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# Pull Request Template ## Description Bridges WhatsApp Cloud Calling onto Chatwoot's voice pipeline so agents can answer and place calls on WhatsApp Cloud inboxes with the same UX as Twilio voice. Browser ↔ Meta WebRTC is direct (no media-server hop); Chatwoot owns signalling, recording upload, and `Call`/`Message` lifecycle state. Companion PRs: - FE: #14346 (`feat/whatsapp-call-ui`) — UI consumer for these endpoints. - Specs: #14357 (`feat/whatsapp-call-meta-bridge-specs`) — backend test coverage. ## Type of change - [x] New feature (non-breaking change which adds functionality) ## What changed - **API** — new `Api::V1::Accounts::WhatsappCallsController` with `show / accept / reject / terminate / initiate / upload_recording`. Conversation-level Pundit auth. `initiate` is gated on the channel being embedded-signup voice-enabled. Permission-blocked initiations (Meta error 138006) return **422** with `{ status: 'permission_requested' | 'permission_pending' }` and trigger a throttled opt-in template send under a conversation lock. - **State machine** — `Whatsapp::CallService` handles accept / reject / terminate with call-level locking. Meta failures are wrapped as `Voice::CallErrors::CallFailed` so the controller renders 422 instead of leaking 500s. - **Webhooks** — `Whatsapp::IncomingCallService` processes Meta connect/terminate events. Pins `setup:active` on outbound answers, materialises a missed-call record when terminate arrives before connect (out-of-order delivery), and broadcasts `voice_call.*` events to the assignee's pubsub stream when assigned, otherwise account-wide. - **Provider** — `Whatsapp::Providers::WhatsappCloudService` adds `pre_accept_call / accept_call / reject_call / terminate_call / initiate_call / send_call_permission_request`. Uses configurable `WHATSAPP_API_VERSION` (default v22) since Calls API needs v17+ and the OSS `phone_id_path` is locked at v13 for legacy `/messages` compatibility. - **Audio recordings** — `Attachment after_create_commit` enqueues transcription and rebroadcasts the message so the FE bubble updates immediately. Active Storage initializer allows audio MIME types to serve inline. ## How to test 1. Set up a WhatsApp Cloud Embedded Signup inbox; flip `provider_config.calling_enabled = true` (Calls tab in inbox settings — ships with FE PR #14346). 2. Place a real call from a phone number that has previously messaged the business → expect `voice_call.incoming` cable + `Call` row + `voice_call` Message bubble. 3. Click Accept (FE PR) → `/whatsapp_calls/:id/accept` 200, audio flows browser ↔ Meta, recording uploads on hangup, Whisper transcript appears within ~10s. 4. From Chatwoot, click outbound → `/whatsapp_calls/initiate` 200 if the contact is opted-in, otherwise **422** with `status: 'permission_requested'` and a template send (FE shows a banner instead of an error toast). 5. Refresh during a ringing call → call survives on Meta, FE seeds it back from the conversation cache, agent can still accept. 6. Refresh during an active call → `pagehide` beacon terminates the call on Meta with `status: 'completed'` (no orphan). ## Checklist - [x] Code follows project style (RuboCop / ESLint clean) - [x] Self-review done - [x] Hard-to-understand areas commented - [ ] Documentation update (architecture doc lives in companion branch) - [x] No new warnings - [x] Tests live in companion PR #14357 - [x] Existing tests pass locally - [x] Dependent changes merged downstream (FE #14346 consumes these endpoints) --------- Co-authored-by: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
Chatwoot
The modern customer support platform, an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud etc.
Chatwoot is the modern, open-source, and self-hosted customer support platform designed to help businesses deliver exceptional customer support experience. Built for scale and flexibility, Chatwoot gives you full control over your customer data while providing powerful tools to manage conversations across channels.
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Supercharge your support with Captain, Chatwoot’s AI agent. Captain helps automate responses, handle common queries, and reduce agent workload—ensuring customers get instant, accurate answers. With Captain, your team can focus on complex conversations while routine questions are resolved automatically. Read more about Captain here.
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Publish help articles, FAQs, and guides through the built-in Help Center Portal. Enable customers to find answers on their own, reduce repetitive queries, and keep your support team focused on more complex issues.
🗂️ Other features
Collaboration & Productivity
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