Managing your clients

In the 360dialog Hub

Please note that all information here will be available both in the 360dialog Partner Hub and 360dialog Client Hub.

See clients

As soon as you enter the 360dialog Partner Hub, under the WABA tab, you will see one card for each channel/phone number submitted.

A short summary of the account statuses and information are available in this card, as well as immediate actions required from the client. For more details, you can click the Show details button.

After clicking in Show details, you also can see other account management features in the tabs such as the Template Message Manager and the Insights and Billing options.

Notifications

You will be notified of any changes in your client's accounts statuses in the Hub notifications.

Export client data

The 360dialog Partner Hub allows you to download a CSV file with data pertaining to all accounts connected to you. In the CSV you will find the following information on your clients:

Company legal name
WhatsApp number
Contact email
Account activation statuses:
- Message on behalf
- Meta business verification
- Number registration

You will find the download button on the top right corner of the WhatsApp Accounts Page:

Check if number is registered in On-premise or Cloud API

In the 360dialog Partner Hub > Details page for any number, there is a property "Hosting Platform Type"

Request cancelation of a Client's account

As per Meta security guidelines, only the client (WABA account owner) can request account cancellation. Partners can assist clients through this process but should never go through it for them.

Refund unused funds in case of cancellation

If a number is canceled and there is pre-payment balance left, there are two ways to request refunds in the 360dialog Hub:

In the Main Page: The Refund button is available under "Billing Information" when the balance amount is above 0 and the number is enabled for pre-payment. If the balance is less than 0, you will see the Add funds button.

In the Insights&Billing page: You can refund a number's funds via the Manage funds button, choosing the phone number, and selecting the action "Refund account funds":

Important Considerations for Refunds:

Double-check before initiating a refund: Before processing a refund, make sure to select the correct account and confirm that it is indeed the proper client to be refunded. Once a refund is processed, it cannot be reversed.
Refunds are created per the most current payment: meaning the refund will have the most recent payments transaction (fully or partially) depending on the current channel's balance amount and the latest billable conversation.
1. Example: If the client requests a refund and has not had any billable conversations since the last payment was made, they will be refunded the balance amount, including the payment processing fee. However, if the client has had a billable conversation after the latest payment, they will only be refunded the positive balance amount, excluding the payment processing fee. A credit note will be created for the corresponding last paid invoice.
Refunds are limited to individual numbers: It is not possible to issue bulk refunds to multiple clients or numbers at once. Each refund must be processed on a per-number basis and on a number-level.
Refunding is not immediate, it might take up to 48 - 72 hours for refunds to be completed. We kindly request your patience during this period. If the refund takes longer than expected, please feel free to get in touch with our Support Team for assistance.

Refund Examples

Example 1: If the client paid 55€ and had no conversations after the payment, the refund would be the full payment amount of 55€.

Example 2: If the client paid 55€ (e.g. 50€ + 5€) and had conversations costing 5€ after the payment, the refund would be 45€, which is the remaining balance.

Example 3: If the client made multiple payments (e.g. 10€, 20€, and 30€) and the current balance is 25€, the refund would be the latest payment of 10€, and a partial refund of 15€ for the 20€ payment. Refunds are always processed from the most recent payment and onwards, if needed.

Add team members as users to your 360dialog Partner Hub

Your 360dialog Partner Hub has a Users tab. To add more team members as users, click on the Add user button.

In the 360dialog Partner API

Get list of clients

To see the 360dialog Client Hub accounts associated to your Partner Hub, you should use the Get partner's clients endpoint.

Get list of clients associated to your Partner Hub

GET https://hub.360dialog.io/api/v2/partners/{partner_id}/clients

Request example

curl --request GET --url https://hub.360dialog.io/api/v2/partners/partner_id/clients --header 'Authorization: ' --header 'Content-Type: application/json'

Path Parameters

Name

Type

Description

partner_id*

string

Your Partner Hub ID

Query Parameters

Name

Type

Description

filters

string

A JSON object of params and their expected values

limit

string

Objects limit to return in the response

offset

string

Show the results starting from an offset

sort

string

Use minus - symbol for descending sorting

{
  "count": 0,   >> Means Count of clients available in this Partner Hub
  "filters": {},
  "sort": [
    "string"
  ],
  "limit": 0,
  "offset": 0,
  "total": 0,
  "clients": [
    {
      "id": "string",   >> This Client's ID
      "name": "string",
      "status": "active",   >> This Client's status: if active or not
      "organisation": "string",   >> This Client's company name
      "meta_info": {   >> Information submitted during the creation of the WABA
        "business_vertical": "string",
        "timezone": "string",
        "about": "string",
        "business_description": "string",
        "use_case": "string"
      },
      "contact_info": {   >> This Client's contact information
        "webpage_url": "string",
        "phone": "string",
        "language": "string",
        "country": "string",
        "street_name": "string",
        "city": "string",
        "email": "string",
        "full_name": "string",
        "zip_code": "string"
      },
      "contact_user": {   >> User information registered under this Client Hub
        "phone": "string",
        "email": "string",
        "name": "string"
      },
      "partner_payload": "string",
      "created_at": "string",   >> When was the Client Hub created
      "created_by": {   >> Who created the Client Hub
        "user_id": "string",
        "user_name": "string"
      },
      "modified_at": "string",   >> When was the Client Hub last modified
      "modified_by": {   >> Who last modified this Client Hub
        "user_id": "string",
        "user_name": "string"
      },
      "max_channels": 2   >> Maximum number of channels allowed in this Client Hub (2 is default)
    }
  ]
}

{
  "meta": {
    "success": false,
    "http_code": 400,
    "developer_message": "There was an error with your request",
    "details": [
      "string"
    ],
    "error_data": {
      "code": "string",
      "message": "string",
      "real_message": "string",
      "status": 0
    }
  }
}

Get client's balance

The WhatsApp Conversations usage is always related to the 360dialog Client Hub, regardless of the number of channels.

This endpoint will only retrieve information for clients registered with direct payment.

Get balance of Client Hub for clients with direct payment

GET https://hub.360dialog.io/api/v2 /partners/{partner_id}/clients/{client_id}

The balance field is only relevant for clients who are registered with direct payment. For all other clients this field will stay at the value 0 and can be ignored.

In order to keep track of costs we recommend to check the usage object for the current month, where total_price describes the costs caused by conversations.

Rate limit is 1 request per 10s.

Request example

curl --request GET --url https://hub.360dialog.io/api/v2/partners/partner_id/clients/client_id/info/balance --header 'Authorization: ' --header 'Content-Type: application/json'

Path Parameters

Name

Type

Description

client_id*

string

ID of the client

partner_id*

string

ID of the partner

Query Parameters

Name

Type

Description

from_month

number

Show usage starting from specified month. Example: >=1 <=12

from_year

number

Show usage starting from specified year. Example: 2020

{
  "balance": -458.8827,   >> Total balance for this Client Hub
  "bi_price_for_currency_and_client_country": 0.04,
  "currency": "eur",   >> Currency: USD or EUR
  "estimated_template_cost": 0.034,   >> Estimated cost per conversation
  "last_renewal": {   >> Information about the last renewal
    "amount": 449.07,
    "date": "2022-03-04T16:43:54Z"
  },
  "ui_price_for_currency_and_client_country": 0.012,
  "usage": [   >> Usage details
    {
      "business_initiated_paid_quantity": 25785,
      "business_initiated_price": 1585.9658,
      "business_initiated_quantity": 26782,
      "free_entry_point": 0,
      "free_quantity": 1000,
      "free_tier": 1000,
      "paid_quantity": 25855,
      "period_date": "2022-02-01T00:00:00Z",   >> Date of this usage details
      "quantity": 26855,
      "total_price": 1587.2608,
      "user_initiated_paid_quantity": 70,
      "user_initiated_price": 1.295,
      "user_initiated_quantity": 73
    },
    {
      "business_initiated_paid_quantity": 7459,
      "business_initiated_price": 458.6052,
      "business_initiated_quantity": 8459,
      "free_entry_point": 0,
      "free_quantity": 1000,
      "free_tier": 1000,
      "paid_quantity": 7474,
      "period_date": "2022-03-01T00:00:00Z",
      "quantity": 8474,
      "total_price": 458.8827,
      "user_initiated_paid_quantity": 15,
      "user_initiated_price": 0.2775,
      "user_initiated_quantity": 15
    }
  ]
}

{
  "meta": {
    "success": false,
    "http_code": 400,
    "developer_message": "There was an error with your request",
    "details": [
      "string"
    ],
    "error_data": {
      "code": "string",
      "message": "string",
      "real_message": "string",
      "status": 0
    }
  }
}

Change number of channels allowed by client

The maximum number of channels allowed per 360dialog Client Hub is 10. You can increase or decrease this number with the Update Client endpoint.

Update client maximum number of channels

PATCH https://hub.360dialog.io/api/v2/partners/{partner_id}/clients/{client_id}

Request example

curl --request PATCH --url https://hub.360dialog.io/api/v2/partners/partner_id/clients/client_id --header 'Authorization: ' --header 'Content-Type: application/json' --data '{ "partner_payload": "", "max_channels": 42 }'

Path Parameters

Name

Type

Description

client_id*

string

Client's Hub ID

partner_id*

string

Your Partner Hub ID

Request Body

Name

Type

Description

partner_payload*

string

Can be requested with the Get list of clients associated to your Partner Hub endpoint

max_channels

integer

How many channels do you want this Client Hub to be able to create

{
  "id": "string",
  "name": "string",
  "status": "active",
  "organisation": "string",
  "meta_info": {
    "business_vertical": "string",
    "timezone": "string",
    "about": "string",
    "business_description": "string",
    "use_case": "string"
  },
  "contact_info": {
    "webpage_url": "string",
    "phone": "string",
    "language": "string",
    "country": "string",
    "street_name": "string",
    "city": "string",
    "email": "string",
    "full_name": "string",
    "zip_code": "string"
  },
  "contact_user": {
    "phone": "string",
    "email": "string",
    "name": "string"
  },
  "partner_payload": "string",
  "created_at": "string",
  "created_by": {
    "user_id": "string",
    "user_name": "string"
  },
  "modified_at": "string",
  "modified_by": {
    "user_id": "string",
    "user_name": "string"
  },
  "max_channels": 0
}

Get list of channels

You can retrieve detailed accounts statuses through the 360dialog Partner API. This can happen with the get partner's channels endpoint.

Get channels available in your Partner Hub

GET https://hub.360dialog.io/api/v2/partners/{partner_id}/channels

Request example

curl --request GET --url https://hub.360dialog.io/api/v2/partners/partner_id/channels --header 'Authorization: ' --header 'Content-Type: application/json'

You can get a channel's Hosting platform type from this request.

Path Parameters

Name

Type

Description

partner_id*

string

Your Partner Hub ID

Query Parameters

Name

Type

Description

filters

string

A JSON object of params and their expected values

limit

string

Objects limit to return in the response

offset

string

Show the results starting from an offset

sort

string

Use minus - symbol for descending sorting

```dart
{
    "count": 0,
    "filters": {
      "": "string"
    },
    "sort": [
      "string"
    ],
    "limit": 0,
    "offset": 0,
    "total": 0,
    "partner_channels": [   >> List of channels associated with your Partner Hub
      {
        "id": "string",   >> Specific Channel ID
        "client_id": "string",   >> Client Hub ID that owns this channel
        "account_mode": "live",   >> Indicates if the account is ready to be used
        "billing_started_at": "2000-01-01T10:00:00Z",   >> When billing started for this channel
        "terminated_at": "2000-01-01T10:00:00Z",   >> When was the channel terminated
        "cancelled_at": "2000-01-01T10:00:00Z",   >> When was the channel cancelled
        "status": "created",   >> Please do not consider
        "current_limit": "TIER_10K",   >> Current Messaging Limit of this channel
        "current_quality_rating": "FLAGGED",   >> Current Quality Rating of this channel
        "hub_status": "string",   >> Status of the account. Options are "live", "sandbox", "pending_deletion", "draft" and "unregistered" 
        "client": {   >> Client information associated to this channel
          "id": "string",
          "name": "string",
          "contact_info": {
            "webpage_url": "string",
            "phone": "string",
            "language": "string",
            "country": "string",
            "street_name": "string",
            "city": "string",
            "email": "string",
            "full_name": "string",
            "zip_code": "string"
          }
        },
        "setup_info": {
          "phone_number": "string",   >> Phone number registered in this channel
          "phone_name": "string",   >> Display Name registered in this channel
          "was_in_use": true,
          "ivr": true,
          "verification_method": "voice",   >> Verification method used when registering the number (can be voice or sms)
          "certificate": "string",
          "new_name_status": "string",   >> If a new Display Name was requested, what is the status of this request
          "default_language": "string",
          "has_integration_layer": false,
          "error": "string",
          "configuration_type": "string",
          "region": "string",
          "shards_number": 0   >> More than 1 indicates that this is a Multicore account (see Plans and Prices document)
        },
        "waba_account": {
          "id": "string",
          "fb_account_status": "unknown",   >> Status of the Meta Business Manager verification
          "on_behalf_of_business_info": {
            "id": "string",
            "name": "string",
            "status": "submitted",
            "type": "string"
          }
        },
        "integration": {
                  "app_id": "00000",
                  "enabled": true,
                  "hosting_platform_type": "360_hosting", >> Type of hosting platform (meta_cloud_api or 360_hosting)
                  "state": "running"
            }
      }
    ]
  }
```

{
  "meta": {
    "success": false,
    "http_code": 400,
    "developer_message": "There was an error with your request",
    "details": [
      "string"
    ],
    "error_data": {
      "code": "string",
      "message": "string",
      "real_message": "string",
      "status": 0
    }
  }
}

Use filters to get information about specific channels

If you need to get the phone number or other information based on the Channel ID (which you get from the permission callback), you can add filters to the request:

/partners/{partnerID}/channels?filters={"id": "{channelID}"}

How to understand the status of a channel

hub_status indicates the current status of the account. The options are:

live
sandbox
pending_deletion
draft
unregistered
done (Classic Signup accounts only)
pending (Classic Signup accounts only)

Other detailed pieces of information are:

if account_mode = live the account is live and ready to use
if app_id exists = channel was not terminated
if terminated_at exists = channel is pending deletion
if app_id and terminated_at do not exist = channel is in draft

Will be deprecated - only valid for partners that used Classic Signup

In order to check the status of a specific channel, two different methods are required depending on the channel version.

Version 1 = Submitted through Classic Signup (which is deprecated, so it's only valid for old accounts)

The overall status of the channel can be found via the status field for each individual channel within the partner_channel array. A channel is live and running if the status is ready.

Here, the options are:

created: the account was created but the number wasn't registered (see number registration)
unverified: the account was not approved in the Commerce Policy review
verified: the account was approved in the Commerce Policy review
certificate_declined: display name was rejected
new_name_requested: display name was changed and is waiting for approval
ready: the number was registered and the API key can be generated
error: any other errors

Version 2 = Submitted through Embedded Signup

The decisive field for the channel status is the account_mode field. A channel is live and running if the account mode is live. Statuses from the channel.status field can be ignored.

Check if the WABA is connected

Make a GET call to this node to retrieve the status of a WhatsApp Business API client.

Healthcheck

GET https://waba.360dialog.io/v1/health

This endpoint returns the status of your WhatsApp Business API client.

Headers

Name

Type

Description

D360-API-KEY

string

your API KEY

# Single Instance

{
    "health": {
       "gateway_status": "connected | connecting | disconnected | uninitialized | unregistered"
    }
}


# High Availability/Multiconnect

{
    "health": {
      "your-hostname1:your-container-id1": {
          "gateway_status": "connected | connecting | disconnected | uninitialized | unregistered",
          "role": "primary_master | secondary_master | coreapp"
      },
      "your-hostname2:your-container-id2": {
          "gateway_status": "connected | connecting | disconnected | uninitialized | unregistered",
          "role": "primary_master | secondary_master | coreapp"
      },
    }
}40

Please do not call this endpoint more than once every 5 minutes, as the health status is cached and refreshed only every 5 minutes. If your phone number is disconnected | uninitialized or unregistered - create a ticket with our Support Team and we will assist you to get the number reconnected.

Check the number that is associated with a specific API Key

Make a GET call to this endpoint to verify the number that is associated with an API Key.

Check Phone Number

GET https://waba.360dialog.io/v1/configs/phone_number

This endpoint returns the registered phone number for a given D360-API-KEY.

Headers

Name

Type

Description

D360-API-KEY

string

Your API KEY

{
    "phone_number": phone_number_string
}

Webhook events for notifications

You can see how to start receiving webhook events to notify your internal team and your clients in this specific document.

PreviousMessages statuses NextWebhook events and notifications

Last updated 2 years ago

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hashtagIn the 360dialog Hub

hashtagSee clients

hashtagNotifications

hashtagExport client data

hashtagCheck if number is registered in On-premise or Cloud API

hashtagRequest cancelation of a Client's account

hashtagRefund unused funds in case of cancellation

hashtagImportant Considerations for Refunds:

hashtagAdd team members as users to your 360dialog Partner Hub

hashtagIn the 360dialog Partner API

hashtagGet list of clients

hashtagGet list of clients associated to your Partner Hub

hashtagPath Parameters

hashtagQuery Parameters

hashtagGet client's balance

hashtagGet balance of Client Hub for clients with direct payment

hashtagPath Parameters

hashtagQuery Parameters

hashtagChange number of channels allowed by client

hashtagUpdate client maximum number of channels

hashtagPath Parameters

hashtagRequest Body

hashtagGet list of channels

hashtagGet channels available in your Partner Hub

hashtagPath Parameters

hashtagQuery Parameters

hashtagUse filters to get information about specific channels

hashtagHow to understand the status of a channel

hashtagCheck if the WABA is connected

hashtagHealthcheck

hashtagHeaders

hashtagCheck the number that is associated with a specific API Key

hashtagCheck Phone Number

hashtagHeaders

hashtagWebhook events for notifications

In the 360dialog Hub

See clients

Notifications

Export client data

Check if number is registered in On-premise or Cloud API

Request cancelation of a Client's account

Refund unused funds in case of cancellation

Important Considerations for Refunds:

Add team members as users to your 360dialog Partner Hub

In the 360dialog Partner API

Get list of clients

Get list of clients associated to your Partner Hub

Path Parameters

Query Parameters

Get client's balance

Get balance of Client Hub for clients with direct payment

Path Parameters

Query Parameters

Change number of channels allowed by client

Update client maximum number of channels

Path Parameters

Request Body

Get list of channels

Get channels available in your Partner Hub

Path Parameters

Query Parameters

Use filters to get information about specific channels

How to understand the status of a channel

Check if the WABA is connected

Healthcheck

Headers

Check the number that is associated with a specific API Key

Check Phone Number

Headers

Webhook events for notifications