WhatsApp 360Dialog (on-premise API)

Meta will discontinue support for the On-Premise API by October 2025. No new features have been launched since January 2024. Therefore, we recommend integrating WhatsApp Business through either WhatsApp 360Dialog (Cloud API) or WhatsApp Cloud (Meta’s official API), both of which are also available in our marketplace.

This document guides you through the integration between Rocket.Chat and WhatsApp Business powered by 360Dialog using the on-premise API. It is a paid subscription and costs you $39 per month. Alternatively, you can use the WhatsApp Cloud app, which connects Rocket.Chat directly to WhatsApp without any third-party service.

Prerequisites

• A Rocket.Chat workspace with Omnichannel enabled. Omnichannel agents and managers must also be assigned.

• From 7.0, the WhatsApp 360Dialog app requires a subscription add-on. Contact the sales team to get the required add-on.

Install WhatsApp app

To install the WhatsApp app,

• Go to Administration > Apps > Marketplace.

• Search for the WhatsApp 360Dialog app.

• Click Subscribe.

  If you don’t have the required add-on, a warning is displayed for you to contact sales to get the add-on.

• Click Install and accept the needed permissions. Complete the purchase and the whatsapp.bot bot will then send you a message with the setup instructions in the #omnichannel-whatsapp-setup private channel.

Configure WhatsApp app

To configure the WhatsApp app,

• On the WhatsApp 360Dialog Info screen, navigate to Settings.

• Update the required fields:

  • Notification of undeliverable message: Notification to alert the agent that a message was not delivered to the WhatsApp platform.

  • Agents Display Info: You can display the agent's name or username.

  • File Uploads Enabled: Enable/disable file sharing and set a limit for Maximum File Upload Size (in bytes).

  • Accepted Media Types: Provide a list of accepted media types comma-separated. To accept all media types, leave this blank.

  • Allow Quote Messages: Agents will see the quoted message reference on Rocket.Chat, when the Contact quotes/replies to a message on WhatsApp.

  For workspaces below version 4.2.0, ensure you have the following index on the "rocketchat_apps_persistence" collection in DB: appId_1_associations_1 before activating Allow Quote Messages feature.

  • Template Message Metadata Refresh Interval(in Minutes): For a better user experience, the app must cache some Template Messages meta-data information. You can define the duration (in minutes) within which the app will automatically refresh its cache. To learn more about template messages, see WhatsApp Omnichannel integration API.

  • Message Status Endpoint URL: The URL to receive the status of each message exchanged.

  • Filter Message Status: Filter the statuses you wish to receive at the endpoint ("Message Status Endpoint URL") based on Message Type.

  • Allow List options for Quick Replies: If enabled, messages with more than three quick reply options would be rendered as List options. Max limit for list options is 10.

  • Custom label for all List Option buttons: Define a custom label message you want to display on all Quick reply options sent as List Message.

• Click Save Changes.

Create 360Dialog account

If you have a 360dialog account, click Yes and proceed to connect your WhatsApp number.

From the whatsapp.bot message,

• If you don't have a 360dialog account, click No.

• Click on the Create 360 Dialog Account button.

• After creating your account, copy the API key and complete the bot instructions.

Connect WhatsApp number to your workspace

After copying your newly generated API key on 360Dialog,

• Return to your Rocket.Chat workspace and click Connect WhatsApp Number.

• Fill in the required details:

  • API Key: The API key of your WhatsApp number.

  • Department: The department that will handle WhatsApp conversations from this number.

  • Welcome Message: A message sent to customers when they send their first message.

  • Conversation Finished Message. A message sent to your customer when an agent closes the conversation,

  • Default message for offline service: A message sent to your customer when no agents are available online,

• Click Connect.

You can set up as many WhatsApp numbers as you want.

If access to cloud services is suspended on your workspace, you may still incur charges for 360Dialog, as Rocket.Chat doesn't manage the billing for this service. Refer to the official documentation for instructions on canceling your service subscription.

Uninstall WhatsApp app

To delete the WhatsApp app from your workspace,

• Go to Administration > Apps > Installed.

• Click the kebab menu against the Whatsapp app.

• Select Uninstall.

• Click Yes to confirm the uninstallation.

Whatsapp Business App FAQs