Graphlogic.ai documentation

Messengers

360Dialog (WhatsApp)

360dialog is the official provider of WhatsApp Business. Using the

@360Dialog (WhatsApp)⁠

@Connector⁠

, you can connect the

@Bot⁠

to WhatsApp Business Account (WABA). More information about WhatsApp rules can be found in the

360dialog documentation⁠

Connection

1. Configuration on the 360dialog side

First of all, you need to configure on the 360dialog side.

Log into your

360dialog⁠

account. A list of registered WhatsApp business accounts will be displayed on the main page (

read more on how to register a WhatsApp Business Account⁠

⁠

Select the business account to which you want to connect the Agent.

Obtain an access token according to the

instructions⁠

Copy the access token.

2. Agent channel configuration in the Platform

You need to create and configure an

@Project Channel⁠

with the “WhatsApp (Dialog360)” connector.

Click on the agent settings button.

⁠

Click the Add channel button.

⁠

The

@End Channel⁠

selection panel will open.

⁠

Select

@360Dialog (WhatsApp)⁠

The

@Project Channel⁠

creation panel will open.

⁠

Optionally, enter a title for this

@Project Channel⁠

in the Name field with the placeholder New channel.

⁠

Paste the

received token⁠

into the 360Dialog token field.

⁠

To save the

@Project Channel⁠

without activating it, click the CREATE button.

⁠

To save and activate the

@Project Channel⁠

, click the CREATE & ACTIVATE button.

⁠

The

@Project Channel⁠

will be saved and activated if:

The

@Agent⁠

is trained;

The token in the 360Dialog token field is unique (there are no active channels of the same type with the same token);

The channel address is accessible;

The channel webhook is registered succesfully.

The

@Project Channel⁠

will be saved but not activated if one or more conditions are not met.

To cancel

@Project Channel⁠

creation, click the CANCEL button.

⁠

Editing and Deleting Agent Channel

To edit an

@Project Channel⁠

, click on its icon on the

@Agent⁠

card.

⁠

To edit any field, click the field and enter a new value.

To apply changes to an activated

@Project Channel⁠

, click the APPLY button.

⁠

Changes will be applied if:

The

@Agent⁠

is trained;

The token in the 360Dialog token field is unique (there are no active channels of the same type with the same token);

The channel address is accessible;

The channel webhook is registered succesfully.

Changes will not be applied if one or more conditions are not met.

To deactivate the

@Project Channel⁠

, click the DEACTIVATE button.

⁠

To apply changes to a non-activated

@Project Channel⁠

, click the SAVE button.

⁠

To apply changes and activate the

@Project Channel⁠

, click the SAVE & ACTIVATE button.

⁠

Changes will be applied and the

@Project Channel⁠

will be activated if:

The

@Agent⁠

is trained;

The token in the 360Dialog token field is unique (there are no active channels of the same type with the same token);

The channel address is accessible;

The channel webhook can be registered.

Changes will be applied but the

@Project Channel⁠

will not be activated if one or more conditions are not met.

To cancel making changes, click the CANCEL button.

⁠

To delete the

@Project Channel⁠

, click the DELETE button.

⁠

Communication

Interaction with this

@End Channel⁠

occurs asynchronously, using the

WhatsApp Business API⁠

Message template

Templates are messages with which a WhatsApp

@Bot⁠

starts a

@Chat⁠

with the

@Bot User⁠

. To send a mailing to

@Bot User⁠

s on WhatsApp, you need to create a template, send it for approval, if unsuccessful, reformulate and send a new template, and if approved, initiate the mailing using the

@Notification⁠

@Slot⁠

Mapping of Channel variables from WhatsApp(360dialog)

Mapping  of Channel variables from WhatsApp(360dialog)

Channel variable

End channel

Variable in the body of an incoming request from a channel

Peculiarities

channel_conversation_id

360Dialog (WhatsApp)

response["messages"][0]["from"]

channel_visitor_id

360Dialog (WhatsApp)

response["messages"][0]["from"]

channel_visitor_firstname

360Dialog (WhatsApp)

response["contacts"][0]["profile"]["name"]

May be missing until first space

channel_visitor_lastname

360Dialog (WhatsApp)

response["contacts"][0]["profile"]["name"]

There may be no space after the first space

channel_visitor_phone

360Dialog (WhatsApp)

response["messages"][0]["from"]

After sending a mailing by

@Notification

⁠

, this variable contains the phone number to which the mailing was sent

channel_visitor_email

360Dialog (WhatsApp)

channel_visitor_account

360Dialog (WhatsApp)

response["messages"][0]["from"]

User phone number

channel_visitor_auth

360Dialog (WhatsApp)

channel_visitor_source

360Dialog (WhatsApp)

channel_reply_to

360Dialog (WhatsApp)

No results from filter

⁠

Communication in WhatsApp(360dialog)

Communication in WhatsApp(360dialog)

Functionality

Channel

Availability

Description

channel_chat_id

360Dialog (WhatsApp)

Yes

Format: telephone number of the

@Bot User

⁠

starting with the country telephone code without the + sign |dialog360

Messages will reach the Bot User if the Agent writes first in an existing chat

360Dialog (WhatsApp)

Partially

The

@Agent

⁠

can start a

@Dialog

⁠

by sending an approved template, However, in 360dialog the

@Dialog

⁠

lasts 24 hours; after this time, the message sent by the

@Agent

⁠

via

@Incoming Request Slot

⁠

will not reach the

@Bot User

⁠

Buttons

360Dialog (WhatsApp)

Partially

If there are no more than 3 buttons in the button menu, they will be sent as buttons;

If there are more than 3 buttons in the button menu, they will be sent as a numbered list.

Transfer to operator

360Dialog (WhatsApp)

WhatsApp does not have operator software

Transferring files as files from the Agent

360Dialog (WhatsApp)

Partially

The picture is not transmitted, the video is transmitted, the audio is transmitted as an audio file, the file is transmitted as a file for downloading

Transferring files as links from the Agent

360Dialog (WhatsApp)

Yes

An attempt is made to send a picture/file using a special method; if the file format via the link is not suitable, the channel will respond with a technical error message and then we will repeat sending the message but will send a link to the file/picture in plain text.

Receiving a file from the Bot User into a script

360Dialog (WhatsApp)

Yes

Format: file:file type|id of the transferred file|https://waba.360dialog.io/v1/media/id of the transferred file Example: file:document|7b825480-9148-44a7-9454-b60d7f433e14|https://waba.360dialog.io/v1/media/7b825480-9148-44a7-9454-b60d7f433e14

Receiving geolocation from an Bot User in a Script

360Dialog (WhatsApp)

Delivery of messages over 1000 characters from Agent to Bot User

360Dialog (WhatsApp)

Yes

Markdown usage

360Dialog (WhatsApp)

Mailing with Notification

360Dialog (WhatsApp)

Yes

Before creating a

@Notification