Pre-Onboarding Checklist
Welcome onboard! We’re thrilled to begin this collaboration and look forward to supporting you every step of the way. The next steps will ensure a smooth and efficient onboarding process onto Performance Messaging.
1. WhatsApp Number Requirements
To successfully integrate with the WhatsApp Business API, you must provide a phone number capable of receiving a One-Time Password (OTP) via SMS or voice call from Meta.
Essential Criteria
The number must not be currently linked to any active WhatsApp account.
If the number is currently in use on WhatsApp, you must delete the existing account before starting an onboarding.
This number must be dedicated strictly to your business’s WhatsApp campaigns and communications.
A landline number can be used, as long as the IVR is disconnected so that the number can receive the authentication code (OTP) required to complete the connection.
The number must be registered under the Client’s own Meta Business Manager, not the agency’s. This aligns with Meta’s best practices and prevents display name rejections or compliance-related service interruptions.
You can either:
Use an existing FBM account where you are an admin, or
Create a new FBM account during the process.
Important: You cannot use your agency’s FBM account.
Note: We strongly recommend using a standard mobile or landline number. Virtual, IP, or Cloud-based numbers often struggle to receive Meta’s automated OTPs.
Phone Number Readiness:
Can receive calls/SMS from international numbers.
Is physically accessible during onboarding to immediately retrieve the OTP (sent via SMS or voice call).
Has IVR systems temporarily disabled (if applicable), as IVR may block the OTP delivery.
Business Email Setup:
If using a company email address to create your 360Dialog account:
Whitelist the domain @360dialog.com in your email system to ensure you receive communications (e.g., OTPs, confirmations).
Note: A one-time password (OTP) will be sent to this email for verification.
2. Meta Business Portfolio Access
To allow 360Dialog to provide expert optimization for your campaigns, we require specific access levels within your Meta ecosystem.
Access Requirements
Ensure you have Admin Access to the Meta Business Portfolio (formerly Business Manager) that houses your Facebook Page and Ad Account. You must have full admin rights to a Facebook Business Manager account.
Grant shared access to 360Dialog within your Business settings to facilitate technical support and campaign oversight.
Verify that all team members responsible for Ads or WhatsApp management have been assigned the appropriate roles within the Portfolio.
Troubleshooting Access
If you do not currently have the necessary permissions:
Identify the person in your organization with Full Control (Admin) rights.
Forward them this Step-by-Step Guide to request an upgrade to your permissions.
Ensure the Page and Ad Account are correctly "Claimed" by the Business Portfolio, not just linked to a personal profile.
Why this matters: Proper setup at the Portfolio level prevents "Display Name" rejections and ensures your WhatsApp API remains compliant with Meta’s commercial policies.
3. Account Configuration & Verification
To ensure your account is approved without delays and ready for high-volume campaigns, please complete the following steps within your Meta Business Suite:
Ad Account & Permissions: Verify that you have Full Control (Admin) access to the specific Ad Account intended for your campaigns. Please ensure the ad account is not connected to a different Business Manager, as this may cause delays during integration.
Business Information: Ensure the "Business Info" section is fully populated with your legal business name, Business category/industry, business address and general contact details. A live, public website URL is mandatory for Meta’s review process, and it can be accessed here.
Display Name Selection: Provide your desired WhatsApp Display Name, ensuring it has a clear, logical connection to your legal business name or website branding (e.g., “StyleShop by Smith LLC”). Avoid all-caps, emojis, or generic terms like "Customer Support" without your brand name. Ensure that the name follows Meta’s naming guidelines to avoid approval delays.
WhatsApp & Facebook Page Integration: link your WhatsApp number to your Facebook Page to run Click-to-WhatsApp (CTWA) ads.
Action: Follow this Step-by-Step Guide to connect the number.
Pro Tip: You can keep the WhatsApp button hidden on your public Facebook Page until the campaign officially launches to prevent unsolicited messages.
Business Verification: Navigate to the Security Center to check your verification status. While you can often begin setup immediately, completing Meta Business Verification is highly recommended to unlock higher messaging limits and qualify for the Official Business Account (blue badge). If the Meta business portfolio is not already verified, ensure the verification process has started or been completed. Check here how to verify.
Why this matters: Meta’s automated systems cross-reference your Display Name, Website, and Legal Documents. Any discrepancy between these three points is the leading cause of account rejection or "limited" messaging status.
4. Strategy & Creative Assets preparations
To ensure a seamless launch, please provide the following strategic and creative materials. Note that Ad Assets (what users see on Facebook/Instagram) and Journey Assets (what users see inside WhatsApp) are distinct requirements.
Creative Assets
Kindly note that journey assets are separate from campaign assets, and both are required for a complete setup.
Journey Assets (WhatsApp Content)
Provide the specific visuals, banners, or media files that will appear within the WhatsApp chat flow. Please refer to your Journey Copy Document, which will be shared to you by a client manager, for the exact dimensions and placements required for these elements.
Find below the general requirements:
Category
Element
Requirements
Comment
Bot messages/ Message templates
Image/video size
1.91 : 1; 955 pixels x 500 pixels or 1910 pixels x 1000 pixels. Image: max 5MB. Video: max 16 MB
Bot messages/ Message templates
Text for messages with media
max130 characters so the text does not get cut off with :read more"
Bot messages/ Message templates
Text for mesages w/o media
max 160-180 characters
Carousel messages
Message Body text
Text Maximum 1024 characters; Recommended : 200 - 300
Carousel messages
Card Media header
Image only. Aspect Ratio: 1.91:1 (landscape format). Recommended Dimensions: 1910 x 1000 px. Minimum Dimensions: 955 x 500 px. Accepted File Formats: JPEG or PNG. Max File Size: 5 MB
Carousel messages
Card body text
Text Maximum 160 characters each. Recommended : 60–80
Carousel messages
Card button
Reply button: 25 characters. Phione button: 20 characters. E.164 format (e.g. +1234567890). CTA button: 25 characters. HTTPS required. Max total URL length: ~2000 characters
It is possible to keep buttons naming the same and create many different links, and clicks will be counted separately
Meta Flows
Max number of images per screen
3 (only for when we want to break the screen with images) For selectable options: 20 (see: Reference doc, RadioButtonGroup)
Meta Flows
Recommended image size
Up to 300kb - for regular images (breaking the screen).
48 x 48 pixels - For selectable image options.
Meta Flows
Total size for the entire flow
1 MB
Meta Flows
Dimensions
1:1.
1.91:1 images can create large empty spacings
Detailed info and character limitations per element: Reference doc| Playground tool
Ad Creative Assets (Top-of-Funnel): Provide the static images, videos, or carousels that will drive users to WhatsApp.
Provide static images, videos, and/or carousels for the campaign. A minimum of 3 assets per category/model is highly recommended for A/B testing and optimization.
Guidelines: Ensure all files adhere to your brand identity and our Automotive Creative Guide / Retail Creative Guide.
Ensure assets follow your brand guidelines and include clear CTAs where appropriate.
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