WhatsApp Calling Webhook Events (UIC & BIC)

1. Common envelope

Every webhook has the same V3 wrapper. Only field and the contents of value change.

Key	Meaning
`object`	Always `whatsapp_business_account`
`gs_app_id`	Gupshup app ID. Filter on it when several apps share one webhook URL
`entry[].id`	WABA ID
`entry[].changes[].field`	`calls` for every call event and call status. `messages` for the call-permission request statuses and reply
`value.messaging_product`	Always `whatsapp`
`value.metadata`	Business `display_phone_number` and `phone_number_id`
`value.contacts[]`	The user: `wa_id`, `user_id` (BSUID, only when the app has BSUID enabled), `profile.name` when known
`value.calls[]`	Call events: `connect`, `terminate`, `call_recording_available`, `call_transcript_available`
`value.statuses[]`	Call progress for BIC only (`type: "call"`, `status`: `RINGING`, `ACCEPTED`), or message statuses for the permission request
`calls[].id` / `statuses[].id`	The call ID (`wacid.…`). The same for every event of one call
`timestamp`	Unix seconds, as strings, for call events. Permission-request status `enqueued` uses milliseconds, as a number

2. User-initiated call (UIC)

Sequence

User taps call in WhatsApp
   │
   ├─► connect   (direction USER_INITIATED, user's SDP offer)        ~1 s after the user dials
   │
   │   Business → Gupshup /v1/event  pre_accept (optional) → accept (+ recording / transcription)
   │   Must happen while it rings (about 30 s)
   │
   ├─► terminate (status COMPLETED, duration, start_time, end_time)   at hang-up
   │
   ├─► call_transcript_available  ┐  20–60 s after terminate,
   └─► call_recording_available   ┘  in either order

If the call is not accepted, only connect and terminate arrive. The terminate has status: COMPLETED, no duration / start_time / end_time, and comes 30–60 s after connect. No recording or transcript follows. UIC has no RINGING / ACCEPTED status webhooks.

2.1 `connect` (UIC)

When: as soon as the user dials, while the call is ringing.
Use it to: get the call ID and the user's SDP offer, build your SDP answer, and accept with POST /partner/app/{appId}/v1/event.

Field (`calls[0]`)	Description
`id`	Call ID. Send it as `voice.id` in pre_accept, accept, reject and terminate
`event`	`connect`
`direction`	`USER_INITIATED`
`from` / `from_user_id`	The caller's number and BSUID
`to`	The business number
`timestamp`	When the call was offered
`session.sdp_type` / `session.sdp`	The user's SDP offer (Meta format). Build your answer from it
`connection.webrtc.sdp`	The same offer as a JSON string `{"type":"offer","sdp":"…"}` (Gupshup addition)
`value.contacts[0].profile.name`	The caller's WhatsApp name

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "connection": {
                  "webrtc": {
                    "sdp": "{\"type\":\"offer\",\"sdp\":\"v=0\\r\\no=- 1791965720257 2 IN IP4 127.0.0.1\\r\\ns=-\\r\\nt=0 0\\r\\na=group:BUNDLE audio\\r\\na=msid-semantic: WMS 4eab4c32-ceb5-4e64-8485-36601d274b04\\r\\na=ice-lite\\r\\nm=audio 3480 UDP/TLS/RTP/SAVPF 111 126\\r\\nc=IN IP4 57.144.43.49\\r\\na=rtcp:9 IN IP4 0.0.0.0\\r\\na=candidate:2275956755 1 udp 2122260223 57.144.43.49 3480 typ host generation 0 network-cost 50\\r\\na=candidate:2684782176 1 udp 2122262783 2a03:2880:f312:131:face:b00c:0:699c 3480 typ host generation 0 network-cost 50\\r\\na=ice-ufrag:XLOGqZFMDClCrlmA\\r\\na=ice-pwd:m/1+pOzznd9n8T+QtBJdCw==\\r\\na=fingerprint:sha-256 B2:B4:F4:B8:E2:4D:5A:38:77:6C:18:F7:0D:FB:8C:42:D4:C2:1E:FA:3E:97:4E:58:4C:90:A0:3D:2C:2B:6F:85\\r\\na=setup:actpass\\r\\na=mid:audio\\r\\na=sendrecv\\r\\na=msid:4eab4c32-ceb5-4e64-8485-36601d274b04 WhatsAppTrack1\\r\\na=rtcp-mux\\r\\na=rtpmap:111 opus/48000/2\\r\\na=rtcp-fb:111 transport-cc\\r\\na=fmtp:111 maxaveragebitrate=20000;maxplaybackrate=16000;minptime=20;sprop-maxcapturerate=16000;useinbandfec=1\\r\\na=rtpmap:126 telephone-event/8000\\r\\na=maxptime:20\\r\\na=ptime:20\\r\\na=ssrc:3190104950 cname:WhatsAppAudioStream1\\r\\n\"}"
                  }
                },
                "direction": "USER_INITIATED",
                "event": "connect",
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wacid.IhggMDA2ODE3RDRCQTI4NjFDMDZFRkVCOEU0NjI3QjY4QUQcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "session": {
                  "sdp": "v=0\r\no=- 1791965720257 2 IN IP4 127.0.0.1\r\ns=-\r\nt=0 0\r\na=group:BUNDLE audio\r\na=msid-semantic: WMS 4eab4c32-ceb5-4e64-8485-36601d274b04\r\na=ice-lite\r\nm=audio 3480 UDP/TLS/RTP/SAVPF 111 126\r\nc=IN IP4 57.144.43.49\r\na=rtcp:9 IN IP4 0.0.0.0\r\na=candidate:2275956755 1 udp 2122260223 57.144.43.49 3480 typ host generation 0 network-cost 50\r\na=candidate:2684782176 1 udp 2122262783 2a03:2880:f312:131:face:b00c:0:699c 3480 typ host generation 0 network-cost 50\r\na=ice-ufrag:XLOGqZFMDClCrlmA\r\na=ice-pwd:m/1+pOzznd9n8T+QtBJdCw==\r\na=fingerprint:sha-256 B2:B4:F4:B8:E2:4D:5A:38:77:6C:18:F7:0D:FB:8C:42:D4:C2:1E:FA:3E:97:4E:58:4C:90:A0:3D:2C:2B:6F:85\r\na=setup:actpass\r\na=mid:audio\r\na=sendrecv\r\na=msid:4eab4c32-ceb5-4e64-8485-36601d274b04 WhatsAppTrack1\r\na=rtcp-mux\r\na=rtpmap:111 opus/48000/2\r\na=rtcp-fb:111 transport-cc\r\na=fmtp:111 maxaveragebitrate=20000;maxplaybackrate=16000;minptime=20;sprop-maxcapturerate=16000;useinbandfec=1\r\na=rtpmap:126 telephone-event/8000\r\na=maxptime:20\r\na=ptime:20\r\na=ssrc:3190104950 cname:WhatsAppAudioStream1\r\n",
                  "sdp_type": "offer"
                },
                "timestamp": "1791965720",
                "to": "919355040978"
              }
            ],
            "contacts": [
              {
                "profile": {
                  "name": "<USER_NAME>"
                },
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

2.2 `terminate` (UIC)

When: the call ends (hang-up by either side, terminate API, or not answered in time).

Field (`calls[0]`)	Description
`status`	`COMPLETED`, seen for both answered and unanswered calls
`duration`	Connected seconds. Missing if the call was never accepted
`start_time` / `end_time`	Unix seconds for when the call was answered and when it ended. Missing if not accepted

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "direction": "USER_INITIATED",
                "duration": 21,
                "end_time": "1791965786",
                "event": "terminate",
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wacid.IhggMDA2ODE3RDRCQTI4NjFDMDZFRkVCOEU0NjI3QjY4QUQcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "start_time": "1791965765",
                "status": "COMPLETED",
                "timestamp": "1791965786",
                "to": "919355040978"
              }
            ],
            "contacts": [
              {
                "profile": {
                  "name": "<USER_NAME>"
                },
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

2.3 `call_transcript_available` (UIC)

See section 4 for the fields.

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "call_transcript": {
                  "document": {
                    "id": "2231824211080035",
                    "mime_type": "application/json",
                    "sha256": "6c0528660189bcc705ae2b4e400fc972e00a2bac5b78afef5954cff627e88784",
                    "url": "https://<gupshup-media-host>/wa/<APP_ID>/wa/media/2231824211080035?download=false"
                  }
                },
                "event": "call_transcript_available",
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wacid.IhggMDA2ODE3RDRCQTI4NjFDMDZFRkVCOEU0NjI3QjY4QUQcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "timestamp": "1791965807",
                "to": "919355040978"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

2.4 `call_recording_available` (UIC)

See section 4 for the fields.

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "call_recording": {
                  "audio": {
                    "id": "1607646396863177",
                    "mime_type": "audio/ogg; codecs=opus",
                    "sha256": "593145eb1a8ff9137cc3eaa0bf6b33c6c0e79a131d84aae2468420e837bfb443",
                    "url": "https://<gupshup-media-host>/wa/<APP_ID>/wa/media/1607646396863177?download=false"
                  },
                  "type": "audio"
                },
                "event": "call_recording_available",
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wacid.IhggMDA2ODE3RDRCQTI4NjFDMDZFRkVCOEU0NjI3QjY4QUQcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "timestamp": "1791965821",
                "to": "919355040978"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3. Business-initiated call (BIC)

Sequence

(once per user and business number)
Business → Gupshup /v3/message  call_permission_request
   ├─► messages.statuses  enqueued → sent → delivered → read
   └─► messages.messages  interactive.call_permission_reply (response: accept)

Business → Gupshup /v1/voice  connect (+ SDP offer, recording / transcription)
   │      ← 200 {"callId":{"message":"wacid…"},"status":"success"}
   │
   ├─► statuses  RINGING     (type call)                           ~1 s after connect
   ├─► connect   (direction BUSINESS_INITIATED, user's SDP answer)  when the user answers
   ├─► statuses  ACCEPTED    (type call)                           right after the answer
   │
   ├─► terminate (status COMPLETED, duration, start_time, end_time) at hang-up
   │
   ├─► call_recording_available   ┐  20–60 s after terminate,
   └─► call_transcript_available  ┘  in either order

If the user has not allowed calls, /v1/voice returns 400 No approved call permission from the recipient… and no webhooks follow.

3.1 Call-permission request statuses (`field: messages`)

When: after POST /partner/app/{appId}/v3/message with interactive.type: call_permission_request. They follow the normal message status flow. enqueued carries Gupshup's message ID (id = gs_id). sent, delivered and read carry Meta's wamid.

`enqueued`

{
  "entry": [
    {
      "changes": [
        {
          "field": "messages",
          "value": {
            "messaging_product": "whatsapp",
            "statuses": [
              {
                "gs_id": "54749858-4392-4c32-b3f3-93a5d0e92483",
                "id": "1e03c4df-e669-4909-948d-db29bcf4211a",
                "recipient_id": "<USER_WA_ID>",
                "status": "enqueued",
                "timestamp": 1791966140946
              }
            ]
          }
        }
      ]
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

`sent`

{
  "entry": [
    {
      "changes": [
        {
          "field": "messages",
          "value": {
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            },
            "statuses": [
              {
                "biz_opaque_callback_data": "1e03c4df-e669-4909-948d-db29bcf4211a||||||1",
                "conversation": {
                  "expiration_timestamp": "1791966143",
                  "id": "ce881a45011a80d3860aa0a0ee909153",
                  "origin": {
                    "type": "service"
                  }
                },
                "gs_id": "54749858-4392-4c32-b3f3-93a5d0e92483",
                "id": "1e03c4df-e669-4909-948d-db29bcf4211a",
                "meta_msg_id": "wamid.HBgMOTE3NTA2MDgwNDgwFQIAERgSODA0MzBDQzMzNEQxRkYyOUI0AA==",
                "pricing": {
                  "billable": false,
                  "category": "service",
                  "pricing_model": "PMP",
                  "type": "free_customer_service"
                },
                "recipient_id": "<USER_WA_ID>",
                "recipient_user_id": "<USER_BSUID>",
                "status": "sent",
                "timestamp": "1791966143"
              }
            ]
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

`delivered`

{
  "entry": [
    {
      "changes": [
        {
          "field": "messages",
          "value": {
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            },
            "statuses": [
              {
                "biz_opaque_callback_data": "1e03c4df-e669-4909-948d-db29bcf4211a||||||1",
                "conversation": {
                  "id": "ce881a45011a80d3860aa0a0ee909153",
                  "origin": {
                    "type": "service"
                  }
                },
                "gs_id": "54749858-4392-4c32-b3f3-93a5d0e92483",
                "id": "1e03c4df-e669-4909-948d-db29bcf4211a",
                "meta_msg_id": "wamid.HBgMOTE3NTA2MDgwNDgwFQIAERgSODA0MzBDQzMzNEQxRkYyOUI0AA==",
                "pricing": {
                  "billable": false,
                  "category": "service",
                  "pricing_model": "PMP",
                  "type": "free_customer_service"
                },
                "recipient_id": "<USER_WA_ID>",
                "recipient_user_id": "<USER_BSUID>",
                "status": "delivered",
                "timestamp": "1791966144"
              }
            ]
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

`read`

{
  "entry": [
    {
      "changes": [
        {
          "field": "messages",
          "value": {
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            },
            "statuses": [
              {
                "biz_opaque_callback_data": "1e03c4df-e669-4909-948d-db29bcf4211a||||||1",
                "conversation": {
                  "id": "ce881a45011a80d3860aa0a0ee909153",
                  "origin": {
                    "type": "service"
                  }
                },
                "gs_id": "54749858-4392-4c32-b3f3-93a5d0e92483",
                "id": "1e03c4df-e669-4909-948d-db29bcf4211a",
                "meta_msg_id": "wamid.HBgMOTE3NTA2MDgwNDgwFQIAERgSODA0MzBDQzMzNEQxRkYyOUI0AA==",
                "pricing": {
                  "billable": false,
                  "category": "service",
                  "pricing_model": "PMP",
                  "type": "free_customer_service"
                },
                "recipient_id": "<USER_WA_ID>",
                "recipient_user_id": "<USER_BSUID>",
                "status": "read",
                "timestamp": "1791966144"
              }
            ]
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.2 Call-permission reply (`field: messages`)

When: the user taps Allow or Decline on the request.
Use it to: know whether you may call. With is_permanent: true, permission doesn't need to be asked again.

Field (`messages[0]`)	Description
`type`	`interactive`
`interactive.type`	`call_permission_reply`
`interactive.call_permission_reply.response`	`accept` or `reject`
`interactive.call_permission_reply.is_permanent`	`true` means the permission doesn't expire
`interactive.call_permission_reply.response_source`	`user_action` means the user tapped the button
`context.gs_id` / `context.id` / `context.meta_msg_id`	Link the reply to the request you sent

{
  "entry": [
    {
      "changes": [
        {
          "field": "messages",
          "value": {
            "contacts": [
              {
                "profile": {
                  "name": "<USER_NAME>"
                },
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messages": [
              {
                "context": {
                  "from": "919355040978",
                  "gs_id": "54749858-4392-4c32-b3f3-93a5d0e92483",
                  "id": "1e03c4df-e669-4909-948d-db29bcf4211a",
                  "meta_msg_id": "wamid.HBgMOTE3NTA2MDgwNDgwFQIAERgSODA0MzBDQzMzNEQxRkYyOUI0AA=="
                },
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wamid.HBgMOTE3NTA2MDgwNDgwFQIAEhgUM0FEODA1MEJCOTc1MUZDODdENzIA",
                "interactive": {
                  "call_permission_reply": {
                    "is_permanent": true,
                    "response": "accept",
                    "response_source": "user_action"
                  },
                  "type": "call_permission_reply"
                },
                "timestamp": "1791966148",
                "type": "interactive"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.3 Call status `RINGING`

When: the user's phone starts ringing, about 1 s after /v1/voice returns.

Field (`statuses[0]`)	Description
`id`	Call ID (the same as `callId.message` from `/v1/voice`)
`type`	`call`
`status`	`RINGING`
`recipient_id` / `recipient_user_id`	The user's number and BSUID

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            },
            "statuses": [
              {
                "id": "wacid.IRggMjgyNjVFQTZENzZDNEI1MjMyQUU3RkFBNkZGOTJFMjkcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "recipient_id": "<USER_WA_ID>",
                "recipient_user_id": "<USER_BSUID>",
                "status": "RINGING",
                "timestamp": "1791966667",
                "type": "call"
              }
            ]
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.4 `connect` (BIC)

When: the user answers.
Use it to: take the user's SDP answer and set it as the remote description on your WebRTC or media session, so audio flows.

Field (`calls[0]`)	Description
`id`	The same call ID that `/v1/voice` returned
`direction`	`BUSINESS_INITIATED`
`from` / `to` / `to_user_id`	The business number, the user's number and the user's BSUID
`session.sdp_type` / `session.sdp`	The user's SDP answer
`connection.webrtc.sdp`	The same answer as a JSON string (Gupshup addition)

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "connection": {
                  "webrtc": {
                    "sdp": "{\"type\":\"answer\",\"sdp\":\"v=0\\r\\no=- 1791966667060 2 IN IP4 127.0.0.1\\r\\ns=-\\r\\nt=0 0\\r\\na=group:BUNDLE 0\\r\\na=msid-semantic: WMS 253a303b-ead8-4279-a66a-92770df99897\\r\\na=ice-lite\\r\\nm=audio 3480 UDP/TLS/RTP/SAVPF 111 126\\r\\nc=IN IP4 57.144.43.49\\r\\na=rtcp:9 IN IP4 0.0.0.0\\r\\na=candidate:2275956755 1 udp 2122260223 57.144.43.49 3480 typ host generation 0 network-cost 50\\r\\na=candidate:2684782176 1 udp 2122262783 2a03:2880:f312:131:face:b00c:0:699c 3480 typ host generation 0 network-cost 50\\r\\na=ice-ufrag:zaTOQdmQQduZeu+t\\r\\na=ice-pwd:liJcPdzP5dzP3tLGcutqqw==\\r\\na=fingerprint:sha-256 48:DC:38:03:9D:BA:E6:7C:0F:BA:92:C2:24:9E:B4:3F:D9:B1:9D:C5:76:FB:3B:16:C1:24:74:69:DD:B3:6E:6D\\r\\na=setup:passive\\r\\na=mid:0\\r\\na=sendrecv\\r\\na=msid:253a303b-ead8-4279-a66a-92770df99897 WhatsAppTrack1\\r\\na=rtcp-mux\\r\\na=rtpmap:111 opus/48000/2\\r\\na=rtcp-fb:111 transport-cc\\r\\na=fmtp:111 maxaveragebitrate=20000;maxplaybackrate=16000;minptime=20;sprop-maxcapturerate=16000;useinbandfec=1\\r\\na=rtpmap:126 telephone-event/8000\\r\\na=maxptime:20\\r\\na=ptime:20\\r\\na=ssrc:990711625 cname:WhatsAppAudioStream1\\r\\n\"}"
                  }
                },
                "direction": "BUSINESS_INITIATED",
                "event": "connect",
                "from": "919355040978",
                "id": "wacid.IRggMjgyNjVFQTZENzZDNEI1MjMyQUU3RkFBNkZGOTJFMjkcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "session": {
                  "sdp": "v=0\r\no=- 1791966667060 2 IN IP4 127.0.0.1\r\ns=-\r\nt=0 0\r\na=group:BUNDLE 0\r\na=msid-semantic: WMS 253a303b-ead8-4279-a66a-92770df99897\r\na=ice-lite\r\nm=audio 3480 UDP/TLS/RTP/SAVPF 111 126\r\nc=IN IP4 57.144.43.49\r\na=rtcp:9 IN IP4 0.0.0.0\r\na=candidate:2275956755 1 udp 2122260223 57.144.43.49 3480 typ host generation 0 network-cost 50\r\na=candidate:2684782176 1 udp 2122262783 2a03:2880:f312:131:face:b00c:0:699c 3480 typ host generation 0 network-cost 50\r\na=ice-ufrag:zaTOQdmQQduZeu+t\r\na=ice-pwd:liJcPdzP5dzP3tLGcutqqw==\r\na=fingerprint:sha-256 48:DC:38:03:9D:BA:E6:7C:0F:BA:92:C2:24:9E:B4:3F:D9:B1:9D:C5:76:FB:3B:16:C1:24:74:69:DD:B3:6E:6D\r\na=setup:passive\r\na=mid:0\r\na=sendrecv\r\na=msid:253a303b-ead8-4279-a66a-92770df99897 WhatsAppTrack1\r\na=rtcp-mux\r\na=rtpmap:111 opus/48000/2\r\na=rtcp-fb:111 transport-cc\r\na=fmtp:111 maxaveragebitrate=20000;maxplaybackrate=16000;minptime=20;sprop-maxcapturerate=16000;useinbandfec=1\r\na=rtpmap:126 telephone-event/8000\r\na=maxptime:20\r\na=ptime:20\r\na=ssrc:990711625 cname:WhatsAppAudioStream1\r\n",
                  "sdp_type": "answer"
                },
                "timestamp": "1791966667",
                "to": "<USER_WA_ID>",
                "to_user_id": "<USER_BSUID>"
              }
            ],
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.5 Call status `ACCEPTED`

When: the call is connected, a few seconds after connect. Its timestamp equals the start_time in terminate.

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            },
            "statuses": [
              {
                "id": "wacid.IRggMjgyNjVFQTZENzZDNEI1MjMyQUU3RkFBNkZGOTJFMjkcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "recipient_id": "<USER_WA_ID>",
                "recipient_user_id": "<USER_BSUID>",
                "status": "ACCEPTED",
                "timestamp": "1791966671",
                "type": "call"
              }
            ]
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.6 `terminate` (BIC)

When: the call ends. In BIC, from is the business and to is the user.

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "direction": "BUSINESS_INITIATED",
                "duration": 35,
                "end_time": "1791966706",
                "event": "terminate",
                "from": "919355040978",
                "id": "wacid.IRggMjgyNjVFQTZENzZDNEI1MjMyQUU3RkFBNkZGOTJFMjkcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "start_time": "1791966671",
                "status": "COMPLETED",
                "timestamp": "1791966706",
                "to": "<USER_WA_ID>",
                "to_user_id": "<USER_BSUID>"
              }
            ],
            "contacts": [
              {
                "user_id": "<USER_BSUID>",
                "wa_id": "<USER_WA_ID>"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.7 `call_recording_available` (BIC)

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "call_recording": {
                  "audio": {
                    "id": "1248822537445861",
                    "mime_type": "audio/ogg; codecs=opus",
                    "sha256": "5ca2f4a80fd5c215e8c91a371adfdc0d15cfdc41e753b7840d25605b2c7c4393",
                    "url": "https://<gupshup-media-host>/wa/<APP_ID>/wa/media/1248822537445861?download=false"
                  },
                  "type": "audio"
                },
                "event": "call_recording_available",
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wacid.IRggMjgyNjVFQTZENzZDNEI1MjMyQUU3RkFBNkZGOTJFMjkcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "timestamp": "1791966729",
                "to": "919355040978"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

3.8 `call_transcript_available` (BIC)

{
  "entry": [
    {
      "changes": [
        {
          "field": "calls",
          "value": {
            "calls": [
              {
                "call_transcript": {
                  "document": {
                    "id": "3278052889249622",
                    "mime_type": "application/json",
                    "sha256": "db3838f5f008e2557ed29be4276e3181ec9a828b779c49542c1d9b9e4e140b37",
                    "url": "https://<gupshup-media-host>/wa/<APP_ID>/wa/media/3278052889249622?download=false"
                  }
                },
                "event": "call_transcript_available",
                "from": "<USER_WA_ID>",
                "from_user_id": "<USER_BSUID>",
                "id": "wacid.IRggMjgyNjVFQTZENzZDNEI1MjMyQUU3RkFBNkZGOTJFMjkcGAw5MTkzNTUwNDA5NzgVAgAVIAA=",
                "timestamp": "1791966749",
                "to": "919355040978"
              }
            ],
            "messaging_product": "whatsapp",
            "metadata": {
              "display_phone_number": "919355040978",
              "phone_number_id": "269033402967482"
            }
          }
        }
      ],
      "id": "293928007134319"
    }
  ],
  "gs_app_id": "<APP_ID>",
  "object": "whatsapp_business_account"
}

4. Recording and transcript fields (UIC and BIC)

They arrive only if recording / transcription were ENABLED in the accept (UIC) or connect (BIC) request, and the call was connected past the consent announcement. Both come 20–60 s after terminate, in either order, with the call's id.

In these two events, from is the user and to the business for both UIC and BIC. In a BIC terminate they're the other way round. They carry no direction.

Field (`calls[0]`)	Description
`event`	`call_recording_available` or `call_transcript_available`. Meta's docs say `call_transcription_available`; the platform sends `call_transcript_available`
`call_recording.type`	`audio`
`call_recording.audio` / `call_transcript.document`	The media object
`.id`	Media ID. Download with `GET /partner/app/{appId}/media/{id}` (app token)
`.url`	Gupshup file-manager URL (not Meta's `lookaside.fbsbx.com`). Downloads without auth. Kept 7 days
`.sha256`	Hex SHA-256 of the file. Compare after downloading
`.mime_type`	`audio/ogg; codecs=opus` (stereo, 48 kHz) or `application/json`

Known issue : every transcript tested so far downloads empty: the URL returns 204 and the PP media API returns 200 with 0 bytes. Recordings download correctly.

6. Quick reference

Event	`field`	Where	UIC	BIC	Key data
Permission request statuses	messages	`statuses[]`	—	✅	`status`: enqueued / sent / delivered / read
`call_permission_reply`	messages	`messages[].interactive`	—	✅	`response`, `is_permanent`
`RINGING`	calls	`statuses[]` (`type: call`)	—	✅	call ID
`connect`	calls	`calls[]`	✅ offer	✅ answer	`session.sdp`, `direction`
`ACCEPTED`	calls	`statuses[]` (`type: call`)	—	✅	call ID
`terminate`	calls	`calls[]`	✅	✅	`status`, `duration` (missing if never answered)
`call_recording_available`	calls	`calls[]`	✅	✅	`audio.id`, `url`, `sha256`
`call_transcript_available`	calls	`calls[]`	✅	✅	`document.id`, `url`, `sha256`

1. Common envelope

2. User-initiated call (UIC)

Sequence

2.1 connect (UIC)

2.2 terminate (UIC)

2.3 call_transcript_available (UIC)

2.4 call_recording_available (UIC)

3. Business-initiated call (BIC)

Sequence

3.1 Call-permission request statuses (field: messages)

enqueued

sent

delivered

read

3.2 Call-permission reply (field: messages)

3.3 Call status RINGING

3.4 connect (BIC)

3.5 Call status ACCEPTED

3.6 terminate (BIC)

3.7 call_recording_available (BIC)

3.8 call_transcript_available (BIC)

4. Recording and transcript fields (UIC and BIC)

6. Quick reference

2.1 `connect` (UIC)

2.2 `terminate` (UIC)

2.3 `call_transcript_available` (UIC)

2.4 `call_recording_available` (UIC)

3.1 Call-permission request statuses (`field: messages`)

`enqueued`

`sent`

`delivered`

`read`

3.2 Call-permission reply (`field: messages`)

3.3 Call status `RINGING`

3.4 `connect` (BIC)

3.5 Call status `ACCEPTED`

3.6 `terminate` (BIC)

3.7 `call_recording_available` (BIC)

3.8 `call_transcript_available` (BIC)