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 Message Templates

Before sending a Template Message to a contact at respond.io platform, please ensure you did the following: - Submitted the message template for approval - Added the approved message template to space Refer to this official guide by 360dialog on how to do so!

Submitting Message Template for Approval via 360Dialog Hub

Step 1: Login at 360Dialog Hub Navigate to 360Dialog Hub and login with your email and password.

Step 2: Access the Message Templates Find the WhatsApp Number you would like to add a Message Template to, and click on the Manage Templates button.

Step 3: Create a Message Template Click on the blue Add Templates button

Step 4: Fill in the required information

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 5a: Creating Standard Templates Standard Message Templates only have a BODY section. In order to add a variable, insert {{#}} at the given position, where # represents the variable index, which needs to start at {{1}}

Step 5b: Creating Media Templates Media Templates have a different set of building blocks as follows :-

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 4: Submit for approval Review the information and submit it when you are ready

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
Request
Response
Request
Headers
D360-API-KEY
optional
string
The API key provided by 360Dialog
Response
200: OK
object {WABA Template}
name string optional
namespace string optional
category string optional
components array[object] optional
type string Allowed Values: BODY, HEADER, FOOTER, BUTTONS
format string Allowed Values: TEXT, IMAGE, DOCUMENT, VIDEO
text string optional
example string optional
buttons object optional
type string Allowed Values: PHONE_NUMBER, URL, QUICK_REPLY
text string required
url string optional
phone_number string optional
example string optional
language string optional
rejected_reason string optional
status string optional

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
Request
Response
Request
Path Parameters
limit
optional
integer
default: 1000
offset
optional
integer
default: 0
sort
optional
string
id, name, status
Headers
D360-API-KEY
required
string
The API Key provided by 360Dialog
Response
200: OK
object
count integer optional
filters object optional
limit integer optional
offset integer optional
sort array[string] optional
total integer optional
waba_templates array[object] {WABA Template} optional
name string optional
namespace string optional
category string optional
components array[object] optional
type string ALLOWED VALUES: BODY, VALUE, FOOTER, BUTTONS required
format string ALLOWED VALUES: TEXT, IMAGE, DOCUMENT, VIDEO optional
text string optional
example string optional
buttons object optional
type string ALLOWED VALUES: PHONE_NUMBER, URL, QUICK_REPLY required
text string required
url string optional
phone_number string optional
example string optional
language string optional
rejected_reason string optional
status string optional

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 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 Templates

Configuring templates for Whatsapp

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.

Troubleshooting

Having trouble with the channel? Contact us here!