> For the complete documentation index, see [llms.txt](https://docs.360dialog.com/360pilot/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.360dialog.com/360pilot/funnels-dashboard/how-to-give-360pilot-access-to-your-whatsapp-messages.md).

# How to Give 360Pilot Access to Your WhatsApp Messages

Give 360Pilot permission to read WhatsApp conversations in Meta Business Suite.

### Overview

If your WhatsApp number is served by another provider (BSP), you need to give 360Dialog conversation visibility in Meta Business Suite so 360Pilot can measure it. Only your business can turn this on. 360Dialog can't do it for you, and Meta offers no other way to enable it.

Without visibility, the Funnels dashboard only shows conversations that 360Dialog handles. Journeys handled by your provider are missing, whether they start from a Click-to-WhatsApp ad, a paid message or an organic entry point. If 360Dialog is your number's provider, you can skip this guide.

With Meta's new WhatsApp account model, one number can work with several partners at once. Each partner can get one of these roles:

| Role                    | What it means                                                                    | Does 360Pilot need it?                     |
| ----------------------- | -------------------------------------------------------------------------------- | ------------------------------------------ |
| Conversation routing    | Which partner receives and answers each incoming message type.                   | No. Keep your current settings.            |
| Thread control          | Permission to take over any conversation. Only one partner can have it.          | No. Keep your current settings.            |
| Conversation visibility | Permission to receive copies of all conversations. Several partners can have it. | Yes. This is the only role 360Pilot needs. |

{% hint style="info" %}
With visibility, 360Pilot receives copies of incoming messages, provider messages, and delivery statuses. It uses them to identify Click-to-WhatsApp, paid template, and organic journeys.
{% endhint %}

{% hint style="success" %}
360Pilot only reads conversation copies. It cannot send messages, reply to customers, or take over conversations. Your current provider continues handling every conversation.
{% endhint %}

### Before you begin

Make sure you:

* [x] Can access the Meta Business Suite for the business that owns the number.
* [x] Completed 360Pilot onboarding and connected your Meta Ads Manager, including connecting your Meta Ads Manager.
* [x] Make sure 360Dialog is added as a partner on your Meta Business Suite.

{% hint style="info" %}
Conversation visibility identifies Click-to-WhatsApp, paid template, and organic journeys. The Ads Manager connection adds campaign spend and performance.
{% endhint %}

### Grant conversation visibility

{% stepper %}
{% step %}

#### Open your WhatsApp number

In **Meta Business Suite**, go to **Settings → WhatsApp accounts**. Select the number you want to measure.
{% endstep %}

{% step %}

#### Manage conversation routing

Open **Conversation routing**, then select **Manage**.
{% endstep %}

{% step %}

#### Enable visibility for 360Dialog

Under **Conversation visibility**, select the checkbox for **360Dialog**.
{% endstep %}

{% step %}

#### Keep your existing routing settings

Do not change **Conversation routing** or **Thread control**. Do not assign any message type to 360Dialog. 

{% hint style="warning" %}

#### Important

Routing a message type to 360Dialog makes it responsible for those conversations. Your provider stops receiving those messages. Since 360Pilot cannot reply, your customers would not receive a response.
{% endhint %}
{% endstep %}

{% step %}

#### Apply your changes

Select **Apply**. The button stays unavailable until every routing row has a value. Keep your existing values in place.

![Meta Business Suite conversation visibility settings](https://1320299547-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FA9K5ywaAjJL8mhR3e4GI%2Fuploads%2FoCYmMb41Z1rxOb2XSLrO%2Funknown.png?alt=media\&token=4098e7a0-d9d0-4d55-b9be-6947f87acbdf)
{% endstep %}
{% endstepper %}

{% hint style="info" %}
This setting applies to the entire phone number. It does not apply to one campaign or ad.
{% endhint %}

{% hint style="success" %}
After completing the 360Pilot onboarding, the Open Meta Business Settings button takes you straight to Meta Business Suite.
{% endhint %}

### Check that data is arriving

Meta does not notify 360Dialog when you enable this setting. Once the number receives new conversations, 360Pilot receives their copies. The journeys then appear in the Funnels Dashboard. 

{% hint style="info" %}
See [Understanding the Funnels Dashboard](/360pilot/funnels-dashboard/understanding-the-funnels-dashboard.md).
{% endhint %}

### Troubleshooting

<details>

<summary><strong>Conversations handled by my provider do not appear</strong></summary>

Confirm that **360Dialog** is selected under **Conversation visibility**. Then confirm that no **Conversation routing** row points to 360Dialog.

</details>

<details>

<summary><strong>Can I change conversation routing or thread control?</strong></summary>

No. Keep both settings unchanged. 360Pilot only needs **Conversation visibility**.

</details>

For other issues, contact our Support Team:

{% content-ref url="/pages/Nga5OITRbXx3d8E1gX8Z" %}
[Get support](/360pilot/get-support.md)
{% endcontent-ref %}