Pre-Onboarding Checklist

Welcome onboard! We’re thrilled to begin this collaboration and look forward to supporting you every step of the way.

The following steps will ensure a smooth and efficient onboarding process to Performance Messaging. Please complete them before starting the number onboarding.

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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

1. A number must not be currently linked to any active WhatsApp account.

If the number is currently in use on WhatsApp, the existing account must be deleted before starting the onboarding process.

How to delete WhatsApp app or WhatsApp Business account if needed

1. A number must be dedicated strictly to business’s WhatsApp campaigns and communications.

2. 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.

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.

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2. Meta Business Portfolio Access

To allow 360Dialog to provide expert optimization for CTWA campaigns, we require specific access levels within Meta ecosystem.

Access Requirements

• Ensure that admin access is available to the Meta Business Portfolio (formerly Business Manager) that contains the Facebook Page and Ad Account. Full administrative rights to the Facebook Business Manager account are required.

• 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:

1. Identify the person in the organization with Full Control (Admin) rights.

2. Share this Step-by-Step Guide to request an upgrade to your permissions.

3. 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.

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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

1. Ad Account & Permissions: Verify that full control (admin) access is available to the specific Ad Account intended for the campaigns. The ad account should not be connected to a different Business Manager, as this may cause delays during integration.

2. Display Name Selection: Select a WhatsApp Display Name, ensuring it has a clear and logical connection to the legal business name or website branding (e.g., “StyleShop by Smith LLC”). The use of all caps, emojis, or generic terms such as "Customer Support" without the brand name should be avoided.

Action: Ensure that the name follows Meta’s naming guidelines to avoid approval delays.

1. Meta Business Verification (if applicable)

If the Meta Business Portfolio is not yet verified, ensure that the verification process has been initiated or completed. While setup can often begin beforehand, completing Meta Business Verification is strongly recommended to unlock higher messaging limits and become eligible for an Official Business Account (blue badge).

• Navigate to the Security Center to check your verification status.

• If the Meta business portfolio is not already verified, ensure the verification process has started or been completed. Check here how to verify.