"How to Connect 360Dialog WhatsApp to On-Chat"

Introduction

360Dialog is an official WhatsApp Business Solution Provider (BSP) that helps businesses activate and manage enterprise WhatsApp accounts. By pairing 360Dialog with On-Chat, you get a fully managed WhatsApp Business API channel with no need to self-host a gateway or manage API rate limits directly.

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Prerequisites

• A registered account at 360Dialog
• An approved WhatsApp Business Account (WABA) set up through 360Dialog
• A verified phone number assigned to your 360Dialog account
• Admin access to your On-Chat workspace

Step 1: Create your 360Dialog account and WABA

Sign up at 360dialog.com and follow their guided onboarding to create a WhatsApp Business Account. This involves verifying your Facebook Business Manager and submitting your phone number for WhatsApp approval. 360Dialog handles the approval process directly with Meta.

Step 2: Retrieve your 360Dialog API key

Once your account is active, log in to the 360Dialog Hub. Navigate to WhatsApp Accounts and copy your 360Dialog API Key (also called the channel API key) for your approved phone number.

Step 3: Open On-Chat channel settings

In your On-Chat workspace go to Settings → Channels → Add Channel. Under Social Network Channels, select 360Dialog WhatsApp.

Step 4: Enter your API key and phone number

Paste your 360Dialog API key into On-Chat's channel setup form. Also enter the WhatsApp phone number associated with that API key. Click Save.

Step 5: Configure the webhook back in 360Dialog

On-Chat will display a Webhook URL. Copy it and paste it into your 360Dialog Hub under WhatsApp Accounts → Webhooks. Set the event type to messages to forward all inbound messages to On-Chat.

Step 6: Assign the channel to an inbox

In On-Chat, navigate to Settings → Inboxes and assign your new 360Dialog WhatsApp channel to an inbox. Configure agents, auto-responses, and working hours.

Step 7: Send a test message

Message your WhatsApp Business number from a personal phone to verify the end-to-end flow. The message should appear in your On-Chat inbox within seconds.

Best Practices

• 360Dialog charges per conversation — set up routing rules to avoid unnecessary conversations being opened
• Use On-Chat's canned responses for fast replies to common questions
• Regularly review your WABA quality rating in 360Dialog Hub to maintain high deliverability
• Enable message templates in 360Dialog for proactive outbound messaging beyond the 24-hour service window