360dialog WhatsApp Business API

WhatsApp Business API Number Setup

360 Client and Partner Hub

Partner API

Partner Webhooks

360dialog Infrastructure

Meta / Facebook WhatsApp Business API (Message Delivery)

WhatsApp Business Account Management (FB Business Manager)

Embedded Signup

Meta / Facebook Infrastructure

Some disruptions to template manager / template API 

We are aware of an issue that is impacting our template management API (4xx errors on template creation). Our engineering team is currently investigating the issue.

We are aware of an issue that is impacting our template management API (4xx errors on template creation). Our engineering team is currently investigating the issue.


Our Template Manager UI and Template API has been updated with the replacement Template categories.

Our Template Manager UI and Template API has been updated with the replacement Template categories. 

Currently, the 3 new Template Category Types are not supported in the 360 Hub API: 
<ul>
<li>TRANSACTIONAL</li>
<li>MARKETING</li>
<li>OTP</li>
</ul>
If you are using the API to create templates, please continue to use the existing categories. 
<ul>
<li>ACCOUNT_UPDATE</li>
<li>ALERT_UPDATE</li>
<li>APPOINTMENT_UPDATE</li>
<li>AUTO_REPLY</li>
<li>ISSUE_RESOLUTION</li>
<li>PAYMENT_UPDATE</li>
<li>PERSONALFINANCEUPDATE</li>
<li>RESERVATION_UPDATE</li>
<li>SHIPPING_UPDATE</li>
<li>TICKET_UPDATE</li>
<li>TRANSPORTATION_UPDATE</li>
</ul>
Also, Templates created in Meta Business Manager with the new category types cannot imported into the 360Hub at this time.

Currently, the 3 new Template Category Types are not supported in the 360 Hub API: 

- TRANSACTIONAL
- MARKETING
- OTP

If you are using the API to create templates, please continue to use the existing categories. 

- ACCOUNT_UPDATE
- ALERT_UPDATE
- APPOINTMENT_UPDATE
- AUTO_REPLY
- ISSUE_RESOLUTION
- PAYMENT_UPDATE
- PERSONAL_FINANCE_UPDATE
- RESERVATION_UPDATE
- SHIPPING_UPDATE
- TICKET_UPDATE
- TRANSPORTATION_UPDATE

Also, Templates created in Meta Business Manager with the new category types cannot imported into the 360Hub at this time. 

Some disruptions to the 360dialog Hub & WhatsApp API

We are aware of an issue that may be impacting the loading speeds of the 360dialog Hub and APIs. Clients may be experiencing delays while loading pages, searching and performing other actions in the 360dialog Hub. Our WhatsApp API messaging speeds may also be slightly degraded. 
Our engineering teams are investigating these issues now.
Please wait for new updates, which will be shared here as soon as they are available.
We do not have an ETA for resolution at the moment.

We are aware of an issue that may be impacting the loading speeds of the 360dialog Hub and APIs. Clients may be experiencing delays while loading pages, searching and performing other actions in the 360dialog Hub. Our WhatsApp API messaging speeds may also be slightly degraded. 
Our engineering teams are investigating these issues now.
Please wait for new updates, which will be shared here as soon as they are available.
We do not have an ETA for resolution at the moment.

We have identified the issue. Our engineering teams working to resolve the issue as quickly as possible.
Symptoms update: Clients &amp; Partners may get 504 Gateway Time-out errors when making calls to the 360dialog Hub API.

We have identified the issue. Our engineering teams working to resolve the issue as quickly as possible.

Symptoms update: Clients & Partners may get 504 Gateway Time-out errors when making calls to the 360dialog Hub API. 

We are applying a fix and testing. ETA to resolution ~1 hour.

We are applying a fix and testing. ETA to resolution ~1 hour. 

We have deployed a fix. The system functionality is now restored.

We have deployed a fix. The system functionality is now restored. 

The incident is now resolved. The issue was caused from unexpected load balancing issues due to increased traffic. Clients &amp; Partners should now be able to use the 360dialog Hub &amp; APIs as normal.

The incident is now resolved. The issue was caused from unexpected load balancing issues due to increased traffic. Clients & Partners should now be able to use the 360dialog Hub & APIs as normal.

Problems with messaging

The issue is now resolved for the vast majority of setups.
We have monitoring in place to proactively fix the issue in the rare cases it still happens.
If you experience a problem related to this incident, please create a Support Ticket with us (Category: Messaging Has Completely Stopped Working) and we will assist you.

The issue is now resolved for the vast majority of setups.

We have monitoring in place to proactively fix the issue in the rare cases it still happens.

If you experience a problem related to this incident, please create a Support Ticket with us (Category: Messaging Has Completely Stopped Working) and we will assist you.

We are seeing that a small percentage of stacks are still having issues related to the incident reported by Meta on Tuesday.
The clients affected by the issue get errors similar to <code>{"error":"HTTPSConnectionPool(host='x', port=443): Read timed out. (read timeout=20)"}</code> and {<code>"meta":{"version":"v2.39.4","api_status":"stable"},"errors":[{"code":1014,"title":"Internal error","details":"Connection timed out. Please check if wacore is running: 10.0.14.50:6250"}]}</code>.
We are in contact with Meta's support to find the underlying causes and fix the issue.
If you are affected by this issue, please create a Support Ticket with us (Category: Messaging Has Completely Stopped Working) and we will prioritize the restart for you.

We are seeing that a small percentage of stacks are still having issues related to the incident reported by Meta on Tuesday.

The clients affected by the issue get errors similar to `{"error":"HTTPSConnectionPool(host='x', port=443): Read timed out. (read timeout=20)"}` and {`"meta":{"version":"v2.39.4","api_status":"stable"},"errors":[{"code":1014,"title":"Internal error","details":"Connection timed out. Please check if wacore is running: 10.0.14.50:6250"}]}`.

We are in contact with Meta's support to find the underlying causes and fix the issue.
If you are affected by this issue, please create a Support Ticket with us (Category: Messaging Has Completely Stopped Working) and we will prioritize the restart for you.

Problems affecting client and partner hub access

We are receiving reports that clients and partners are experiencing difficulties in accessing our 360dialog hub. This also appears to be affecting new account submission.
We are currently investigating this incident.

We are receiving reports that clients and partners are experiencing difficulties in accessing our 360dialog hub. This also appears to be affecting new account submission.

We are currently investigating this incident.

The issue has now identified. Partner and client hub access should now have been restored.

The issue has now identified. Partner and client hub access should now have been restored.

The issue has now been resolved. 360dialog hub access is now fully operational again.

The issue has now been resolved. 360dialog hub access is now fully operational again.

Some disruptions to Messaging Service

We are aware of an issue that is impacting the WhatsApp API messaging service. Some users are reporting 502 errors when attempting to send messages. Our engineering team is currently investigating the issue.

We are aware of an issue that is impacting the WhatsApp API messaging service. Some users are reporting 502 errors when attempting to send messages. Our engineering team is currently investigating the issue.


Our engineering team is working on this issue and we will update again as soon as possible.

Our engineering team is working on this issue and we will update again as soon as possible. 


We have identified the issue and are testing a potential solution.

We have identified the issue and are testing a potential solution. 

Messaging service is restored. We are continuing to monitor the situation.

Messaging service is restored. We are continuing to monitor the situation. 

The issue is now resolved. 
At approx 8:03am CEST we had an issue with our API which impacted message delivery. 
Our Engineering Team was alerted and immediately launched an investigation. 
At 10:17am CEST a solution was deployed and the messaging service was restored.
By 10:46am CEST the messaging service had completely stabilized. 
We have rolled back to a stable API version and are taking steps internally to prevent a reoccurrence.

The issue is now resolved. 

At approx 8:03am CEST we had an issue with our API which impacted message delivery. 
Our Engineering Team was alerted and immediately launched an investigation. 
At 10:17am CEST a solution was deployed and the messaging service was restored.
By 10:46am CEST the messaging service had completely stabilized. 

We have rolled back to a stable API version and are taking steps internally to prevent a reoccurrence.  


Issue with Template Creation

The issue around template creation and submission has been resolved.

The issue around template creation and submission has been resolved.

We are aware of an issue that is impacting the Template Creation Process. Our engineering team is currently investigating it and we'll update again as soon as possible.

We are aware of an issue that is impacting the Template Creation Process. Our engineering team is currently investigating it and we'll update again as soon as possible. 

Upon the team's investigations we've identified the issue in an API rate limiting applied towards 360dialog from Meta. Our infrastructure has received high loads on the Partner API endpoint for creating message templates, which can not be propagated through Meta's systems, and is therefore getting blocked.
We've applied some temporary changes in how we interact with Meta's infrastructure and continue to monitor the issue.
New templates can still be submitted via the WhatsApp API, and will be synced to the 360 Client and Partner Hubs afterwards. View WhatsApp API endpoint documentation on docs.360dialog.com

Upon the team's investigations we've identified the issue in an API rate limiting applied towards 360dialog from Meta. Our infrastructure has received high loads on the Partner API endpoint for creating message templates, which can not be propagated through Meta's systems, and is therefore getting blocked.

We've applied some temporary changes in how we interact with Meta's infrastructure and continue to monitor the issue.

New templates can still be submitted via the WhatsApp API, and will be synced to the 360 Client and Partner Hubs afterwards. View WhatsApp API endpoint documentation on docs.360dialog.com

Some disruptions to Messaging

We are aware of an issue that is impacting our messaging service. Our engineering team is currently investigating it with priority and we&#39;ll update again as soon as possible.

We are aware of an issue that is impacting our messaging service. Our engineering team is currently investigating it with priority and we'll update again as soon as possible. 


We have fixed the issue. 
We are continuing to monitor the situation.

We have fixed the issue. 
We are continuing to monitor the situation. 

The issue is now resolved ✅
Due an incident in our Redis cluster, our Callback Service stopped working properly. Actions were taken and operability of services has been normalized.

The issue is now resolved ✅

Due an incident in our Redis cluster, our Callback Service stopped working properly. Actions were taken and operability of services has been normalized.



360dialog Hub issue

We are aware of a loading issue with the 360dialog Hub. Our engineering team is currently working on this issue.

We are aware of a loading issue with the 360dialog Hub. Our engineering team is currently working on this issue. 

The issue is resolved for all Clients &amp; Partners. 
<hr />
Dear customers,
In the morning of the 17th June our infrastructure was affected by a DDos attack in 2 waves. During the first wave our system could withstand the attack but responded much slower than usually. The 2nd wave took large parts of our system unreachable until our infrastructure team was able to detect the pattern and filter the malicious traffic. Since 15:32 UTC all systems are reachable again. We apologise for the problems it created to our customers and we are already working together with the Google Cloud team to be better prepared for future DDos attacks in this dimension and even beyond.
Robert Konopka
CTO - 360dialog

The issue is resolved for all Clients & Partners. 

---

Dear customers,
In the morning of the 17th June our infrastructure was affected by a DDos attack in 2 waves. During the first wave our system could withstand the attack but responded much slower than usually. The 2nd wave took large parts of our system unreachable until our infrastructure team was able to detect the pattern and filter the malicious traffic. Since 15:32 UTC all systems are reachable again. We apologise for the problems it created to our customers and we are already working together with the Google Cloud team to be better prepared for future DDos attacks in this dimension and even beyond.
Robert Konopka
CTO - 360dialog

The issue is resolved for all Clients &amp; Partners.

The issue is resolved for all Clients & Partners. 


We are aware of the logging issue with the 360dialog Hub. Auth0 has an outage, which affects the logging

We are aware of the logging issue with the 360dialog Hub. Auth0 has an outage, which affects the logging

Some disruptions to Embedded Signup flow

We are receiving reports that some users are unable to launch the Embedded Signup flow. Our engineering teams are investigating this issues now.
Please wait for new updates, which will be shared here as soon as they are available.
We do not have an ETA for resolution at the moment.

We are receiving reports that some users are unable to launch the Embedded Signup flow. Our engineering teams are investigating this issues now.
Please wait for new updates, which will be shared here as soon as they are available.
We do not have an ETA for resolution at the moment.


We have identified the issue. 
Please wait for new updates, which will be shared here as soon as they are available.
We do not have an ETA for resolution at the moment.

We have identified the issue. 
Please wait for new updates, which will be shared here as soon as they are available.
We do not have an ETA for resolution at the moment.


We are aware that the issue is not yet resolved for all users. 
We will update again shortly.

We are aware that the issue is not yet resolved for all users. 
We will update again shortly. 

We have deployed a fix and are continuing to monitor for further issues.

We have deployed a fix and are continuing to monitor for further issues. 

We experienced an issue which some nodes could not restart in the usual time. This incident was related to previously unseen behavior in unavailability of nodes within our setup. This resulted in an &quot;internal server error&quot; response when trying to perform basic operations such as message sending. The issue started at ~2am UTC and was corrected ~7am UTC. All affected numbers resumed messaging as normal.

We experienced an issue which some nodes could not restart in the usual time. This incident was related to previously unseen behavior in unavailability of nodes within our setup. This resulted in an "internal server error" response when trying to perform basic operations such as message sending. The issue started at ~2am UTC and was corrected ~7am UTC. All affected numbers resumed messaging as normal.

Conversation info / balance functionality under maintenance

The Insights functionality is under maintenance and is scheduled for completion by the end of the week.

The Insights functionality is under maintenance and is scheduled for completion by the end of the week. 

Our engineering team are still working on this feature.

Our engineering team are still working on this feature. 

The issue around retrieving conversation usage information and balance top up has been resolved. Clients owning numbers with $/€0.00 funds will be noticed in order to top up their balance before blocking will be reinstated.

The issue around retrieving conversation usage information and balance top up has been resolved. Clients owning numbers with $/€0.00 funds will be noticed in order to top up their balance before blocking will be reinstated.

Balance and pre-payment functionality has been restored. 
There are a small number of accounts that have reported an incorrect balance - we are continuing to work on these.

Balance and pre-payment functionality has been restored. 
There are a small number of accounts that have reported an incorrect balance - we are continuing to work on these. 

Pre-payment and Balance functionality has been restored. If you have any issues or queries in relation to your account Balance, please create a ticket for our Support Team.

Pre-payment and Balance functionality has been restored. If you have any issues or queries in relation to your account Balance, please create a ticket for our Support Team. 

Due to maintenance, some users cannot see conversation statistics in the 360 Hub and funds cannot be added for conversation pre-payment. Until the maintenance is complete, the statistics graphs and balance information will be unavailable. Numbers with $/€0.00 funds will not be blocked.

Due to maintenance, some users cannot see conversation statistics in the 360 Hub and funds cannot be added for conversation pre-payment. Until the maintenance is complete, the statistics graphs and balance information will be unavailable. Numbers with $/€0.00 funds will not be blocked.

Some disruption to the messaging service

We are aware of an issue that is impacting messaging a small set of numbers.
The team has identified the problem and is working on a fix and we will update again as soon as possible.

We are aware of an issue that is impacting messaging a small set of numbers.

The team has identified the problem and is working on a fix and we will update again as soon as possible. 

The team has identified the issue and has deployed a fix.
The issue is resolved.

The team has identified the issue and has deployed a fix.

The issue is resolved.

Issue affecting MultiConnect instances

We are currently aware of an issue affecting our MultiConnect instances. 
Affected numbers will get an error &#x60;error&quot;:&quot;HTTPSConnectionPool(host&#x3D;&#39;x&#39;, port&#x3D;443): Max retries exceeded with url: &#x2F;v1&#x2F;messages&#x60; when trying to send messages. Our Engineering team is currently investigating.

We are currently aware of an issue affecting our MultiConnect instances. 
Affected numbers will get an error `error":"HTTPSConnectionPool(host='x', port=443): Max retries exceeded with url: /v1/messages` when trying to send messages. Our Engineering team is currently investigating. 

We have identified the issue and are working on a fix.

We have identified the issue and are working on a fix. 

We are receiving reports that Users are receiving error responses when trying to create Media Templates. 
&#x60;&#x60;&#x60;
\&quot;message\&quot;:\&quot;HSM Template creation failed\&quot;,
\&quot;type\&quot;:\&quot;OAuthException\&quot;,
\&quot;code\&quot;:200002,
\&quot;errordata\&quot;:\&quot;UserKarmaFilter \&quot;,
\&quot;errorsubcode\&quot;:2388109,
\&quot;istransient\&quot;:false,
\&quot;errorusertitle\&quot;:\&quot;Message Cannot Be Submitted\&quot;,
\&quot;erroruser_msg\&quot;:\&quot;This message template cannot be created.\&quot;,
&#x60;&#x60;&#x60;
This error response is coming directly from Meta servers. We have an open case with Meta Direct Support. We are awaiting for their feedback about the issue.

We are receiving reports that Users are receiving error responses when trying to create Media Templates. 

```
\"message\":\"HSM Template creation failed\",
\"type\":\"OAuthException\",
\"code\":200002,
\"error_data\":\"UserKarmaFilter \",
\"error_subcode\":2388109,
\"is_transient\":false,
\"error_user_title\":\"Message Cannot Be Submitted\",
\"error_user_msg\":\"This message template cannot be created.\",
```

This error response is coming directly from Meta servers. We have an open case with Meta Direct Support. We are awaiting for their feedback about the issue.

We are continuing to work with WhatsApp&#39;s Integration Support Engineering team to resolve this issue. We will update again as soon as possible.

We are continuing to work with WhatsApp's Integration Support Engineering team to resolve this issue. We will update again as soon as possible. 

360 Hub issue - export file missing data

Some Partners are reporting missing data when exporting data files. We are aware of the issue and are currently investigating it. 
In the meantime, we recommend that you use our <a href="https://360dialog.stoplight.io/docs/360dialog-partner-api/b3A6MjQ1ODg2OTU-get-partner-s-channels" rel="noopener noreferrer" target="_blank">Partner API</a> to retrieve the data.

Some Partners are reporting missing data when exporting data files. We are aware of the issue and are currently investigating it. 

In the meantime, we recommend that you use our [Partner API](https://360dialog.stoplight.io/docs/360dialog-partner-api/b3A6MjQ1ODg2OTU-get-partner-s-channels) to retrieve the data. 

360 Hub issue - Unable to update the Profile Image

We are receiving some reports that there is an issue with the Profile Info section 
(such as Error: 403 GET https:&#x2F;&#x2F;www.googleapis.com&#x2F;storage&#x2F;v1&#x2F;b&#x2F;360publicuploads?projection&#x3D;noAcl: logos-uploading@messagepipe-hub-production.iam.gserviceaccount.com does not have storage.buckets.get access to the Google Cloud Storage bucket.&quot;,&quot;http_code&quot;:400,&quot;success&quot;:false}} 
We are currently investigating.

We are receiving some reports that there is an issue with the Profile Info section 

(such as Error: 403 GET https://www.googleapis.com/storage/v1/b/360_public_uploads?projection=noAcl: logos-uploading@messagepipe-hub-production.iam.gserviceaccount.com does not have storage.buckets.get access to the Google Cloud Storage bucket.","http_code":400,"success":false}} 

We are currently investigating.

The issue is resolved. 
<hr />
RCA
Dear customers,
In the morning of the 17th June our infrastructure was affected by a DDos attack in 2 waves. During the first wave our system could withstand the attack but responded much slower than usually. The 2nd wave took large parts of our system unreachable until our infrastructure team was able to detect the pattern and filter the malicious traffic. Since 15:32 UTC all systems are reachable again. We apologise for the problems it created to our customers and we are already working together with the Google Cloud team to be better prepared for future DDos attacks in this dimension and even beyond.
Robert Konopka
CTO - 360dialog

The issue is resolved. 

---

RCA

Dear customers,
In the morning of the 17th June our infrastructure was affected by a DDos attack in 2 waves. During the first wave our system could withstand the attack but responded much slower than usually. The 2nd wave took large parts of our system unreachable until our infrastructure team was able to detect the pattern and filter the malicious traffic. Since 15:32 UTC all systems are reachable again. We apologise for the problems it created to our customers and we are already working together with the Google Cloud team to be better prepared for future DDos attacks in this dimension and even beyond.
Robert Konopka
CTO - 360dialog  

We are receiving more reports of problems with the messaging service (502 &#x2F; 504 errors). Our engineering team is currently investigating it and we&#39;ll update again as soon as possible.

We are receiving more reports of problems with the messaging service (502 / 504 errors). Our engineering team is currently investigating it and we'll update again as soon as possible. 


Our engineering team is working on this issue and we will update again as soon as possible.

Our engineering team is working on this issue and we will update again as soon as possible.

Some disruptions to 360 Client Hub and 360 Partner Hub

We are aware of an issue that is impacting our 360 Client Hub and 360 Partner Hub. Our engineering team is currently investigating it and we&#39;ll update again as soon as possible. 
This reported incident has no influence on message delivery.

We are aware of an issue that is impacting our 360 Client Hub and 360 Partner Hub. Our engineering team is currently investigating it and we'll update again as soon as possible. 

This reported incident has no influence on message delivery.

There was a problem deployment which greatly impacted the loading times of the 360dialog Hub API. The deployment was fixed and the issue is resolved for all Clients and Partners.

There was a problem deployment which greatly impacted the loading times of the 360dialog Hub API. The deployment was fixed  and the issue is resolved for all Clients and Partners. 

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All systems operational

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