Account Statuses

This page describes the different statuses that you will see during the activation of your WhatsApp Business Account.

The 360dialog Client Hub organizes its folders based on WhatsApp phone numbers, meaning that each folder is connected to a specific number.

In the 360dialog Client Hub you will find this information by clicking on the "Manage" option.

It's important to note that regardless of outdated screenshots, the status descriptions provided in this documentation are exact for every version of the 360dialog Client Hub.

Client Hub v1

Folder Layout

By clicking the button "Show details" - you can view all of the statuses of the WhatsApp Business Account and the phone number. In v2, these details can be found in the WABA Manager section.

The folder is divided into four sections that can be seen in the image below:

Project Status

The Project Status shows the status of your WhatsApp Business Account and Phone Number together. There are three possible states: DRAFT, PENDING, and DONE.

DRAFT

This is the starting status for all numbers.

PENDING

We are either 1) waiting on an outcome from Meta or 2) they are requiring some action to be taken by you.

DONE

The setup is complete.

If your number is stuck in Draft status, please contact support and we will advise the next steps. The common reasons why a number might be stuck in Draft mode are:

• The phone number is still connected to a standard WhatsApp App or WhatsApp Business App. To continue with the registration process - you must fully delete any existing WhatsApp Account.

• Number already exists on Meta Business Manager - a number can only be added to a WA Business Account once

• Classic Signup / Embedded Signup Flow failed

Account Information

The Account section shows:

• The Client Name (Business Name)

• API Connection Name

WhatsApp Business Account Status

The Status of the WhatsApp Business Account is shown in the center column.

The WhatsApp Business Account side shows statuses connected to your WhatsApp Business Account. This data is related to your company as an entity and must be only completed once, no matter how many different phone numbers you decide to connect to your WhatsApp Business Account.

The WhatsApp Business Account has three statuses: External WABA Account, Message On Behalf, and Business Verification. Once these three statuses have been verified/accepted, the icon will turn from gray to green . If not all three statuses have been verified/accepted, the yellow icon will appear. If one of the statuses is failed/denied/rejected the red icon will appear.

In case any of the statuses get rejected, please check out our Documentation. If the problem persists, you can contact us at Help and Support.

External WABA Account

When your company's account has been submitted to Meta, the External WhatsApp Business Account (WABA Account) status will change from DRAFT (grey) to DONE (green).

Messaging On Behalf

When the External WABA Account and External WABA Channel are submitted, you will receive a notification in your Business Manager asking you to allow 360dialog to send messages on your behalf. The possible status states are:

UNSET

The Message On Behalf (MOB) request has not yet been sent.

PENDING

The MOB request has been sent. Go to your META Business Manager and accept the MOB request from 360dialog. Click here for more info on how to approve the Messaging On Behalf request.

APPROVED

You have successfully accepted the Message on Behalf request.

DENIED

If you deny the Message on Behalf request on your Facebook Business Manager, we will not be able to proceed with the activation of your WhatsApp Business Account. If you have accidentally denied the Message On Behalf and wish to revert that decision, please contact us at Help and Support.

Business Verification

Find information on Business Verification in the Official Meta documentation. The possible statuses are:

UNKNOWN

The WhatsApp Business Account ID has not yet been set. There is therefore no data on whether your Business has been verified or not.

FAILED

There is a problem with the documentation provided. Please make the appropriate changes as indicated by Facebook and try again.

NOT VERIFIED

The Meta Business Verification process has not yet begun.

PENDING

The account documents for verification have been received by Facebook and are being checked. Please wait until Facebook is done with the verification.

PENDING - NEED MORE INFO

Facebook has completed checking all submitted documents, but requires more information to verify the account. The activation process cannot continue until the required documents have been submitted.

PENDING SUBMISSION

The documents have been successfully submitted to Facebook, but the checking process has not yet begun.

REJECTED

The documents have been successfully received and checked by Facebook and unfortunately your Facebook Business verification has been rejected.

VERIFIED

Your Business has been successfully verified. Whatsapp will now perform the Commerce Policy compliance check (Whatsapp Account Status).

Phone Number Status

The Phone Number side shows statuses connected to the specific phone number to be connected to WhatsApp. This data is related to the activation status of the specific phone number and must be completed for every new phone number that you would like to add to your account.

External WhatsApp Business Account (WABA) Channel

Once your company's phone number (channel) has been submitted to Meta, the External WhatsApp Business Account Channel (WABA Channel) status will change from DRAFT (in grey) to DONE (in green).

Display Name Verification

The Display Name verification checks several aspects of the connected phone number (not just the display name). The possible statuses are:

CREATED

Your number has been created in the 360Hub but not yet submitted to Meta. Please contact support if your number gets stuck in this status.

UNVERIFIED

Your Display Name has not yet been approved.

VERIFIED

Your Display Name has been approved.

READY

Your number is now ready for registration.

CERTIFICATE DECLINED

Your Display Name has been rejected, or we have encountered another issue, like having a WhatsApp Account already connected to your phone number. For help please contact us at Help and Support.

Number Registration

Once all other statuses are shown in green (Approved/Accepted/Verified/Done/etc.), you are ready to register your number and go live. Find more information on Number Registration on our Account Setup page. The possible states for Number Registration are:

UNSET

Your WhatsApp API Client was running but it is now removed. Please contact support if your number gets stuck in this status.

CREATED

Your WhatsApp API Client was just created.

REGISTRATION READY

Your WhatsApp API Client is ready for registration.

REGISTRATION TRIGGERED

Your WhatsApp API Client is ready for registration and the OTP has been triggered.

READY TO FINALIZE

The PIN has been checked and is correct.

RUNNING

Your WhatsApp API Client is registered. You can now generate an API KEY.

WhatsApp Business API Client: Running or Live

Running or Live status (green) indicates that the number is registered and the WhatsApp Business API Client is running. You can now generate an API Key and use the WA Business API. This is the final status for the Project and indicates that the setup is complete.