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 and toggle the Auto Recharge.

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.

2

Once it is on, please configure the Threshold and Amount, then save.

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.

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 and click Manage Funds

2

Select the number from the list and continue

3

Choose Add funds

4

Enter the amount of Funds to add to the channel and choose the current payment method or add a new one.

5

Confirm checkout and charge the card.

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

Select the number and click continue.

3

Select Refund account funds.

The current balance is displayed.

4

Check the notes and confirm the refund.

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