G2

Hilmi B.

AI and Data Executive

Small-Business (50 or fewer emp.)

9/24/2026

"Fast, Reliable Customer Support and After-Sales Service"

5/5

What do you like best about 360Dialog?

What I like best is that 360dialog adds very little on top of Meta's WhatsApp Cloud API. You authenticate with one API key per channel, call one base URL, and the requests, responses and webhooks use the same format as Meta's own Cloud API. Code written against Meta's documentation works almost unchanged. You don't have to manage a separate Meta access token, because the same key also fetches media such as images, documents and voice notes.

It's fast, both to start with and in production. In the sandbox we went from getting a key to real messages delivered and read on a phone within minutes, with no WhatsApp Business account, Hub account or Meta verification needed. In production, our first template message came back with sent, delivered and read receipts within about four seconds. Later, sends from our sales tool were usually delivered within 2 to 7 seconds. We created six templates through the API, and Meta approved all six within 14 minutes. The template list endpoint shows each template as approved, pending or rejected, so we poll it every 15 minutes to catch changes.

We keep our own data. In coexistence mode, 360dialog forwards every incoming message, and every message our salesperson sends from the phone app, to a webhook we run. When we connected the number, about 9,800 messages of history, going back four and a half months, arrived at our webhook the same day.

The operational tools are good too. The /health_status endpoint shows the state of the phone number, the WhatsApp Business account, the business and the app. When something is blocked, it gives an error code and a suggested fix. The documentation is easy to read and easy to automate: adding .md to any page URL gives clean markdown, so we saved all 386 pages with no failures. Pricing is simple: €49 per number per month, with Meta's message rates passed through. Support over WhatsApp answered within minutes. When I sent detailed written questions, they answered each point in order and said plainly when something was not supported. Review collected by and hosted on G2.com.

What do you dislike about 360Dialog?

The biggest problem is how little we can see when something goes wrong. The Hub's channel status often disagreed with what was actually happening. It showed a number as not connected while messages and media were still going through. It showed "Error / Inactive" without a clear reason. Once Meta had permanently disabled the account, /health_status kept reporting AVAILABLE, so we couldn't rely on the health check at the moment it mattered most. No webhook fires when the phone-app side of a coexistence number goes under review, support confirmed that no endpoint gives the number's quality rating, and we got no event when the account was disabled. Each time, we learned about a restriction from the salesperson's phone or from Meta, not from 360dialog.

Recovering from a restriction is slow and done by hand. After each one, 360dialog's access to our WhatsApp Business account was removed, and someone had to run "Fix Channel Setup" before we could manage templates again. Support said they cannot trigger a reconnection from their side. Their support team also said inbound messages sent during an outage would arrive once we reconnected. In our data, they did not.

Coexistence did not fully work as described. Messages we sent through the API did not show in the salesperson's WhatsApp Business app until the customer replied, and then only as a bare number. The coexistence documentation says they should appear. We asked support about this on 16 September and still had no answer on 22 September. Onboarding was hard as well. Our first support session lasted from 07:53 to 13:31 and ended with no number onboarded. The new signup flow later opened the wrong Meta variant, which has no coexistence step. Review collected by and hosted on G2.com.

What problems is 360Dialog solving and how is that benefiting you?

Our sales team (key account managers, or KAMs) talks to customers on WhatsApp all day, from the WhatsApp Business app on their phones. Those conversations lived only on the phones. We couldn't see them from our systems or link them to customer records, and they would be lost if someone left. 360dialog solves three problems for us.

1. Official access to WhatsApp without building it ourselves. 360dialog is our Business Solution Provider (BSP), the Meta-approved partner that connects us to the WhatsApp Cloud API. We didn't have to become a Meta technology provider or run that infrastructure. One API key per number gives us sending, receiving, media and template management, in the same request format as Meta's own API. Most of our code follows Meta's documentation directly.

2. Salespeople keep their app, and we still capture the conversations. With coexistence, a number stays in the WhatsApp Business app while also being connected to the API. The salesperson works exactly as before. 360dialog forwards every incoming message, and every message sent from the phone, to a webhook on our own server. When we connected the first number, about 9,800 messages of history, going back four and a half months, arrived the same day. We matched that history to 230 customers in our customer database. Conversations that used to exist only on one phone are now in our own database, where we can search them, back them up, and see them on each salesperson's customer timeline. Voice notes are downloaded through 360dialog and transcribed.

3. Sending approved messages from our own tools. Salespeople now send approved WhatsApp templates from inside our sales tool instead of copying text into their phones. All sends go through one server-side route. It holds the 360dialog key and checks consent, the send cap and template approval before anything goes out. We create templates through the API or in the Hub, and we check their approval status every 15 minutes, so a paused or rejected template shows up quickly. As of 22 September, all 11 of these checked sends had gone to 11 different customers and been delivered within seconds.

How that benefits us

- The customer relationship belongs to the company, not to one phone. Conversation history survives staff changes, and managers can see it.

- Salespeople didn't have to change how they work, so we had no adoption fight.

- Outbound messages are controlled. Only approved templates go to customers who have consented, and every send is logged with its delivery receipts.

- We built quickly and cheaply. It took days, not months, to get from sandbox to production sends. The cost is €49 per number per month plus Meta's message rates, billed month to month, so we are not locked in.

Honestly, the benefit is only as stable as the number itself. Meta restricted our coexistence number several times in September, and each time capture and sending stopped until we reconnected. When the number is up, it does what we need. Review collected by and hosted on G2.com.