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

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 respond.io 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 respond.io 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

  • Greeting Message - This message is the first message sent to contact when they message you through 360Dialog WhatsApp.

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

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 respond.io 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 respond.io platform, please ensure you did the following : - Have an approved message templates in 360dialog - Synced the message templates to respond.io platform

Syncing Message Templates

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

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 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.

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

  • Video

  • Document

Body

The Body should contain the most important text of your template. Only text is supported.

You may use markdown to format the content of this block

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

    • Each Quick Reply cannot have more than 20 characters

  • 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

    • URL can have a parameter for personalisation

Step 6: Providing 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 review to understand the message you are trying to send to your contacts

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

Important Links Message guidelines by WhatsApp

Troubleshooting

Having trouble with the channel? Contact us here!