360Dialog WhatsApp

Connecting a 360Dialog WhatsApp API account to chat with customers over Whatsapp.

360Dialog WhatsApp API is run as a Managed Service. You can request an account here or Contact Us for questions.

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.

This channel has a limited 24-hour messaging window due to WhatsApp regulations. Find out more here!

Click here to learn more on the WhatsApp Business API Account Activation Process by 360dialog!

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 Sign in with your user credentials and get your API key. You may refer to this guide 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

Once you completed the setup, any messages sent to your 360Dialog WhatsApp Number will now be received in your Space.

Channel Configuration

360Dialog WhatsApp channel can be configured with a unique: - Channel Name - Greeting Message

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.

Important: As for the other details, take extra note while updating as it might fail to receive messages from your 360Dialog WhatsApp account.

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

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.

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

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

Syncing Message Templates

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

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.

You may use the search and filter at the top right corner of listing to find your templates easier!

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

All Message Templates will require a Body and the other building blocks are optional!

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.

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.

You may use Dynamic Variables to fill in the message template parameters.

Important Links

• Message guidelines by WhatsApp

Submitting Message Template for Approval via API

If you do not have an approved message template or would like to submit a new message template, please refer to the following guide.

Step 1: Download Postman Download the API client using this link 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

200

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"
}

Detailed instruction for submitting Template Messages for approval are available in the 360Dialog Documentation.

Checking for Submission Status

Step 1: Download Postman Download the API clients using this link 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 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

200

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.

{
    "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 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.

Important Links Message guidelines by WhatsApp

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. 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 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 that IS-Messenger uses. This difference causes Contacts from certain countries to be duplicated. Should this occur, do reach out to us here.

Having trouble with the channel? Contact us here!