# 360Dialog WhatsApp
{% hint style="info" %}
360Dialog WhatsApp API is run as a Managed Service. You can [request an account](https://hi.switchy.io/1RAo) here or [Contact Us](mailto:business@is-global.com) for questions.
{% endhint %}
360Dialog is an API provider that works directly with WhatsApp. It provides businesses with purchase phone numbers and WhatsApp Official API accounts.
This 360Dialog WhatsApp API integration lets you respond to WhatsApp messages directly from ISMessenger platform.
{% hint style="warning" %}
This channel has a limited 24-hour messaging window due to WhatsApp regulations. \
Find out more [here](https://docs.is-messenger.com/ismessenger/messaging-channels/whatsapp/..#messaging-window)!
{% endhint %}
{% hint style="info" %}
Click [here](https://docs.360dialog.com/360-client-hub/submission-process) to learn more on the WhatsApp Business API Account Activation Process by 360dialog!
{% endhint %}
## Connecting 360Dialog WhatsApp API
**Step 1: Navigate to Channel Settings**\
From **Settings** Module, navigate to the menu item, **Channels**
**Step 2: Add Channel**\
Press **Add Channel** and choose **WhatsApp.** Select **360Dialog** on the second step
**Step 3: Sign in to** [**360Dialog Hub**](https://hub.360dialog.com/auth/login)\
Sign in with your user credentials and get your API key. You may refer to this [guide](https://docs.360dialog.com/360-client-hub/the-360-client-hub/api-key) on how to do so.
**Step 4: Fill in the required information**\
Add the WhatsApp Enabled Number and the API key from 360Dialog Hub
**Step 5: Complete the setup at ISMessenger**\
Press **DONE** to complete the setup
{% hint style="success" %}
Once you completed the setup, any messages sent to your 360Dialog WhatsApp Number will now be received in your Space.
{% endhint %}
## Channel Configuration
{% hint style="info" %}
360Dialog WhatsApp channel can be configured with a unique:\
\- Channel Name\
\- Greeting Message
{% endhint %}
**Step 1: Navigate to Channel Settings**\
From **Settings** Module, navigate to the menu item, **Channels**
**Step 2: Locate the 360Dialog WhatsApp channel**\
Once you have located the 360Dialog WhatsApp channel, press **Configure**
**Step 3: Make the necessary configuration**\
You can configure the following:
* Channel Name - Name used internally to identify the account.
{% hint style="warning" %}
**Important**: As for the other details, take extra note while updating as it might fail to receive messages from your 360Dialog WhatsApp account.
{% endhint %}
**Step 4: Update the configuration**\
Press **Done** to update the channel configuration
### Metadata Received by Channel
Different channels provide different set of Contact’s metadata to IS-Messenger platform. Here’s the list of Contact’s data you’ll be able to obtain from this channel:
* Phone number
* Profile name
* Whatsapp ID
## Managing WhatsApp Business API Profile
{% hint style="info" %}
If there is a need to make a change or check your WhatsApp Business API Profile, it can be done in the IS-Messenger platform.
{% endhint %}
**Step 1: Navigate to Channel Settings**\
From **Settings** Module, navigate to the menu item, **Channels**
**Step 2: Locate the 360Dialog WhatsApp channel**\
Once you have located the 360Dialog WhatsApp channel, press **Profile**
**Step 3: Sync Profile**\
If the profile hasn't been synced, press Sync Profile to obtain the latest WhatsApp Business Profile information from WhatsApp
**Step 4: Make necessary changes**\
You may edit the information as needed.
| Fields | Description |
| ----------------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Profile Photo** |
Image shown as the profile picture of the WhatsApp Business Account
An image size of 640x640 is recommended.
|
| **About** |
Text to display in your profile's About section The max length for the string is 139 characters.
|
| **Address** | Address of the business. Maximum of **256 characters**. |
| **Description** | Description of the business. Maximum of **256 characters**. |
| **Email** | Email address (in valid email format) to contact the business. Maximum of **128 characters**. |
| **Vertical** |
Industry of the business. Must be one of these accepted values:
Automotive
Beauty, Spa and Salon
Clothing and Apparel
Education
Entertainment
Event Planning and Service
Finance and Banking
Food and Grocery
Public Service
Hotel and Lodging
Medical and Health
Non-profit
Professional Services
Shopping and Retail
Travel and Transportation
Restaurant
Other
The business vertical cannot be set back to an empty value after it is created.
|
| **Website** | URLs (including `http://` or `https://`) associated with the business (e.g., website, Facebook Page, Instagram). Maximum of **2** websites with a maximum of **256 characters** each. |
**Step 5: Save changes**\
Review the information and press **SAVE** when it is ready.
## Managing WhatsApp Message Templates
{% hint style="info" %}
Before sending a Template Message to a contact at IS-Messenger platform, please ensure you did the following :\
\- Have an approved message templates in 360dialog\
\- Synced the message templates to IS-Messenger platform
{% endhint %}
### Syncing Message Templates
{% hint style="warning" %}
Before sending a Template Message to a Contact at IS-Messenger platform, ensure you did the following:
* Have an approved message template in 360dialog
* Added the approved message template to the Space by syncing the message template
{% endhint %}
**Step 1: Navigate to Channel Settings**\
From **Settings** Module, navigate to the menu item, **Channels**
**Step 2: Locate the 360Dialog WhatsApp channel**\
Once you have located the 360Dialog WhatsApp channel, press **Templates**
**Step 3: Sync Templates**\
Press **Sync Templates** to begin the syncing process.
**Step 4: Syncing Completed**\
When the synchronisation has completed, the message templates will be listed with their corresponding status and last synced date time will be updated. Rejection reason will be displayed underneath the rejected message template.
| Status | Description |
| ------------- | ------------------------------------------------------------- |
| **Submitted** | The message template is submitted and pending for approval. |
| **Approved** | The message template is approved and can be sent to contacts. |
| **Rejected** | The message template is rejected and cannot be used. |
{% hint style="info" %}
You may use the search and filter at the top right corner of listing to find your templates easier!
{% endhint %}
### Submitting Message Template for Approval via 360Dialog Hub
**Step 1: Navigate to Channel Settings**\
From **Settings** Module, navigate to the menu item, **Channels**
**Step 2: Locate the 360Dialog WhatsApp channel**\
Once you have located the 360Dialog WhatsApp channel, press **Templates**
**Step 3: Submit Template**\
Press **Submit Template** to submit a Message Template for approval
**Step 3: Create a Message Template**\
Click on the blue **Add Templates** button
**Step 4: Fill in the required information**\
Fill in the information needed to create a new template
| Field | Description |
| -------- | ------------------------------------------------------------------------------ |
| Name | Name can only contain lowercase alphanumeric characters and underscores ( \_ ) |
| Category | The category of which the message template belongs to |
| Language | The language that the template is written in |
| Type | Standard (text only) or Media Template |
**Step 5: Start building the message**\
Build the message by filling in the necessary components and check out the message on the preview section
| **Building Block** | **Description** |
| ------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **Header** |
The Header is optional and serves as the title or header of your template. It supports the following:
Text
Image
Document
Video
|
| **Body** | The Body should contain the most important text of your template. Only text is supported. |
| **Footer** |
The Footer only supports text and can be used to provide less relevant information in your template message
|
| **Button** |
The button adds interactivity to your templates. There are two main types.
Quick Reply Button
Used for getting quick answers from your client
Max 3 Quick Reply Buttons per Template
Call to Action Button
Used to send your client to a Website or call a Phone Number
Max one URL and Phone Number per Template
|
{% hint style="warning" %}
All Message Templates will require a Body and the other building blocks are optional!
{% endhint %}
**Step 6: Submit for approval**\
Review the information and submit it when you are ready
**Step 7: Provide sample value**
This is only applicable if you have included any parameters in your message template content.
{% hint style="info" %}
Providing sample values to the parameter in the message template will assist the reviewer to understand the message you are trying to send to your contacts.
{% endhint %}
{% hint style="info" %}
You may use [Dynamic Variables](https://docs.is-messenger.com/ismessenger/contact-and-messages/untitled) to fill in the message template parameters.
{% endhint %}
**Important Links**
* [Message guidelines by WhatsApp](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines)
### Submitting Message Template for Approval via API
{% hint style="info" %}
If you do not have an approved message template or would like to submit a new message template, please refer to the following guide.
{% endhint %}
**Step 1: Download Postman**\
Download the API client using this [link](https://www.postman.com/downloads/) and complete setup. You may skip this step if you have downloaded Postman.
**Step 2: Add a request**\
Press on + button as highlighted in the screenshot below and an empty request form will appear
**Step 3: Configure the request**\
Change the request type to **POST** and add the following request URL
`POST` `https://waba.messagepipe.io/v1/configs/templates`
#### Headers
| Name | Type | Description |
| ------------ | ------ | --------------------------------- |
| D360-API-KEY | string | The API key provided by 360Dialog |
{% tabs %}
{% tab title="200 " %}
```
```
{% endtab %}
{% endtabs %}
**Step 4: Add Headers to the request**\
Select the Headers tab and add the parameters described above
**Step 5: Add the following payload**\
Select the **Body** tab and choose **raw** format. Select **JSON** as the data type. Paste the following text to the text field.
```
{
"name": "template_name",
"category": "ACCOUNT_UPDATE",
"language": "en",
"components": [
{
"type": "BODY",
"text": "template_text"
}
]
}
```
**Please make sure you have filled up the following parameters with the relevant information**
| Parameters | Description |
| ---------- | ----------------------------------------------------------- |
| name | The name used to identify your template message |
| category | The category of which this template message is categorized |
| language | The language of which this template message is described in |
| text | The text content of the template message |
**Step 6: Send the Request**\
Submit the request and you should receive the following response if it is successfully submitted
```
{
"category": "ACCOUNT_UPDATE",
"components": [
{
"text": "template_text",
"type": "BODY"
}
],
"language": "en",
"name": "template_name",
"namespace": "xxxxxxxx_xxxx_xxxx_xxxx_xxxxxxxxxxxx",
"rejected_reason": null,
"status": "submitted"
}
```
{% hint style="info" %}
Detailed instruction for submitting Template Messages for approval are available in the [360Dialog Documentation](https://docs.360dialog.com/api/whatsapp-api/message-templates-api#create-a-template).
{% endhint %}
### Checking for Submission Status
**Step 1: Download Postman**\
Download the API clients using this [link](https://www.postman.com/downloads/) and complete setup. You may skip this step if you have downloaded Postman.
**Step 2: Add a request**\
Press on :heavy\_plus\_sign: button as highlighted in the screenshot below and an empty request form will appear
**Step 3: Configure the request**\
Change the request type to **GET** and add the following request URL
`GET` `https://waba.messagepipe.io/v1/configs/templates`
#### Path Parameters
| Name | Type | Description |
| ------ | ------- | ---------------- |
| limit | integer | default: 1000 |
| offset | integer | default: 0 |
| sort | string | id, name, status |
#### Headers
| Name | Type | Description |
| ------------ | ------ | --------------------------------- |
| D360-API-KEY | string | The API Key provided by 360Dialog |
{% tabs %}
{% tab title="200 " %}
```
```
{% endtab %}
{% endtabs %}
**Step 4: Add Headers to the request**\
Select the Headers tab and add the parameters described above
**Step 5: Send the Request**\
Submit the request and you should receive the following response if it is successfully submitted.
All your submitted templates will be listed in the response along with the submission status. If you need to resubmit, please repeat this [step](#submitting-message-template-for-approval-via-360dialog-hub).
```
{
"count": 3,
"filters": {
},
"limit": 1000,
"offset": 0,
"sort": [
"id"
],
"total": 3,
"waba_templates": [
{
"category": "ACCOUNT_UPDATE",
"components": [
{
"text": "Thank you for your request. \nAs Facebook closes the conversation after 24hours we cannot reach out to you anymore besides this template. \nIf you like to get in contact with us again and revoke the conversation please just click on one of the buttons and we get back to you.",
"type": "BODY"
}
],
"language": "en",
"name": "test_1",
"namespace": "xxxxxxxx_xxxx_xxxx_xxxx_xxxxxxxxxxxx",
"rejected_reason": "NONE",
"status": "APPROVED"
},
{
"category": "TICKET_UPDATE",
"components": [
{
"text": "Thank you for reaching out to us. We are looking into your request and get back to you.",
"type": "BODY"
}
],
"language": "en",
"name": "test_2",
"namespace": "xxxxxxxx_xxxx_xxxx_xxxx_xxxxxxxxxxxx",
"rejected_reason": "NONE",
"status": "APPROVED"
},
{
"category": "TICKET_UPDATE",
"components": [
{
"text": "Hello {{1}}! This is a test message, setup with API version {{2}}",
"type": "BODY"
}
],
"language": "en",
"name": "test_3",
"namespace": "xxxxxxxx_xxxx_xxxx_xxxx_xxxxxxxxxxxx",
"rejected_reason": "NONE",
"status": "APPROVED"
}
]
}
```
### Adding the Approved WhatsApp Message Template to the Space
Once your Message Template has been approved on 360Dialog, you may proceed to add the message template on the ISMessenger platform.
**Step 1: Navigate to Channel Settings**\
From **Settings** Module, navigate to the menu item, **Channels**
**Step 2: Locate the 360Dialog WhatsApp channel**\
Once you have located the 360Dialog WhatsApp channel, press **Templates**
**Step 3: Fill in the required information**
| **Fields** | **Type** | **Description** |
| ---------------- | ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Template Name | Text | A name used to identify the template |
| Template Content | Text | The message template approved by WhatsApp and to be sent to the contact |
| Template ID | Text | The unique identifier provided by the WhatsApp Partner API |
| Category | Single select | In which category does this template belong to. Refer [here ](https://docs.360dialog.com/whatsapp-api/whatsapp-api/template-messaging#category-list)for list of categories. |
| Language | Single select | In which language this template is written in |
**Step 4: Save changes**\
Review the information and press **SAVE** when it is ready.
{% hint style="warning" %}
**Important Links**\
[Message guidelines by WhatsApp](https://developers.facebook.com/docs/whatsapp/message-templates/guidelines)
{% endhint %}
## Troubleshooting
### FAQ and Troubleshooting
**Why do I get the "Template \[name] does not exist..." error message even though the template has already been submitted and approved?**
This error often occurs if your templates are not properly synced. First, clear your cache, then follow the [steps to sync templates](https://docs.is-messenger.com/ismessenger/messaging-channels/whatsapp/360dialog-whatsapp). This should solve the issue.
**Why is my template still shown as "rejected" in IS-Messenger when it has been approved by Meta?**
If you've resubmitted a rejected template and it has been approved by Meta, you'll need to [sync your message templates](https://docs.is-messenger.com/ismessenger/messaging-channels/whatsapp/360dialog-whatsapp) on IS-Messenger. Then the latest template status will be shown.
**Where can I view my API keys?**
To view your API keys on IS-Messenger, in your Workspace, click **Settings** > **Channels** > **locate your 360dialog channel** > **Configure** > **API key**.
**Can I generate a new API key on 360dialog Hub if I signed up for WhatsApp API via Integrated Onboarding?**
No, you're not able to generate a new API key or view the API key from 360dialog Hub. However, you can generate a new API key from the IS-Messenger platform. In your workspace, go to **Settings** > **Channels** > **locate your 360dialog channel** > **Troubleshoot** > **Refresh Permission**.
The API key will be automatically regenerated and synced from 360dialog. Please note that you will not be able to see any changes made during this process, but once the action is complete, the WhatsApp channel should be working normally with the new API key.
**Why do I see duplicate Contacts from the same WhatsApp channel?**
WhatsApp passes the Contact’s phone number in [a format that is different from the E.164 format](https://faq.whatsapp.com/640432094208718) that IS-Messenger uses. This difference causes Contacts from certain countries to be duplicated. Should this occur, do [reach out to us here](https://docs.is-messenger.com/ismessenger/modules/contacts).
{% hint style="warning" %}
Having trouble with the channel? Contact us [here](http://is-global.com)!
{% endhint %}
