# Connecting WhatsApp to #jedidesk

#### **Navigation:**

1. [**Creating a 360Dialog Account**](#id-1.-creating-a-360dialog-account)\
   1.1. [You don’t have a WhatsApp Business account](#id-1.1-creating-a-360dialog-account-if-you-dont-have-a-whatsapp-business-account)\
   1.2.1. [You have already used the phone number in WhatsApp](#id-1.2.1-creating-a-360dialog-account-you-have-already-used-the-phone-number-in-whatsapp)\
   1.2.2. [You have already used the phone number in WhatsApp Business<br>](#id-1.2.2-creating-a-360dialog-account-you-have-already-used-the-phone-number-in-whatsapp-business)1.2.3. [You have used it with another WhatsApp provider besides 360Dialog](#id-1.2.3-creating-a-360dialog-account-used-with-another-whatsapp-provider-besides-360dialog)
2. [**Connecting 360Dialog**](#id-2.-connecting-your-phone-number)
3. [**Using the Chat**](#id-3.-using-the-chat)
4. [**Meta Policy**](#id-4.-meta-policy)
5. [**Using Templates**](#id-5.-using-whatsapp-templates)

## 1. Creating a 360Dialog Account

If you already have a 360Dialog account, proceed to the next section – “Connecting 360Dialog.”

### **1.1 Creating a 360Dialog Account (If you don’t have a WhatsApp Business account)**

To get started, sign up for 360Dialog and add your phone number using this link:\
\[[Registration instructions](https://docs.360dialog.com/docs/waba-management/embedded-signup/signup-step-by-step)]

{% hint style="warning" %}
Please make sure that in your 360Dialog phone number settings, the **Hosting Platform Type** is set to **Cloud API hosted by Meta**.\
If it is not, use this \[[guide](https://docs.360dialog.com/docs/account-setup/hosting-type-change)] to change the settings.
{% endhint %}

### **1.2.1 Creating a 360Dialog Account (You have already used the phone number in WhatsApp)**

If your number is already in use for WhatsApp Business, you have two options:

* Via the WhatsApp Business app (iOS, Android, or Web).
* Via a business service provider (e.g., 360Dialog or Twilio).

### **1.2.2 Creating a 360Dialog Account (You have already used the phone number in WhatsApp Business)**

You can use a phone number that is already registered with WhatsApp on Android, iPhone, or WhatsApp Business. However, if you want to register this number in the **WhatsApp Business API**, you must first delete the WhatsApp Business account associated with this number.

{% hint style="warning" %}
**Note:** During this process, **chat history will not be transferred or saved.**
{% endhint %}

**Steps to delete your account:**

1. Open **Settings** in your WhatsApp Business app.
2. Tap **Account** and select **Delete my account**.
3. Confirm the deletion.

### **1.2.3 Creating a 360Dialog Account (Used with another WhatsApp provider besides 360Dialog)**

If your phone number is linked to a WhatsApp Business account through another provider (e.g., Twilio), you need to migrate it.

Use this **\[**[**documentation**](https://docs.360dialog.com/docs/account-setup/migrating-phone-numbers/migrate-number-from-meta-or-alternate-bsp-to-360dialog-cloud-api)**]** to complete the migration.

{% hint style="danger" %}
Ensure that in your 360Dialog phone number settings, the **Hosting Platform Type** is set to **Cloud API hosted by Meta**.<br>

If it is not, follow this **\[**[**documentation**](https://docs.360dialog.com/docs/account-setup/hosting-type-change)**]** to update the settings.
{% endhint %}

## 2. Connecting Your Phone Number

1. Log in to your **360Dialog** account in your browser and go to the homepage.
2. Click **"Manage WhatsApp Business account"**.

<figure><img src="https://2421713157-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FizQzM1n6iqF17cIYxrec%2Fuploads%2Fq2cqgJrcfmyRByt8Y89Y%2F1.PNG?alt=media&#x26;token=d0706ea4-9648-47eb-98d0-8b258ad755b6" alt=""><figcaption></figcaption></figure>

3. On the settings page, click **"Manage API keys"**, generate an integration key, and copy it.
4. Go to your **JediDesk** account, navigate to **Settings → Integrations**.

<figure><img src="https://2421713157-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FizQzM1n6iqF17cIYxrec%2Fuploads%2FmipUv6AAnDWvzxUV72Su%2F3.PNG?alt=media&#x26;token=eb428215-0fd3-4b8a-aa4e-d741011db97c" alt=""><figcaption></figcaption></figure>

5. In the **WhatsApp Integration** section, paste the copied integration key.
6. ✅ **Integration is complete!** Now you can proceed to the next step.

## 3. Using the Chat

All WhatsApp chats will appear in your inbox just like regular chats. You can easily distinguish WhatsApp chats from others, as they are marked with special icons:

<figure><img src="https://2421713157-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FizQzM1n6iqF17cIYxrec%2Fuploads%2FeNDcT4aFFhzgcJCqC8oq%2F5.PNG?alt=media&#x26;token=f8a301d4-9eeb-4efc-abf1-abe5d708c9b7" alt=""><figcaption></figcaption></figure>

## 4. Meta Policy

A WhatsApp Business account operates within **24-hour sessions**.

* Once a user sends a message, you have **24 hours** to respond.
* If you fail to reply within this timeframe, you can only continue the conversation by sending a **pre-approved template message**.
* Sending a template message outside the session **incurs a fee**.

## 5. Using WhatsApp Templates

{% hint style="warning" %}
Currently, **JediDesk** only supports **plain text templates** (without parameters or buttons).
{% endhint %}

If you do not respond within the **24-hour session**, you can select a **pre-approved template** and send it.

* Once the user responds to the template, the session will be reactivated, allowing you to continue the conversation.

**Managing Templates:**

1. Log in to **360Dialog**.
2. Navigate to **Templates → Add template**.

<figure><img src="https://2421713157-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FizQzM1n6iqF17cIYxrec%2Fuploads%2FxI6adcyMWzeiX7Co90ZM%2F6.PNG?alt=media&#x26;token=30606e09-eccf-41ab-b7d4-0c38b18236f8" alt=""><figcaption></figcaption></figure>

3\. Once created, you can use these templates in **JediDesk**.

<figure><img src="https://2421713157-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FizQzM1n6iqF17cIYxrec%2Fuploads%2FLscj5ImXGLL2ImhLhJVl%2F7.PNG?alt=media&#x26;token=9b978aa9-b179-497d-9928-489c49d6755e" alt=""><figcaption></figcaption></figure>

{% hint style="info" %}
**Note:** JediDesk only displays **approved templates** that are available for sending.\
Template updates in JediDesk **occur in real time**.
{% endhint %}