360dialog (WhatsApp BSP)

360dialog is a verified WhatsApp Business Solution Provider (BSP) CINNOX partnered with for you to make it easy to register and integrate your WhatsApp Business API (WABA) and create WhatsApp Channel and send WhatsApp Campaign.

As WhatsApp is a real-time communication tool, when you send WhatsApp Campaign, your customers usually check the incoming messages right away. As such, it is a valuable time window to interact with your customers to serve your marketing and promotional purpose.

Another benefit of using WhatsApp Campaign is that it supports a wide range of message formats, including documents, videos and images that allow you to tailor-make your message for recipients' different needs.

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This User Manual will show you how to create WhatsApp Channel with 360dialog BSP. For other BSP, please refer to our Connecting WhatsApp.

This user manual covers two parts:

PART I: Create a New 360dialog WABA Account
Not owning your 360dialog WABA but having to need one to connect CINNOX, you can register a new 360dialog WABA Account via CINNOX. Please Browse PART I to know how to do so.

PART II: Connect your 360dialog WABA to CINNOX

In PART II, there are three scenarios that your case may belong to:

  • You already have WABA in 360dialog
  • You have WABA in other BSP
  • Request the partner change to CINNOX

Owning the 360dialog WhatsApp Business Account, you are ready to jump right through Part II.

 

PART I: Create a New 360dialog WABA

  • Log in to your CINNOX Dashboard, and navigate to Channels>Social.
  • Click Connect Social.
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  • Select WhatsApp and click Connect.
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  • Click+ Connect your WhatsApp Business Account.
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  • Select Create New 360dialog WABA.
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  • Choose your number type, the Phone Number or the Virtual Number to create your new 360dialog WABA.
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Option A - Using Own Phone Number

  • Select the Phone Number.
  • Sign up for your 360dialog WABA via your Facebook account or your email, name and password on the 360dialog pop-up window. (Please remember your 360dialog account and password to login to the 360dialog Client Hub.)
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  • Enter your one-time passcode sent to the email address used for your sign up.
  • Click the "I'm not a robot" checkbox and complete the CAPTCHA challenge if required.
  • Click Submit and Sign up.
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  • Click the required three checkboxes. It is optional to click the "You already have a Facebook business account, which is verified" check box.
  • Click Continue with Facebook.
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  • Login to your Facebook account.
  • Enter the 6-digit code for the two-factor authentication if required.
  • Click Continue as {your account name}.
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  • Click Get Started.
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  • Click Continue.
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  • Create a new Meta Business Account or select the existing Meta Business Account if available.
  • Click Continue.
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  • Create a new WhatsApp Business Account or select an existing one.
  • Click Continue.
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  • After your information verification, click Continue to Step 2.
  • Enter your WhatsApp Business Display Name and click Continue.
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  • Click the drop-down menu of the Category to select your business category. You can add the business description if required.
  • Click Continue to Step 3.
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  • Register a new number on WhatsApp.
  • Select a verification method: Text Message or Voice Call.
  • Click Send Code.
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  • Enter 6 digit verification code you received from your selected verification method.
  • Click Verify.
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  • Click OK.
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  • After you click OK on the Facebook pop-window, the 360dialog pop-window shows Accounts successfully created!
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  • Select your WhatsApp Number for connecting to CINNOX.
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  • Click Save selection.
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  • Once the pop-up shows "Partner application authorized!", the WhatsApp Number, API Key, and Channel ID are automatically filled out.
  • Click Next.
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After clicking Next, Configure the CINNOX Channel and Routing Settings and CINNOX Auto-Message Message Settings as the next steps.

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Error handling

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Please contact our Sales Team to acquire virtual numbers.

 

Option B - Using Virtual Number

  • Select the Virtual Number.
  • Select either Set the Routing Settings, or I already set it up.

For "I already set it up"

  • The routing and destination of your virtual number must have been set up. Please ensure you or the staff member responsibe for the WABA registration can receive the verification code by accepting a call through the virtual number.

The procedure for signing your 360dialog WABA is similar to that in Part I, Option A.

For "Set the Routing Settings"

  • You will be redirected to the Numbers page for your routing settings of the virtual number.
    Please refer to the page Alternative, Percentage, Time and Sticky Routing to set the routing and assign the destination with your staff account.

  • After setting the routing and destination of your virtual number, sign up for a 360dialog WABA and ensure you can receive the verification code by accepting a call through the virtual number. Please follow the signup procedure in Part I, Option A.

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  • Please refer to the Virtual Numbers for details of the Virtual Numbers.
  • One business can only have one verified Meta Business Manager Account.​
  • You can create unlimited WABA under a Meta Business Manager.​
  • Every WABA can contain up to 25 phone numbers and can be expanded to 120 on request (An unverified Meta Business Account can only have up to 2 numbers).​

 

PART II: Connect your 360dialog WABA to CINNOX

This part is intended for those who already own a 360dialog WABA and need not create a new 360dialog WABA. You can select one of the following options based on your own situation, namely owning your WABA registered via CINNOX in 360dialog, migrating your WABA from other BSP to CINNOX, or changing your 360dialog partner to CINNOX, in order to connect your WABA to CINNOX.

Option A - I already have WABA in 360dialog
As you already registered a 360dialog WABA via CINNOX, you can directly connect your 360dialog WABA to CINNOX.

Option B - I have WABA in other BSP
You can select this option and fill out the "WhatsApp Business API Account Submission" to port your WABA to 360dialog, and CINNOX will become your 360dialog partner. Once the submission is completed, you can follow PART II, Option A's procedure to connect your WABA to CINNOX.

Option C - Request Partner Change to CINNOX
You can select this option when you have your 360dialog WABA in other partners instead of CINNOX. After you complete the partner change, the partner of your WABA becomes CINNOX, and you can follow the procedure in PART II, Option A, to connect your WABA to CINNOX.

 

Create WhatsApp Source

  • On your CINNOX Dashboard, navigate to Channels>Social
  • Click Connect Social.
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  • Select WhatsApp and click Connect.
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  • Click + Connect your WhatsApp Business Account.
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  • Select I already have WABA.
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  • Select your WABA source to connect CINNOX. It can be I already have WABA in 360dialog, or I have WABA in other BSP.
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Option A - For "I already have WABA in 360dialog"

  • Select I already have WABA in 360dialog.
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  • You will be redirected to the Connect your 360dialog Account to CINNOX page.
  • Log in with your 360dialog account.
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  • Select your WhatsApp Number to be connected to CINNOX.
  • Click Save selection.
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  • Once the pop-up shows "Partner application authorized!", the WhatsApp Number, API Key, and Channel ID are automatically filled out.
  • Click Next.
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After clicking Next, the next step you will do is Configure the CINNOX Channel and Routing Settings and CINNOX Auto-Message Message Settings.

 

Option B - For "I have WABA in other BSP"

  • Select I have WABA in other BSP.
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  • You are redirected to an online form, WhatsApp Business API Account Submission in a new browser tab.
  • Fill out the online form and follow the 360dialog instructions to complete the process.
  • You can click the link: https://docs.360dialog.com/docs/360-client-hub/number-porting#number-porting-process for more details.
  • After completing the submission successfully, go back to CINNOX to continue the WhatsApp source setup.
  • Select the “I already have WABA in 360dialog” to log in to your 360dialog account and select the WhatsApp number to connect to CINNOX.
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Preparation is required for success in the number porting in Option B. Please refer to Prerequisites for Numer Porting for more details.

 

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Option C - For "you already registering WABA with other 360dialog partners"

  • Already registering WABA in other 360dialog partners, you must request changing the partner from other 360dialog partners to CINNOX.

  • To request the partner change, click the 360 Client Hub.

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  • You will be redirected to the Organization settings page in the 360dialog Client Hub.
  • Click Request partner change on the top right corner of the screen.
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  • Contact your Account Manager to get the CINNOX’s partner ID. Enter the CINNOX’s partner ID and click Continue to the next step.
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  • Please click here to learn more about the complete procedure of the Request Partner Change.
  • Confirm the terms and click the Submit partner change request.
  • After the partner change request is successful, go back to CINNOX to set up your WhatsApp source. Click “I already have WABA” to connect your 360dialog WABA to CINNOX.
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Configure the CINNOX Channel and Routing Settings

Channel Name

  • Add a name for your WhatsApp channel. The channel name can be up to 40 characters.

Routing Settings

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Set up the Auto-Reply Message

You can enable and configure the following Auto-Reply Messages:

  • Welcome Messages: They are greetings sent to a customer when they first message you.
  • Away Messages: They are only sent if no staff are available to answer an enquiry.
  • Close Enquiry Messages: They will be sent to the visitors' chatrooms when the staff or the system closes the enquiries.

Display Name Format
You may include staff display names in your messages. Choose from the following options:

  • No name to display
  • Staff first name
  • Staff first name + last name

Welcome Message

  • CINNOX provides a default welcome message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Away Message

  • CINNOX provides a default away message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.

Close Enquiry Message

  • CINNOX provides a default close enquiry message.
  • Toggle the switch on to enable it.
  • After toggling on it, you can change the default message according to your need.
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Restart Conversation Template Message

  • It allows the staff to send a message template in an enquiry room to restart the conversation with the visitor when the 24-hour message window has lapsed.
  • Toggle the switch on to enable it.
  • Click Select Template.
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  • Enter the keyword or select the template types to search for the required templates.
  • Click on Sync to update the list of the templates if required.
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  • Tick the required templates and click Confirm.
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  • Click Save to save the selected templates.
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  • You can only select up to 20 templates to be used by your staff replying to a WhatsApp Enquiry.
  • Staff can select a message template from the template pool and send it to restart the conversation with visitors after the 24-hour window has lapsed. For details on restarting the conversation with visitors, please refer to the 360dialog - Restart the Enquiry Conversation.

 

Enable CINNOX Channel Custom Info

Channel Custom Info allows you to add your channel details that your staff would see in the call screen and chat room whenever they are serving an enquiry. The custom info can be about the standard procedure or operation details of handling the enquiry.

  • Toggle the switch on to enable the Channel Custom Info.
  • A blank space adds the required basic information about the channel.
  • Click the Next button to complete all configurations, and the customised info appears on the Channel Custom Info.
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The custom info is displayed on the staff side in the chat room section for the chat enquiry.

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  • The custom info is displayed on the staff side in the chat room section for the chat enquiry.
  • The Channel Custom Info you can add is 10,000 chars per channel. Please ensure it is at most the limit to work correctly.
  • The Channel Custom Info will still be displayed as a chatbot message in the enquiry room if an enquiry is missed.

 

  • After configuring the CINNOX Channel, the Routing Settings, and the Auto-Message Message Settings, your account is successfully created.
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  • When you click Done, your newly created account is displayed in the table.
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Others

Manage WhatsApp Channels in CINNOX

To edit, suspend, or delete your WhatsApp channels in CINNOX, refer to the Managing Social Pages Guide.

 

Manage Social Channel Source

To view, edit, or delete a channel source, refer to the Social Channel Source Guide.

 

Serve Chat Enquiries

Refer to Serving Chat Enquiries Guide for more information to serve an enquiry via the WhatsApp channel.

 

Known Limitations

:white-check-mark: You can only connect WhatsApp Business API to CINNOX. You cannot connect to other WhatsApp accounts.

:white-check-mark: A WhatsApp Business API account can only connect to one CINNOX service.

:white-check-mark: WhatsApp Business API has a 24-hour window period when you can send messages and respond to enquiries. The following message appears when the window period has lapsed: Sorry, your message can no longer send; the 24-hour message window has lapsed. Close this enquiry, or wait until the visitor sends a message again.

:white-check-mark: Supported Text, Media Content-Types and Size Limit. For details, please refer to Meta Supported Files.

 

Help and Support

Send a test message to your WhatsApp Business API account and check if your CINNOX service receives it as a new enquiry.

If your CINNOX service is still not receiving any messages, contact our CINNOX Support Team at [email protected].