong to the initiator regardless of who the conversation
+  // is currently assigned to (auto-assignment may flip mid-call). Mirror
+  // shouldShowCall's outbound exception so an in-progress outbound call isn't
+  // ripped out from under the caller when the conversation reassigns.
  const callsStore = useCallsStore();
-  callsStore.removeCallsForConversation(conversation.id);
+  const callsToRemove = callsStore.calls.filter(
+    call =>
+      call.conversationId === conversation.id &&
+      !shouldShowCall({
+        callDirection: call.callDirection,
+        senderId: call.senderId,
+        assigneeId,
+        currentUserId,
+      })
+  );
+  callsToRemove.forEach(call => callsStore.removeCall(call.callSid));
 }
@@ -79,13 +79,18 @@
      "OUTGOING_CALL": "Outgoing call",
      "CALL_IN_PROGRESS": "Call in progress",
      "NO_ANSWER": "No answer",
+      "NO_ANSWER_OUTBOUND_LABEL": "No answer",
+      "NO_ANSWER_OUTBOUND_SUBTEXT": "Contact didn't pick up",
      "MISSED_CALL": "Missed call",
+      "MISSED_CALL_INBOUND_SUBTEXT": "No agent picked up",
      "CALL_ENDED": "Call ended",
      "NOT_ANSWERED_YET": "Not answered yet",
+      "CALLING": "Calling…",
      "THEY_ANSWERED": "They answered",
      "YOU_ANSWERED": "You answered",
      "AGENT_ANSWERED": "{agentName} answered",
-      "JOIN_CALL": "Join call"
+      "JOIN_CALL": "Join call",
+      "CALL_BACK": "Call back"
    },
    "HEADER": {
      "RESOLVE_ACTION": "Resolve",
@@ -100,6 +105,10 @@
      "SNOOZED_UNTIL_TOMORROW": "Snoozed until tomorrow",
      "SNOOZED_UNTIL_NEXT_WEEK": "Snoozed until next week",
      "SNOOZED_UNTIL_NEXT_REPLY": "Snoozed until next reply",
+      "WHATSAPP_CALL": "Start WhatsApp call",
+      "WHATSAPP_CALL_FAILED": "Could not start the WhatsApp call.",
+      "WHATSAPP_CALL_PERMISSION_REQUESTED": "Sent a call permission request to the contact. Try again once they accept.",
+      "WHATSAPP_CALL_PERMISSION_PENDING": "Call permission request already sent recently. Try again once the contact accepts.",
      "SLA_STATUS": {
        "FRT": "FRT {status}",
        "NRT": "NRT {status}",
@@ -300,7 +309,11 @@
      "HANDLED_IN_ANOTHER_TAB": "Being handled in another tab",
      "REJECT_CALL": "Reject",
      "JOIN_CALL": "Join call",
-      "END_CALL": "End call"
+      "END_CALL": "End call",
+      "MUTE": "Mute mic",
+      "UNMUTE": "Unmute mic",
+      "VIEW_CHAT_HISTORY": "View chat history",
+      "GO_TO_CONVERSATION": "Go to conversation thread"
    }
  },
  "EMAIL_TRANSCRIPT": {
@@ -637,7 +637,8 @@
      "BOT_CONFIGURATION": "Bot Configuration",
      "ACCOUNT_HEALTH": "Account Health",
      "CSAT": "CSAT",
-      "VOICE": "Voice"
+      "VOICE": "Voice",
+      "CALLS": "Calls"
    },
    "VOICE_CONFIGURATION": {
      "ENABLE_VOICE": {
@@ -648,6 +649,25 @@
        "DESCRIPTION": "Voice calling requires Twilio API Key credentials. These are used to generate tokens for agent voice connections."
      }
    },
+    "WHATSAPP_CALLING": {
+      "ENABLE": {
+        "LABEL": "Enable WhatsApp Calling",
+        "DESCRIPTION": "Allow agents to receive and place WhatsApp Cloud calls on this inbox. Customers can call this business number directly from WhatsApp."
+      },
+      "PHONE_NUMBER": {
+        "LABEL": "Business phone number",
+        "HELP_TEXT": "WhatsApp number that customers will call."
+      },
+      "HOW_IT_WORKS": {
+        "LABEL": "How it works",
+        "DESCRIPTION": "Calls are placed peer-to-peer between the agent's browser and Meta — no extra credentials are required. Make sure the agent's browser has microphone permission for this site."
+      },
+      "PERMISSION_REQUEST_BODY": {
+        "LABEL": "Call permission request message",
+        "HELP_TEXT": "Shown to the contact when they haven't yet consented to receive calls. Leave blank to use the default.",
+        "PLACEHOLDER": "We would like to call you regarding your conversation."
+      }
+    },
    "CHANNEL_PREFERENCES": "Channel Preferences",
    "WIDGET_FEATURES": "Widget features",
    "ACCOUNT_HEALTH": {
@@ -800,6 +820,10 @@
      "WHATSAPP_TEMPLATES_SYNC_SUBHEADER": "Manually sync message templates from WhatsApp to update your available templates.",
      "WHATSAPP_TEMPLATES_SYNC_BUTTON": "Sync Templates",
      "WHATSAPP_TEMPLATES_SYNC_SUCCESS": "Templates sync initiated successfully. It may take a couple of minutes to update.",
+      "WHATSAPP_CALLING_ENABLED": {
+        "LABEL": "Enable voice calling",
+        "DESCRIPTION": "Allow agents to start and receive WhatsApp voice calls on this inbox. Available only on embedded-signup WhatsApp Cloud channels with calling permission granted by Meta."
+      },
      "UPDATE_PRE_CHAT_FORM_SETTINGS": "Update Pre Chat Form Settings"
    },
    "HELP_CENTER": {
@@ -56,7 +56,10 @@ export default {
    };
  },
  computed: {
-    ...mapGetters({ uiFlags: 'contacts/getUIFlags' }),
+    ...mapGetters({
+      uiFlags: 'contacts/getUIFlags',
+      currentChat: 'getSelectedChat',
+    }),
    contactProfileLink() {
      return `/app/accounts/${this.$route.params.accountId}/contacts/${this.contact.id}`;
    },
@@ -305,11 +308,13 @@ export default {
        <VoiceCallButton
          :phone="contact.phone_number"
          :contact-id="contact.id"
-          icon="i-ri-phone-fill"
+          :conversation-id="currentChat?.id"
+          icon="i-lucide-phone"
          size="sm"
+          variant="ghost"
+          color="slate"
+          class="rounded-md hover:bg-n-alpha-2"
          :tooltip-label="$t('CONTACT_PANEL.CALL')"
-          slate
-          faded
        />
        <NextButton
          v-tooltip.top-end="$t('EDIT_CONTACT.BUTTON_LABEL')"
@@ -22,6 +22,7 @@ import WeeklyAvailability from './components/WeeklyAvailability.vue';
 import GreetingsEditor from 'shared/components/GreetingsEditor.vue';
 import ConfigurationPage from './settingsPage/ConfigurationPage.vue';
 import VoiceConfigurationPage from './settingsPage/VoiceConfigurationPage.vue';
+import WhatsappCallingPage from './settingsPage/WhatsappCallingPage.vue';
 import CustomerSatisfactionPage from './settingsPage/CustomerSatisfactionPage.vue';
 import CollaboratorsPage from './settingsPage/CollaboratorsPage.vue';
 import BotConfiguration from './components/BotConfiguration.vue';
@@ -48,6 +49,7 @@ export default {
    CollaboratorsPage,
    ConfigurationPage,
    VoiceConfigurationPage,
+    WhatsappCallingPage,
    CustomerSatisfactionPage,
    FacebookReauthorize,
    GreetingsEditor,
@@ -249,6 +251,23 @@ export default {
        ];
      }

+      if (
+        this.isAWhatsAppCloudChannel &&
+        this.isEmbeddedSignupWhatsApp &&
+        this.isFeatureEnabledonAccount(
+          this.accountId,
+          FEATURE_FLAGS.CHANNEL_VOICE
+        )
+      ) {
+        visibleToAllChannelTabs = [
+          ...visibleToAllChannelTabs,
+          {
+            key: 'calls-configuration',
+            name: this.$t('INBOX_MGMT.TABS.CALLS'),
+          },
+        ];
+      }
+
      return visibleToAllChannelTabs;
    },
    currentInboxId() {
@@ -1262,6 +1281,12 @@ export default {
        >
          <VoiceConfigurationPage :inbox="inbox" />
        </div>
+        <div
+          v-if="selectedTabKey === 'calls-configuration'"
+          class="mx-6 max-w-4xl"
+        >
+          <WhatsappCallingPage :inbox="inbox" />
+        </div>
        <div v-if="selectedTabKey === 'csat'">
          <CustomerSatisfactionPage :inbox="inbox" />
        </div>
@@ -0,0 +1,116 @@
+<script>
+import { useAlert } from 'dashboard/composables';
+import SettingsFieldSection from 'dashboard/components-next/Settings/SettingsFieldSection.vue';
+import SettingsToggleSection from 'dashboard/components-next/Settings/SettingsToggleSection.vue';
+import NextButton from 'dashboard/components-next/button/Button.vue';
+import TextArea from 'next/textarea/TextArea.vue';
+
+export default {
+  components: {
+    SettingsFieldSection,
+    SettingsToggleSection,
+    NextButton,
+    TextArea,
+  },
+  props: {
+    inbox: {
+      type: Object,
+      default: () => ({}),
+    },
+  },
+  data() {
+    return {
+      callingEnabled: this.inbox.provider_config?.calling_enabled || false,
+      permissionRequestBody:
+        this.inbox.provider_config?.call_permission_request_body || '',
+      isUpdating: false,
+    };
+  },
+  computed: {
+    phoneNumber() {
+      return (
+        this.inbox.provider_config?.phone_number || this.inbox.phone_number
+      );
+    },
+  },
+  watch: {
+    'inbox.provider_config.calling_enabled'(val) {
+      this.callingEnabled = val || false;
+    },
+    'inbox.provider_config.call_permission_request_body'(val) {
+      this.permissionRequestBody = val || '';
+    },
+  },
+  methods: {
+    async updateCallingSettings() {
+      this.isUpdating = true;
+      try {
+        await this.$store.dispatch('inboxes/updateInbox', {
+          id: this.inbox.id,
+          formData: false,
+          channel: {
+            provider_config: {
+              ...this.inbox.provider_config,
+              calling_enabled: this.callingEnabled,
+              call_permission_request_body:
+                this.permissionRequestBody.trim() || null,
+            },
+          },
+        });
+        useAlert(this.$t('INBOX_MGMT.EDIT.API.SUCCESS_MESSAGE'));
+      } catch (error) {
+        useAlert(this.$t('INBOX_MGMT.EDIT.API.ERROR_MESSAGE'));
+      } finally {
+        this.isUpdating = false;
+      }
+    },
+  },
+};
+</script>
+
+<template>
+  <div class="flex flex-col gap-6">
+    <SettingsToggleSection
+      v-model="callingEnabled"
+      :header="$t('INBOX_MGMT.WHATSAPP_CALLING.ENABLE.LABEL')"
+      :description="$t('INBOX_MGMT.WHATSAPP_CALLING.ENABLE.DESCRIPTION')"
+    />
+
+    <SettingsFieldSection
+      v-if="phoneNumber"
+      :label="$t('INBOX_MGMT.WHATSAPP_CALLING.PHONE_NUMBER.LABEL')"
+      :help-text="$t('INBOX_MGMT.WHATSAPP_CALLING.PHONE_NUMBER.HELP_TEXT')"
+    >
+      <woot-code :script="phoneNumber" lang="html" />
+    </SettingsFieldSection>
+
+    <SettingsFieldSection
+      :label="$t('INBOX_MGMT.WHATSAPP_CALLING.PERMISSION_REQUEST_BODY.LABEL')"
+      :help-text="
+        $t('INBOX_MGMT.WHATSAPP_CALLING.PERMISSION_REQUEST_BODY.HELP_TEXT')
+      "
+    >
+      <TextArea
+        v-model="permissionRequestBody"
+        :placeholder="
+          $t('INBOX_MGMT.WHATSAPP_CALLING.PERMISSION_REQUEST_BODY.PLACEHOLDER')
+        "
+        auto-height
+        resize
+      />
+    </SettingsFieldSection>
+
+    <SettingsFieldSection
+      :label="$t('INBOX_MGMT.WHATSAPP_CALLING.HOW_IT_WORKS.LABEL')"
+      :help-text="$t('INBOX_MGMT.WHATSAPP_CALLING.HOW_IT_WORKS.DESCRIPTION')"
+    />
+
+    <div>
+      <NextButton
+        :is-loading="isUpdating"
+        :label="$t('INBOX_MGMT.SETTINGS_POPUP.UPDATE')"
+        @click="updateCallingSettings"
+      />
+    </div>
+  </div>
+</template>
@@ -312,10 +312,14 @@ export const actions = {
    commit(types.CLEAR_CONTACT_FILTERS);
  },

-  initiateCall: async ({ commit }, { contactId, inboxId }) => {
+  initiateCall: async ({ commit }, { contactId, inboxId, conversationId }) => {
    commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: true });
    try {
-      const response = await ContactAPI.initiateCall(contactId, inboxId);
+      const response = await ContactAPI.initiateCall(
+        contactId,
+        inboxId,
+        conversationId
+      );
      commit(types.SET_CONTACT_UI_FLAG, { isInitiatingCall: false });
      return response.data;
    } catch (error) {
@@ -1,7 +1,16 @@
 import { defineStore } from 'pinia';
 import TwilioVoiceClient from 'dashboard/api/channel/voice/twilioVoiceClient';
+import { cleanupWhatsappSession } from 'dashboard/composables/useWhatsappCallSession';
 import { TERMINAL_STATUSES } from 'dashboard/helper/voice';

+const teardownByProvider = call => {
+  if (call?.provider === 'whatsapp') {
+    cleanupWhatsappSession();
+  } else {
+    TwilioVoiceClient.endClientCall();
+  }
+};
+
 export const useCallsStore = defineStore('calls', {
  state: () => ({
    calls: [],
@@ -16,15 +25,28 @@ export const useCallsStore = defineStore('calls', {

  actions: {
    handleCallStatusChanged({ callSid, status }) {
-      if (TERMINAL_STATUSES.includes(status)) {
-        this.removeCall(callSid);
+      if (!TERMINAL_STATUSES.includes(status)) return;
+
+      const call = this.calls.find(c => c.callSid === callSid);
+      // WhatsApp recordings live in the in-memory recorder until voice_call.ended
+      // uploads them; tearing down here would race-wipe those chunks.
+      if (call?.provider === 'whatsapp') {
+        this.calls = this.calls.filter(c => c.callSid !== callSid);
+        return;
      }
+
+      this.removeCall(callSid);
    },

    addCall(callData) {
      if (!callData?.callSid) return;
-      const exists = this.calls.some(call => call.callSid === callData.callSid);
-      if (exists) return;
+      const existing = this.calls.find(c => c.callSid === callData.callSid);
+      if (existing) {
+        // Merge so a later cable event with sdp_offer/provider/caller fills in
+        // gaps left by the earlier message.created path (and vice versa).
+        Object.assign(existing, callData, { isActive: existing.isActive });
+        return;
+      }

      this.calls.push({
        ...callData,
@@ -35,7 +57,7 @@ export const useCallsStore = defineStore('calls', {
    removeCall(callSid) {
      const callToRemove = this.calls.find(c => c.callSid === callSid);
      if (callToRemove?.isActive) {
-        TwilioVoiceClient.endClientCall();
+        teardownByProvider(callToRemove);
      }
      this.calls = this.calls.filter(c => c.callSid !== callSid);
    },
@@ -48,7 +70,8 @@ export const useCallsStore = defineStore('calls', {
    },

    clearActiveCall() {
-      TwilioVoiceClient.endClientCall();
+      const active = this.calls.find(c => c.isActive);
+      teardownByProvider(active);
      this.calls = this.calls.filter(call => !call.isActive);
    },

@@ -61,9 +84,10 @@ export const useCallsStore = defineStore('calls', {
        call => call.conversationId === conversationId
      );

-      if (callsToRemove.some(call => call.isActive)) {
-        TwilioVoiceClient.endClientCall();
-      }
+      // Tear down each active call via its own provider so a WhatsApp call
+      // gets cleanupWhatsappSession() (closes pc, stops recorder/mic) instead
+      // of the Twilio-only endClientCall() — otherwise mic stays open.
+      callsToRemove.filter(call => call.isActive).forEach(teardownByProvider);

      this.calls = this.calls.filter(
        call => call.conversationId !== conversationId