Purpose: Alongside branded tracking emails and SMS, you can notify your customers by WhatsApp whenever their parcel reaches a delivery milestone. This article answers the Frequently Asked Questions
What is 360Dialog?
360Dialog, an official Meta Business Solution Provider (BSP), simplifies the connection between your WhatsApp Business Account (WABA) and Sendcloud for automated customer communication.By linking your WhatsApp Business account and phone number to Sendcloud through 360Dialog, you can send tracking updates directly to your customers using WhatsApp templates.
You’ll need a 360Dialog account linked to your Meta account. Even if you have multiple brands, one 360Dialog account is sufficient, allowing you to manage multiple WhatsApp Business Accounts (WABA) under a single account.
Once your WhatsApp Business account is connected, Sendcloud will automatically send tracking messages via WhatsApp, keeping your customers updated throughout the delivery process.
Will I receive billing from Sendcloud, Meta, or 360Dialog?
While connecting, you will need to agree to the terms of both Meta and 360Dialog. You may see several pop-ups, including one asking for permission to share account and billing information.
These billing permissions are only important if you choose to use the number directly with 360Dialog later. For now, when connecting through Sendcloud, you don't need to worry about billing—everything is handled through Sendcloud's regular invoices.
Can I connect an existing phone number that was previously used with another tool?
Yes, you can. However, all previous connections (such as those with another provider, personal, or business account) need to be removed before connecting it through 360Dialog. Since this can be a lengthy process, we recommend using a new phone number for a smoother setup.What happens if I connect a number already linked to another brand?
If your number is already linked to one brand, and you try to connect it to another, you’ll see a message saying the number is successfully linked, but the option to select Business WhatsApp will be greyed out. This happens because the number is still connected to the first brand. To resolve this, either use a different number or disconnect the number from the other brand.How do I know if my WhatsApp Business Account is approved?
If Use your own WhatsApp number is selectable and no other message appears, the account is likely verified. To confirm, the user can check the status in Business Manager.Why is my Meta/ WhatsApp Business account still pending?
If your Meta or WhatsApp Business account is still pending after 2 hours, check the status in your Business Manager. Navigate to Account Quality and click View details in the Business Support Home for more information on why the approval is delayed. If you're unable to resolve the issue, reach out to Meta for support. If you don’t receive a response within 48 hours, contact 360Dialog directly by creating a ticket. If 360Dialog hasn’t responded within 24 hours, please get in touch with our customer support team, providing your 360Dialog ticket number for further assistance.What should I do if my Meta account is not approved or blocked?
If your Meta account is blocked, and you try to log in at business.facebook.com, you will see an error message. Review Meta's guidelines and submit an appeal using the email you received from Facebook.
If you're unable to submit the appeal or don’t get a response within 48 hours, create a support ticket with 360Dialog.
If 360Dialog hasn’t responded within 24 hours, please contact our customer support team with your 360Dialog ticket number for further assistance.
What should I do if Meta rejected my WhatsApp Business name?
If Meta rejects your WhatsApp Business name, you can still send messages, but your customers will only see your phone number instead of the business name. This likely happened because the name doesn't comply with Meta's guidelines.To fix this, review Meta’s guidelines, go to Meta Business Manager to check why the name was rejected, make the necessary changes, and resubmit for approval. Keep in mind that the review process can take up to 48 hours.
If you don’t receive a response within 48 hours, contact 360Dialog directly by creating a ticket. If 360Dialog hasn’t responded within 24 hours, please get in touch with our customer support team, providing your 360Dialog ticket number for further assistance.What if my WhatsApp business account is rejected/banned?
If your account is not approved by Meta and gets blocked or banned, you can try resolving it by following Meta’s guidelines. In Business Manager, you can view the details and make any necessary changes. After that, click Request review. The review process can take up to 48 hours.If the issue is still unresolved, you can contact 360Dialog directly by submitting a ticket. If 360Dialog hasn’t responded within 24 hours, please contact our customer support team with your 360Dialog ticket number for further assistance.
How long does it take for my template to get approved?
Templates usually take up to 24 hours for Meta's review process. You will see a "Pending approval from Meta" message during this time. Once approved, you can start sending messages using the template. If the approval takes longer than 24 hours, reach out to Meta for support. If you don’t receive a response within 48 hours, contact 360Dialog directly by creating a ticket. If 360Dialog hasn’t responded within 24 hours, please get in touch with our customer support team, providing your 360Dialog ticket number for further assistance.How can I tell if a template is awaiting approval?
You will see a Pending approval from Meta message while your template is under review. This process typically takes up to 24 hours. During this time, the template cannot be used for messaging until Meta completes its evaluation and approves it.
If you're unable to resolve the issue, reach out to Meta for support. If you don’t receive a response within 48 hours, contact 360Dialog directly by creating a ticket. If 360Dialog hasn’t responded within 24 hours, please get in touch with our customer support team, providing your 360Dialog ticket number for further assistance.
What should I do if my customized template is rejected?
If your template is rejected, it likely didn’t meet template guidelines. You’ll need to modify the template and resubmit it for approval. To see why it was rejected, go to Account Overview View my accounts (your Meta Business Account) (your WABA) Rejected message templates. You’ll also receive an email with rejection details.If you're unable to resolve the issue, reach out to Meta for support. If you don’t receive a response within 48 hours, contact 360Dialog directly by creating a ticket. If 360Dialog hasn’t responded within 24 hours, please get in touch with our customer support team, providing your 360Dialog ticket number for further assistance.
What happens to approved templates when deactivated?
We keep the approved templates saved, even if the customer deactivates them, so once a previously approved template gets re-activated, the customer can start sending messages immediately.How can I change my profile picture?
The profile picture linked to your WhatsApp Business Account (WABA) will automatically be set as the logo of the brand connected to Sendcloud. If you update the logo in your Sendcloud account, the profile picture on 360Dialog will also be updated automatically.How can I reactivate my phone number after deactivation?
As Sendcloud is the primary account holder, you cannot reactivate your phone number on your own. To reverse the deactivation, please contact our support team for assistance.Can I use the same phone number for multiple brands?
No, each brand in Sendcloud requires its own unique phone number. You can't use the same number across multiple brands. If you have multiple brands or Sendcloud accounts, you’ll need a separate WhatsApp Business account and phone number for each brand. While you'll need to repeat the setup process for each brand, there's one key difference: since you already have a 360Dialog account connected to a Meta account, you won’t need to create a new one. You can simply add multiple WhatsApp Business Accounts under the same 360Dialog account.How many characters can be used in templates?
The message template content field is limited to 1024 characters.How many times can I update a template?
A template can be edited once per day, up to 10 times per month.What are common reasons for a template to be rejected?
- Ensure goods/services descriptions, prices, fees, taxes, and legal disclosures comply with WhatsApp's Commerce Policy.
- Do not request sensitive identifiers (e.g., full payment card numbers, National IDs).
- Avoid content that is potentially abusive or threatening, such as legal action warnings or attempts to publicly shame a customer.
- Check for duplicate templates with the same wording in the body and footer.