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Сonnecting WhatsApp Business API with 360Dialog

Pau Sanchez Updated by Pau Sanchez

This guide will take you through the process of applying for a WhatsApp account with our partner and official provider - 360Dialog.

✔️ Preparation Checklist

To ensure a smooth connection process, please make sure that you meet the following requirements before starting:

  1. Landbot subscription plan.

To set up this process, you must have a subscription plan for Landbot that includes WhatsApp integration. If you have any questions or doubts about the plan, please do not hesitate to contact our Sales team for assistance.

  1. Make sure that your company is in compliance with WhatApp’s (Facebook’s) Commerce policy.

It is required to comply with this policy to be able to use WhatsApp Business API integration.

  1. You will need a WhatsApp phone number to proceed.

(You can use a phone number that is already registered in the Android, iPhone, or Business versions of WhatsApp. However, in order to register this phone number with WhatsApp Business API, you must either delete the WhatsApp account associated with this phone number, or use a different phone number that is not associated with the WhatsApp application.

  1. Log into your Facebook account. If you plan to use an existing Facebook Business account, you must have admin access to Meta Business Suite, which will manage the WhatsApp account
  2. Your Legal Company Name

It is important to ensure that you give accurate information.

  1. The WhatsApp phone number should be able to receive SMS or a phone call during the connection process for verification purposes.

If you follow these requirements, you will be well on your way to a successful connection process🚀

If you have any questions or need assistance with any of the requirements, please check this official 360Dialog video tutorial, and do not hesitate to reach out to us for support!

🔌 Adding a number for the first time (Creating a 360Dialog account)

Please do not start the connection process unless you have all the elements required in the list above

Step 0: Start Process

In your Landbot dashboard go to Channels (the antenna looking logo on the left of your screen) > WhatsApp Business (NEW) or click here

Select "Create WhatsApp Business account"

Press, "Ok, thanks" to continue.

This will take you to a 360Dialog form.

Step 1: Fill form

You'll have to fill out a form with your Company details, Facebook details and create a password. By doing this, you'll be creating an account on 360Dialog's platform.

The form will ask you for the following details:

  1. Your email
  2. Your full name
  3. The company name
  4. It will ask you to create a password
  5. Agree with the 360Dialog and WhatsApp terms and conditions.

After all fields are filled in and the terms of use are accepted, click on the button at the bottom of the form to be redirected to the WhatsApp Business API registration process.

Step 2: Start the Embedded Signup
To move forward with this process, you will need to log into your Facebook account. You MUST have admin access to the Facebook Business Manager that will manage the WhatsApp account.

Step 3: Selecting an existing or creating a new Facebook and WhatsApp Business Account

In this section you can either:

a) Create a new Facebook Business Account, or;

b) Select one you have already created.

a) Creating a new Facebook Business Account:

If you are creating a new FB Business Account, you'll need:

  1. Legal Business Name
  2. Business Phone number (this is the official phone number of the company. Not necessarily the number you will use for WhatsApp)
  3. Business website (the website shared here will be used by Facebook to decide if the display name you choose portrays the branding of the company)
  4. Business email address

b) Selecting an existing Facebook Business Account

If you already have a Facebook Business account, select it and click on Continue

Step 4: Creating a WhatsApp Business Account
  1. Select "Create new WhatsApp Business Account" and give it a name.
  2. Choose the display name for your Business
Make sure you review the WhatsApp Display name guidelines before choosing your display name.

The most important thing to keep in mind is that the display name must portray the branding of the business that is shown on the official website.

For example, if the company branding is Landbot, you cannot use the display name Landbotto.

Give more context about your business - Information for your audience

Category: Select the category that applies most to your company industry

Business Description: Write a description of your Business. This field can be left blank since it is optional.

Step 5: Register number

Here you'll add the number you want to add to the WhatsApp Business API. Please keep in mind that you must own this number as you'll have to receive an SMS or call to activate it.

You can use a phone number that is already registered in the Android, iPhone or Business versions of WhatsApp. However, in order to register this phone number with WhatsApp Business API, you need to delete the WhatsApp account connected with this phone number, or use a different phone number that is not connected with the WhatsApp application.

If you are going to delete your account, we recommend to make a backup copy of the dialogs from your WhatsApp phone app. The backup is for your reference since it is impossible to upload it to the WhatsApp Business API.

Once you add the phone number and only after you have deleted the WhatsApp account from your WhatsApp phone app, can you start the registration process of your number.

You'll have to choose how you want to receive the activation code. You have two options Text Message (SMS) or Voice call.

Step 6: Verifying your WhatsApp Business Number

You will receive a 6-digit code which you'll need to introduce into the 6 boxes available in the widget.

Once you've introduced the code you'll have access to the WhatsApp Business API.

If your WhatsApp Business Manager is verified, you'll have full access to the integration.

If your Facebook Business Manager is not verified you'll be put on a Limited Access Tier:

  • Allows your business to send push messages to 250 unique customers in a rolling 24-hour period (only for numbers integrated after October 1st, 2022)
  • Unlimited user initiated conversations.
We recommend to always verify your Facebook Business Manager. If you have not done so, please follow this guide.

Step 7: Generate 360Dialog API Key

After completing the built-in registration, the WhatsApp Business API Client will immediately open, and you will automatically find yourself in the 360 Client Hub.

To complete the integration with Landbot, you should:

1. Generate the API key

2. Copy the API key

3. Move on to the next Step of this article (Step 8)

Step 8: Introduce API Key and create Channel

Return to your Landbot dashboard and go to Channels (the antenna looking logo on the left of your screen) > WhatsApp Business (NEW) or click here

Select the "I already have a 360Dialog account" option

Paste the API Key from 360Dialog, give your channel a name and press confirm.

The channel will be created and ready to start working.

Update profile information

You need to add information about yourself in the "Business Details" section of the Business Manager settings. It is required to specify the legal name, address, website and phone number of the company that you are going to use for messaging. If this information is not added within 30 days, the number may automatically be disconnected from the API.

  • To find out how to link a bot to your new number, click here.
  • To find out how to get subscribers on your WhatsApp, click here
  • To find out all you need to know about message templates (proactive messages), click here
  • To change your WhatsApp account details (image, description etc). From your 360Dialog Hub
  1. Click Show details of the integration
  2. Click on profile
  3. Edit the details

Green Tick

If you'd like to apply for an Official Business Account (OBA) / the green tick, please fill out this form.

Please note that your Business must be considered a notable business in order to receive the Green Tick. A notable business is a well-known business that has a substantial presence in news articles from publications with sizable audiences.

Adding Additional Numbers

If you have already integrated a number with Landbot and would like to add additional number, please follow these steps:

  1. Login to your 360Dialog Account from the 360Hub
  2. Navigate to your WhatsApp Accounts
  3. Click on Add new phone number

  1. This will open a pop up where you'll have to introduce the following info:
    1. Phone number you'd like to integrate
    2. Default language
    3. How you'd like to receive the verification code (SMS or Voice call)
    If you have more than one WhatsApp Business Account (WABA) connected to your 360Dialog account, you'll be able to choose what WABA you'd like to like the number to.

Once you have completed these steps, to activate your account, you'll need to generate an API Key and introduce it in Landbot by following step 7 and 8 from the previous section.

360Dialog has a default limit of 2 phone numbers per account. In case you need to add more than 2 numbers, please contact us at help@landbot.io, and we'll assist you with the process.

Definitions

Message Templates - (Highly Structured Messages) are proactive messages that companies can send via WhatsApp to their subscribers after 24 hours from the subscriber's last contact. Read more about the different types of messages in our blog!

Opt-In - A user must first consent to receive messages in WhatsApp by opting into them via a third-party channel. This can be any channel your business uses to communicate with people today — your website, app, email, SMS, retail location or you can even create an Opt-in bot. Find out how to do it here.

Feel free to check the Facebook official documentation as well.

Conversations - A WhatsApp conversation consists of messages exchanged between you and your customers. They fall into two categories that are priced differently:

  • User-initiated: A conversation that initiates in response to a user message. Whenever a business replies to a user within the 24 hour customer service window, that message will be associated with a user-initiated conversation. Businesses can send free-form messages within this 24 hour customer service window.
  • Business-initiated: A conversation that initiates from a business sending a user a message outside the 24 hour customer service window. Messages that initiate a business-initiated conversation will require a message template.

For more information about conversations, please click here.

Team Member/Agent - a user that has access to the Landbot platform through their personal email

FAQs

I want to switch from my current 360Dialog partner to Landbot (accounts created under a different provider's partnership)

In case you have a previous 360Dialog account that has been set up through another provider previously, you will need to request 360Dialog the porting between partners by logging in your 360Dialog account and clicking on Profile > Organization Settings > Request partner change. You will need to enter the new Partner ID: drCSjPPA.

I want to port my number from a different BSP to Landbot.

If you'd like to migrate / port your number from a different BSP to Landbot, please follow this article.

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