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Integrate HelpCrunch with WhatsApp

Connecting your WhatsApp Business Account opens opportunities to effortlessly reach more customers and drive business growth.
Written by Konstantine
Updated 2 weeks ago

Connecting your WhatsApp Business account to HelpCrunch lets your team receive and reply to WhatsApp messages directly from the HelpCrunch Inbox.

HelpCrunch connects to WhatsApp through 360dialog, an official WhatsApp Business Solution Provider. To complete the setup, you’ll need to register your phone number in 360dialog and generate an API key for this number.

Access to the integration is available only in HelpCrunch Pro subscription and above.

Choose the right setup flow

360dialog will ask you to confirm the current status of your phone number during setup. Choose the option that matches your case.

  1. Create a 360dialog account
  2. Generate an API key in 360dialog
  3. Connect your 360dialog number to HelpCrunch
  4. Manage WhatsApp chats in HelpCrunch
  5. Billing
  6. FAQ

You don’t use this number with WhatsApp yet

Use the standard 360dialog Embedded Signup flow.

This flow lets you create or select a Meta Business Portfolio, create or select a WhatsApp Business Account, add your phone number, and verify it by SMS or voice call.

Follow 360dialog’s guide:
360dialog Embedded Signup

You use this number in WhatsApp Business App

You have two options.

Option #1: Use Coexistence

Coexistence allows you to use the same phone number in both the WhatsApp Business App and the WhatsApp Business Platform.

Choose this option if you want to keep using the WhatsApp Business App on your phone while also connecting the number to HelpCrunch through 360dialog.

Follow 360dialog’s guide:
Coexistence Onboarding

During this flow, you’ll need to scan a QR code from the WhatsApp Business App. 360dialog may also offer history and contact sync. The process can take several minutes depending on the size of your history and other factors.

Option #2: Use the number only with WhatsApp Business Platform

Choose this option if you don’t need to keep the number active in the WhatsApp Business App.

Before registering the number in 360dialog, delete the WhatsApp Business App account connected to this number. Once it's deleted, follow 360dialog’s guide: 360dialog Embedded Signup

Please note that your chat history won’t be automatically migrated, so back it up first if needed.

You use this number in personal WhatsApp Messenger

A phone number connected to a personal WhatsApp account can’t be used with the WhatsApp Business Platform at the same time.

Before registering the number in 360dialog, delete the personal WhatsApp account connected to this number.

Back up your chat history first if you want to keep it.

For iOS:

  1. Open the app, tap the Settings or You tab, and navigate to Account → Delete My Account.
  2. Enter your phone number in full international format, then tap Delete My Account to permanently erase your messages, groups, and iCloud backups. 

For Android:

  1. Open the app, tap the three dots → Settings → Account → Delete account.
  2. Enter your full phone number in international format and tap Delete account.

Once it's deleted, follow 360dialog’s guide:
360dialog Embedded Signup

You use this number with another WhatsApp provider

If your phone number is already connected to the WhatsApp Business Platform through another provider, such as Twilio, MessageBird, or another BSP, you need to migrate it to 360dialog.

Follow 360dialog’s migration guide:
Migrate a number to 360dialog

Before migration, make sure:

  • Two-factor authentication is disabled for the phone number

  • The display name is approved

  • The number can receive a 6-digit verification code by SMS or voice call

  • You have the required access to the Meta Business Portfolio or WhatsApp asset

  • The business website in Meta Business Suite is live and accessible

Generate an API key in 360dialog

After your number is successfully connected in 360dialog, generate an API key for it.

  1. Log in to your 360dialog Hub.

  2. Go to Numbers.

  3. Click Manage next to the phone number you want to connect to HelpCrunch.

  4. Click Generate API Key.

  5. Copy the API key and save it somewhere safe.

Important: 360dialog shows the API key only once. If you generate a new API key later, the previous one will be revoked.
If the Generate API Key button is not available, it may be because your 360dialog account is partner-managed or the partner manages API key permissions for your number. In this case, contact 360dialog support or your integration partner.

Read more:
360dialog API Keys

Connect your 360dialog number to HelpCrunch

  1. Open your HelpCrunch account and go to Settings → Channels → WhatsApp.

  2. Click Add phone number.

  3. Paste the API key generated in 360dialog and click "Apply"



That’s it. Your WhatsApp number is now connected to HelpCrunch.

Manage WhatsApp chats in HelpCrunch

All WhatsApp conversations appear in the HelpCrunch Inbox, just like regular chats.

You can:

  • Reply to customers

  • Assign chats to team members manually or automatically

  • Change chat statuses

  • Add tags

  • Send files

  • Share knowledge base articles

  • Filter WhatsApp conversations in the Inbox

You can easily differentiate WhatsApp chats from the others as we mark them with related icons.

For your convenience, we also create a separate Whatsapp inbox where you can find all of your WhatsApp conversations.

WhatsApp messaging rules

WhatsApp has several important messaging rules.

24-hour customer service window

When a customer sends you a WhatsApp message, a 24-hour customer service window opens. During this window, you can reply with regular free-form messages.

After the 24-hour window expires, you can only continue the conversation by sending an approved WhatsApp message template.

72-hour free entry point window

If a customer starts a WhatsApp conversation from a Click-to-WhatsApp ad or a Facebook/Instagram Page call-to-action button, a 72-hour free entry point window may apply.

Only one active WhatsApp chat per customer

You can have only one active WhatsApp conversation with the same customer at a time. If there is already an active WhatsApp chat with this customer, you can’t reopen an old WhatsApp chat or create a separate new one for the same customer.

WhatsApp message templates

Message templates are pre-approved WhatsApp messages that allow you to contact customers outside the 24-hour customer service window.

You can create and manage templates in 360dialog Hub:

  1. Log in to 360dialog Hub.

  2. Go to Numbers.

  3. Click Manage next to your phone number.

  4. Open Templates.

  5. Create a new template or sync templates from Meta.

Templates must be reviewed and approved by Meta before they can be sent to customers.

Template statuses may include:

  • Draft

  • Pending

  • Approved

  • Rejected

  • Paused

Only approved templates can be used for messaging.

Read more:
360dialog Templates

Billing

Using WhatsApp through 360dialog usually includes two types of costs:

  1. 360dialog subscription fee
    This is the recurring fee for using a WhatsApp Business channel through 360dialog.

  2. WhatsApp messaging fees
    These are usage-based fees defined by Meta. The cost depends on message category, country, volume, and whether the message is sent inside or outside an active messaging window.
    Pricing on the WhatsApp Business Platform

Template messages are the primary billable message type. Free-form messages are free, but they can only be sent inside an active customer service or free entry point window.

For the most accurate pricing information, check your 360dialog Hub and official Meta rate cards.

Read more:
360dialog Pricing
Free vs Billed Messaging

WhatsApp integration FAQ

Can I use the same number in WhatsApp Business App and HelpCrunch?

Yes, if you onboard the number through 360dialog Coexistence. This allows the same phone number to be used in both the WhatsApp Business App and the WhatsApp Business Platform.

Can I connect a personal WhatsApp number?

Only after deleting the personal WhatsApp account connected to that number. Personal WhatsApp Messenger and WhatsApp Business Platform can’t use the same number at the same time.

Can I migrate a number from another WhatsApp provider?

Yes. If your number is already connected to WhatsApp Business Platform through another provider, migrate it to 360dialog first. Make sure 2FA is disabled before starting migration.

Why can’t I generate an API key?

The API key button may be unavailable if your 360dialog account is managed by a partner or if the partner manages API key permissions for the number. Contact 360dialog support or your partner to resolve this.

Do I need to set up webhooks manually in 360dialog?

No. To connect WhatsApp to HelpCrunch, you only need to generate the API key in 360dialog and paste it into HelpCrunch.

Can I add more than one WhatsApp number?

Yes. Each additional WhatsApp number is counted as a separate integration. The number of integrations available is specified in your HelpCrunch subscription plan.

Why some WhatsApp templates may be missing in HelpCrunch

If a template is approved in Meta or 360dialog but you don’t see it in HelpCrunch, try the following:

  1. Open 360dialog Hub.

  2. Go to Numbers.

  3. Click Manage next to the connected phone number.

  4. Open Templates.

  5. Click Synchronise templates with Meta.

  6. Return to HelpCrunch and check the template list again.

Also make sure the template is not rejected, paused, disabled, or still pending review.

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