Funds

The Funds section in the 360Dialog Hub provides a centralised view to monitor and manage credit balances for each WhatsApp channel. Charges are deducted directly from the channel balance when template messages are sent or calls are initiated.

To ensure uninterrupted message delivery on the WhatsApp Business Platform, each registered phone number must maintain a positive credit balance.

If a channel balance reaches zero, outbound messaging and calls are paused until additional funds are added.

	System Behavior
Positive Balance	Messaging continues normally with costs deducted in real time
Zero Balance	Outbound activity stops until balance is topped up
Negative Balance	The system may trigger an automatic top-up to replenish the balance above zero

Auto-Renewal

Auto-Renewal is a continuous monitoring feature designed to prevent service interruptions by automatically adding funds before the balance is depleted.

When enabled:

• The system continuously monitors the channel credit balance

• When the defined threshold is reached, a top-up is automatically triggered

• The top-up amount is charged to the default payment method

This feature reduces the need for manual balance management and helps ensure uninterrupted messaging and calling services.

Configure Auto-Renewal

1

Navigate to Funds in the 360Dialog Hub

2

Scroll down to Manage numbers and set the Auto Renewal configuration for each relevant channel

If Auto-Renewal is Off top-ups must be managed manually. Funds should be added when the balance runs low to continue engaging in paid conversations and calls.

We recommend enabling Auto-Renewal to avoid running out of funds.

3

When Auto Renewal is On configure the Threshold and Amount

4

The Auto Renewal Threshold is the chosen "low-balance" trigger point that initiates a top-up. Enter the amount of Funds to add to the channel or enter the estimated conversations

5

The Auto Renewal Amount is the specific sum charged to the saved payment method. Enter the amount of Funds to add to the channel or enter the estimated conversations

We recommend careful configuration for each channel setting the Amount higher than the Threshold to avoid multiple payment triggers

Emergency Top-Ups may apply if the balance drops below Zero even when Auto-Renewal is Turned Off

Add Funds Manually

Top up the balance for each channel at any time:

1

Navigate to Funds in the 360Dialog Hub

2

Scroll down to Manage numbers and select Manage Funds for the relevant channel

3

Choose Add funds with a one-off charge

4

Enter the amount of Funds to add to the channel or enter the estimated conversations

5

Confirm payment method and checkout

Funds will be added to the balance immediately upon successful payment.

Request a Balance Refund

Balance Refunds can be initiated at any time:

1

Navigate to Funds in the 360Dialog Hub

2

Scroll down to Manage numbers and select Manage Funds for the relevant channel

3

Select Refund account funds

4

The refundable amount for the channel will be displayed

5

Confirm the refund request

Please allow up to 7 business days for the refund to be processed and returned to the default payment method saved to the 360Dialog Hub

For more details, contact Support