Get support

This page describes how to get support from 360dialog, the available channels, and the service level expectations based on your plan.

360dialog provides technical support to assist with platform and WhatsApp Business API related issues.

Support Channels

We offer 3 official support channels:

Chat Support (Primary)

To get assistance from our support team, follow these steps:

1. Go to the 360Dialog Hub > Login.

2. Enter Email and Password, then click Continue.

3. When logged in, open the Chat Support Widget at the bottom right corner of the screen.

4. Click Messages > Ask a question

The Support Widget is available on all pages in the 360Dialog Hub.

Email Support

Email support is available at [email protected].

WhatsApp Support

You can contact us on our WhatsApp number: [phone]

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Support Hours / Availability

We provide customer 24/7 support 365 days a year.

Note: Meta and 360dialog technical and engineering teams operate at limited capacity on weekends (Saturdays and Sundays). As a result, resolution of complex technical issues may be deferred to business days depending on the nature and severity of the request.

Response Time

Support response times depend on the applicable support plan, either the Phone Number Plan or the Partner Plan.

• Requests submitted by a Partner User follow the response times defined in the Partner Plan.

• Requests submitted by a Client User follow the response times defined in the Phone Number Plan.

Only support requests submitted through the 360dialog Hub > Chat Support Widget are eligible for the response times defined in the applicable Plan.

Support requests submitted through other channels, email or WhatsApp, will receive an initial response within 24 hours, regardless of the applicable Plan.

We aim to provide a first response to all support requests in accordance with the tables below:

For Clients

Phone Number Plan	Target First Response Time ("FRT")
Basic	<24 Hours
Regular	<4 Hours
Premium	<30 Mins

For Partners

Partner Plan	Target First Response Time ("FRT")
Sandbox	<24 Hours
Growth	<4 Hours
Premium	<1 Hour

“First Response Time” refers to the time required to get a meaningful reply from a 360dialog Customer Human Support agent that includes the results of the initial investigation.

AI Support

When you initiate a support request via the 360Dialog Hub, depending on the account type, our AI might attempt triage and provide a solution based on the inquiry. This helps accelerate issue resolution and reduce wait times. If the AI is unable to resolve the issue, you will be given the option to connect with a human support agent.

Human Support

Human support is always available 24/7, including weekends and public holidays.

Technical and engineering teams operate at limited capacity on Saturdays and Sundays. As a result, resolution of complex technical issues may be deferred to weekdays.

Language

We will make our best efforts to provide support in your preferred language, provided it is one of our supported languages: English, Brazilian Portuguese, German, Spanish, Turkish, Hindi and Russian. If a Support Agent fluent in your preferred language is unavailable at the time of your request, support will be provided in English.

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Resolution Time

We do not guarantee specific resolution times, as the WhatsApp Cloud API is hosted and maintained by Meta. However, we strive to resolve all cases within 48 hours whenever possible. In situations where resolution requires intervention from Meta Direct Support, the timeframe may be extended.

According to the Meta Hosting Terms for Cloud API, the availability of the Cloud API may be affected by maintenance, upgrades, network issues, or other service interruptions beyond 360Dialog’s control.

Additionally, Meta reserves the right to modify or discontinue aspects of the Cloud API at its sole discretion. As a result, our response and resolution times may be delayed in cases where Meta’s intervention or system availability impacts our ability to provide timely support.

Minimum Info Required for Support

To ensure timely and effective support, please provide a complete and detailed description of the issue. This should include, where applicable:

• A clear description of the issue, including the affected phone numbers and/or WABA IDs

• The impact of the issue

• Relevant timestamps, including when the issue started and its duration

• Screenshots or screen recordings that clearly illustrate the issue

• Any error codes or error messages encountered

• Relevant log files, diagnostic data, or data exports

• For API-related issues; the full API request payloads and the corresponding server responses

Failure to provide sufficient information may result in delays in response and/or resolution times.

Chat Guidelines

• Use one chat per issue to avoid confusion and ensure faster handling.

• Do not start multiple chats for the same issue.

• Submit one request per issue rather than combining multiple unrelated topics in a single chat.

• Never share full API keys. Our support team will only request partial references if needed.

• Do not share confidential or personal information in the chat.

Escalation

If an issue requires urgent attention or is not resolved to your satisfaction, eligible customers may escalate the request through their designated 360dialog Point of Contact (POC). Escalated cases are reviewed by the Support Management team to ensure prioritised handling.

Platform Uptime SLA

Support response times are independent from the Platform Uptime SLA, which measures the availability of the 360dialog platform (e.g., 98% or 99% uptime, depending on Plan).