# UChat
## Welcome to UChat Knowledge Base
Here you can search for supporting information regarding how to use a particular feature of UChat. In case you are unable to find this information, you can engage with UChat community or send us an email and UChat Support will be happy to guide you.
# Line Chatbot
## **How to create Line Chatbot (**[**video**](https://youtu.be/tN3MkraSGQ8)**)**
Line is the recent addition to Uchat channel portfolio. On the UChat dashboard click on the Line channel option available on the left hand side of the screen where all the channels are available.
Once clicked, this will open the Line channel page. On this screen please click on “Add New Line Bot” button as shown in the image below.
A pop-up window will open offering two options.
1- Registration link for Line Business Account for users without an account. (click here to access video guide about how to successfully register and integrate Line account)
2- Three API fields for users with active Line Business Account to enter Line Messaging API keys to successfully integrate the channel.
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To successfully integrate and connect your line account with UChat, the only information that is required is as follows;
1- Channel ID
2- Channel Secret
3- Channel Access Token
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Some users are getting confused about Webhook URL requirement on the Line Business Account and are submitting support tickets. We have created a video guide to show Line registration process. Please click [here](https://youtu.be/eGTldX8zpA0) to access it.
After we enter the required information successfully, we can click on “Add” at the bottom right corner of the pop-up window as shown in the image below.
This successfully integrates Line Business Account with UChat. As shown in the image below, you can click on the “Create Flow” button on the right-hand side (highlighted in red) and start creating your Line Chatbot flow.
### Testing Chatbot Flow
To preview/test the interaction experience we are creating for our audience please follow the steps below.
From the Flow builder page, click on ‘Preview’ at the top.
A pop-up window will open with 2 options (as shown in the image below)
**Open in Line**
it will direct the user to Line's official website, from here you can download the Line Desktop app. Unfortunately, the Line Desktop app does not support “quick reply buttons” and will not be visible.
**QR Code**
Scan the QR code from your Line app on your phone and it will open the chat with a string already populated in the typing section.
Sending this string will open a 24**-**hour testing window between your and your channel. This gives you the freedom to test your flow without worrying about consuming messages from your plan.
The string will look like this; /start -uflow::main::draft::123
You will only be required to scan the QR code once in 24 hours. Within the 24 hour period, every time you click on Preview, it will directly trigger flow in the mobile app.
For additional help and support please engage with the UChat community or send us an email and we will be happy to help.
# Line Business Account Registration
Line Business Account registration is slightly a complex process and to access Messaging API information for UChat, it is important that the entire process is followed correctly.
## How to register for Line Business Account ([video](https://youtu.be/eGTldX8zpA0))
Connecting the Line Business Account with UChat is a slightly difficult task. This guide will provide a step-by-step walkthrough of registering and accessing the Messaging API information inside Line Business Account.
Before we begin, just wanted to clarify one important concern. To connect your Line account with Uchat, you absolutely do not need webhook information from Uchat.
Please visit to start your registration process.
There are two options to sign-up for the Line Business account.
1- Using existing Line account
2- With an email
If you already have a Line account, you can sign-up through it. In this guide, we will sign-up with an email.
Please enter a valid and active email address as Line will send you a sign-up link to complete the registration process.
This is how Line email looks. Click on “Continue” to proceed to the registration process.
The next screen will require
1- Name
2- Password (between 6-12 half-width letters, numbers and symbols)
3- reCaptcha verification
After you enter the required details, you click on “Sign up”.
The next screen will display the sign-up information before your account is created. Please review your information and modify it if required otherwise click on “Sign up” as shown in the image.
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Congratulations, your Line Business account has been created. Click on “Continue” to proceed to your account.
In your official Line Account Manager Dashboard you will be required to create an Official Line account. Please click as shown in the image below (highlighted in red).
On the next page, you are required to complete your Line Official account registration. It will ask for the following information;
1- Account name
2- Email (it should already have your registered email)
3- Company name
4- Industry
4.1- Main industry
4.2- Sub-industry
After you fill in the details and submit the form (page one), the next page shows you the information for confirmation. After reviewing the information, please click on Submit at the bottom of the page as shown in the image below.
Your Line Official account has been created.
From the Home Screen, on the left click on Automatic Responses as **auto-responses are by default on**.
Click on ‘Off’ to turn auto-responses off.
A confirmation pop-up will appear, please click on ‘Disable’.
From your Line Official account dashboard, click on “Setting” at the top right corner to access Messaging API information.
On the ‘Settings’ page go to the ‘Response Settings’ option on the left of the screen. Please make sure that the ‘Response Mode’ is set to ‘Bot’.
On the Account Settings page, Messaging API information can be accessed on the left hand side of the screen as shown in the image below;
For all new sign-ups Messaging API information will be disabled by default and will require activation. To enable Messaging API please click on the “Enable Messaging API” green button.
A “Register Developer Info” pop-up window will appear. You will be required to enter your developer information and once done click at the “Agree” button at the bottom of the pop-up window.
After you click agree, the next screen will display the entered information for your confirmation. Please click “Ok” to proceed with the activation of your Messaging API.
Now, you will be asked to enter the name of the company or the person who will handle this account. Please enter “UChat” as a New Developer as shown in the image below then click “OK” to proceed.
On the next screen, you will be asked for;
1- Privacy Policy
2- Terms of Use
If you have your own links, you can provide them or you can obtain UChat links. UChat links can be found at the bottom of the website. There links are also provided below;
* Privacy Policy ()
* Terms & Conditions ()
After you enter the required information, please click “OK” at the bottom of the pop-up window.
The next screen displays information for your confirmation. If the information is accurate, you can click on “OK” at the bottom of the pop-up window.
Now, a lot of users get confused when they reach Messaging API screen after completing the Messaging API activation process because UChat's Line setting requires the following information to successfully connect Line account with Line Chatbot.
1- Channel Id
2- Channel Secret
3- Channel Access Token
The Messaging API screen has the “Channel ID” and “Channel Secret” information displayed and has an empty Webhook field.
After we successfully complete the registration process and connect to the Line Partner Account with UChat Line Bot, UChat webhook link will automatically appear here.
At this stage, we will continue the registration process to successfully obtain the Channel Secret Key that will complete the UChat requirements.
Please click on the “What is Messaging API” as shown in the image above (highlighted in red). A new tab will open. You will notice that you have switched from “manager.line.biz” domain over to “developers.line.biz” domain.
On the new tab, click on “Start now” button as shown in the image below (highlighted in red).
A new page will open requiring some more information. Nothing to worry about. Simply ignore this form and click on the Admin account you created with Line. This information will be available on the left hand side of the screen as shown in the image below (highlighted in red).
The next page will display the developer profile we created during the Messaging API activation process. Please click on the developer profile.
The developer profile will have different tabs to control the Line account. This is where we will find our information.
Under the “Basic Setting” tab, the very first section is for the Basic Information and this is where we will find our “Channel ID”.
Under the “Basic Settings” tab, right at the bottom the second last option is for “Channel Secret” key.
For “Channel access token” information we will move over to the Messaging API tab from the top. This is the second tab after Basic Settings.
Channel Access Token info can be found right at the bottom of the Messaging API tab. To access the key, please click on Issue as shown in the image below (highlighted in red).
After you click “Issue” to generate Channel Access Token information, it will look like this.
Please copy the three required keys from developer profile as shown in the steps above and enter this information in UChat during creating a Line Chatbot. The information should look like this.
Click “Add” at the bottom right corner, and this will link your Line Business Account with your UChat account.
Now that we have successfully connected UChat Line Chatbot with Line Partner Account, once again we will open Line Partner Account to verify UChat Webhook to ensure our Line Chatbot in UChat works perfectly.
In case, we skip this process, our Chatbot will not work.
UChat webhook information can be verified from the Line Developer Portal we created to access Channel Access Token. *(see Image Below)*
* \#1 click to verify the connection
* \#2 enable the 'Use Webhook' option to activate communication between the Line and UChat Chatbot.
You can now successfully create Line Chatbot and engage with your customers.
If you require further assistance, engage with the UChat community or reach out to UChat.
# Viber Chatbot
Help article about how to connect Viber Partner Account with UChat Viber Channel
## How to Create Viber Chatbot ([video](https://youtu.be/8LB_NoUZF8g))
Viber is another popular messaging app. In this article we will discuss how to link Viber Bot with UChat Viber Channel.
Viber channel can be accessed from the left hand side of the screen where all the channels are listed.
From Viber Channel, click on ‘Add New Viber Bot’. (as shown in the image below)
To create a Viber Chatbot in UChat it is required that we connect Viber Bot (from Viber Partner Account) with UChat by entering Viber Bot Token.
Note: Registering for a Viber Partner account to access Viber Bot Token requires an active Viber account (via Viber app).
To sign-up for Viber Partner account, visit
Enter the number you have registered with your Viber app. Viber will send a 6 digit verification code to your Viber app.
This is how you will receive a 6 digit verification code by Viber in your Viber app.
Enter the 6 digit code sent by Viber to successfully login to the Viber Partner account.
By default the new Viber Partner account will require registration for the Viber Bot account. The down arrow represents the registration form for Bot Account.
Mandatory information required to successfully complete the Bot Account registration is
* Account Image (400px \* 400px)
* Account Name
* Url (it gets auto populated but can also be modified)
* Category
* Subcategory
* Language
* Account Description
* *Website Address (optional)*
* Email address
* Location (plus Country)
* Viber Terms & Conditions.
Once all the required fields are successfully filled please click on the ‘Create’ button at the bottom of the form as shown in the image below (highlighted in Red).
We have successfully created a Viber Bot Account and have access to the Viber Bot Token. We will copy this token and paste it in UChat Viber Channel.
Copy the Viber Bot Token (as shown in the image above) from Viber Partner Account and paste it in the UChat Viber channel. Click ‘Add’ at the bottom right corner of the screen.
We have successfully connected Viber Bot with UChat Viber Channel.
Now click on ‘Create Flow’ to start creating your Viber Chatbot.
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Hope this article was helpful. If you require further assistance please do not hesitate to post in the UChat community or reach out to UChat Support and UChat family will be happy to assist.
# Viber Limitations
**1- Location**
Share location option is only available on mobile phones and not on desktop
**2- File**
The file uploaded by the user will be sent to Viber and UChat will get a URL link for the file. You are unable to put this URL link in a "Send Message - File" because the link from Viber is not a direct file link.
Alternatively, to send the file back to your user, you can use "Send Message - Text" to print the link, the user can tap the link to download the file.
**3- Send Message**
* For Each: JSON should be under 2000 characters.
* Ecommerce: The JSON should be under 2000 characters so you might be unable to list 10 products per page according to your products information length (try 5 or 6 per page).
# How to join UChat affiliate program?
UChat has an affiliate program and it is FREE for everyone to join.
Please note, our affiliate offer and commission changes from time to time. You can find more details on the referral program page in UChat Dashboard.
### **How to enroll in the UChat affiliate program?**
In order to join the UChat affiliate program, you need to have an account with UChat. To register please visit the UChat website at
Get your unique affiliate link Once you log in to your UChat account, at the top right corner, you can find the "referral program" from the drop-down list.
In UChat, there are 2 ways users can get commission fees:
* 20% Agency Commission
* 10% Referral Commission
It is important to understand the difference between a '**UChat User**' and a '**Workspace**'. For more information please [click here](https://docs.uchat.com.au/guide/account.html#workspaces-members).
When a user registers and logs in, they are logging into their account as a '**UChat User**' with their login email address. See the upper right corner (image above) for the current user.
A '**UChat User**' can join many '**Workspaces**'. See the upper left corner (image above) for the current workspace.
### **How to get 20% Agency Commission:**
* **condition:**
The user needs to have an Agency/Agency Plus '**Workspace**' either LTD or a monthly/yearly subscription. Now, when anyone subscribes to UChat under **their custom domain**, they get a 20% commission for each qualified sale. Similarly, if the '**UChat User**' pays for their client's subscription fee, the agency gets 20% off as a discount.
* **how to receive payment:**
From the dashboard of the agency workspace, go to integrations, then select stripe and connect your Stripe account to receive the commission payments.
### **To get 10% Referral Commission:**
* **Condition:**
The user needs to have a '**UChat User**', regardless of the number of '**Workspace**' they are part of or the plan of the '**Workspace**' they are subscribed to, it is not about '**Workspace**', rather it's about the '**UChat User**'. So an Agency '**Workspace**' owner can still access and promote the referral program.
* **How to receive payment:**
On the referral page, go to payouts and set up a PayPal account to receive the commission payments.
Affiliate Assets On the referral program page, you can find:
1. Our affiliate commission policy
2. Your affiliate link
3. Assets including video & image for you to share with your audience
4. Status: you can track how many clicks and sales coming from your affiliate link.
5. Payout: Set up your payment account to receive the payout.
### Affiliate Payout
Our payout policy is below:
1. The payout is paid through a Paypal account.
2. Minimum Payout is $100USD
3. We have 30 days refund policy, so the payout will be any earning older than 30 days.
4. Payout will be 1st of every month. *(if 1st of the month is falling on a weekend or a public holiday then the payment will be made on the next working day after the 1st of the month)*
If you got any questions regarding our affiliate program, you can contact UChat support.
# How to show the true caller phone number?
**Question**
*I set up an IVR with Uchat and Signalwire and it works great. However, when it forwards to a team member's phone, the original caller's phone number isn't visible. It's only our Signalwire phone that appears because that's where the call is being forwarded from. Is there a way to see the caller's logging into Signalwire? Can anyone share their set-up with voice bots forwarding to a phone number?*
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In this document, you will learn how to properly set up to show the caller number when you transfer phone calls.
Please note this is **only available for the Voice channel**
* 2 Options to show the caller ID
By default, when you are transferring phone calls to your agent, the caller ID will show your twilio or SignalWire phone number.
This is for privacy reasons.
However, in some cases, the customer wants to see the real caller ID, then you need to set up as per the below instructions;
* Step 1: Select question node in the flow builder
* Step 2: Select transfer, and then click up the "Advanced settings", and you will see the caller ID option.
Select "Caller Phone Number" then when you are transferring a phone call to your agent, your agent will see the real phone number that called.
{% embed url="" %}
How to show caller phone number for forwarded calls
{% endembed %}
# White Label
Connect your Agency or Partner account with custom domain
## How to set up a Whitelabel domain (video)
In this help document, we will show you how to set up the Whitelabel domain for your agency plan.
**What plan supports Whitelabel?**
The Agency plan or Partner plan allows you to set up your custom domain. If you want to upgrade, please visit the [UChat](https://www.uchat.com.au/) website for more details.
**Checklist to set up your custom domain You will need:**
* Cloudflare free account with your domain already migrated to the Cloudflare account
* UChat Agency or Partner plan.
### Set up custom domain step by step
* **Step 1:**
You should already migrate your domain to the free Cloudflare account, if you haven't already, here is a helpful article [reference](https://developers.cloudflare.com/registrar/get-started/transfer-domain-to-cloudflare) for you to complete the migration.
* **Step 2:**
Login in to your UChat dashboard, in the main workspace, you should be able to find "Agency Settings" from the left panel as per the screenshot below:
* **Step 3:**
Once you open agency settings, you will be able to find the custom domain settings and the value you need to redirect your subdomain to.
**Pointing subdomain to Record Type A**
Currently, you need to point your subdomain to **45.76.126.32**
Let's assume you want to set up your custom domain as below: **chat.domainx.com** to point to UChat.
You need to put the domain as below in the UChat dashboard.
* **Step 4a:**
Now, let's go to the Cloudflare account, you should already migrate the domainx.com to your free Cloudflare account.
In the DNS settings, you need to add a new **A record** with the settings as shown in the picture below;
After you save the record, it should appear like this
Make sure you turn the proxy on in the settings.
Also if you go to SSL/TLS settings in your Cloudflare, you should set the encryption to Flexible.
**Pointing your subdomain to Record Type CNAME**
Currently, you need to point your subdomain to **cname.dfktv.net**
Let's assume you want to set up your custom domain as below: **customdomain.com** to point to UChat.
You need to put the domain as below in the UChat dashboard.
* **Step 4b:**
Now, let's go to the Cloudflare account, you should already migrate the domainx.com to your free Cloudflare account.
In the DNS settings, you need to add a new **A record** with the settings as shown in the picture below;
After you save the record, it should appear like this
* **Proxy Settings**
Make sure you turn the proxy on in the settings.
Also if you go to SSL/TLS settings in your Cloudflare, you should set the encryption to Flexible.
If you follow the instruction above, you should already have your custom domain set up properly.
### FAQ
**What if I am not using Cloudflare?**
We recommend that you use Cloudflare as its free account provides free SSL protection. Also, if you are not using Cloudflare, UChat will not be able to help you troubleshoot your Whitelabel concerns or issues.
Plus migrate to Cloudflare is free, and Cloudflare has more awesome features to offer. we highly suggest you migrate to Cloudflare for ease of setup.
# How to get help?
In this help document, you will learn how to get help and also how to submit a support ticket.
Knowledge base UChat have very good documented help documents, you can find most of your answers here:
More and more content is added daily.
### **YouTube Channel**
UChat always publishes new videos about training, tutorials, feature releases, tricks & tips.
You can subscribe to our youtube channel, and always stay up to date.
We also set up the playlist you can get started right away.
* [Basic Course Playlist](https://www.youtube.com/watch?v=BHI_wcNtfdc\&list=PLYV-IhQ_GwTPDYMWeZkDEqMyAF6qJfZ3B)
* [Intermediate Course Playlist](https://www.youtube.com/watch?v=vvoQ3MMhRV0\&list=PLYV-IhQ_GwTOiKpCtYCbgMS2s3UvaBAgp)
* [Advanced Course Playlist](https://www.youtube.com/watch?v=GzfU_QSpDPc\&list=PLYV-IhQ_GwTNYoJldjNizVFP_otOeU7gv)
### **UChat Academy**
UChat is also offering UChat academy, where you can learn about different feature**s** & functions of UChat in a more structured way. *(*[*more details here*](https://blog.uchat.com.au/academy/)*)*
### Docs/Help Center
UChat offers Docs and Help portals to consult and seek guidance.
* [Docs](https://help.uchat.com.au/www.docs.uchat.com.au)
* [Help](https://help.uchat.com.au/www.help.uchat.com.au)
### **UChat Facebook Group**
UChat has a booming & active Facebook Group. You can always ask questions about anything you want in our Facebook Group.
We encourage our group members to ask questions in our Facebook group directly if it's not a bug-related question.
If you haven't already, you can join our Facebook group by [*clicking here*](https://www.facebook.com/groups/uchat.com.au/).
### **Submit a support ticket**
Last but not least, you can submit a support ticket right in your dashboard.
We encourage you to submit the support ticket regarding the bugs you experience & account issues.
For the bug-related issues, we need detailed (and step by step) instructions or videos to understand the structure of the flow and the root cause of the issue to be able to provide a quick resolution.
To be able to provide effective and timely resolution, it is important that all Support emails include the following information;
* Detailed description
* Video (preferred) / Screenshots of the concern
* Consent to confirm If you allow UChat Support to access your Workspace to investigate the issue and to conduct tests on your behalf.
In the UChat dashboard, you can find the email link at the top right corner. Please follow the instruction below
{% embed url="" %}
*How to find UChat Support email*
{% endembed %}
# Error log in Instagram channel
### Error 613
***Error sending payload: 2534040 (#613)**: The rate limit has exceeded. Please retry again after some time.*
**Recommendation:** Facebook and Instagram have rate limits according to the number of followers. This error occurs when your follower amount surges in a short period.
### Error 100
***Error sending payload: 2534001 (#100):** The thread owner has archived or deleted this conversation or the thread does not exist.*
**Recommendation:** this error usually happens if the subscriber deletes the chat. In that case, it means they do not want to receive any more messages
# Add Facebook Chat widget to the website
How to add a Chat widget to your website
In this document, you will learn how to add a live chat widget to your website. Currently, we support you to add a Facebook Messenger chat widget to your website or landing pages.
Create a Customer Chat widget You can go to your Facebook Messenger channel, and then go to Tools, and in the widget section, you can create a new widget.
Select Customer Chat in the dropdown, as per the instruction below:
{% embed url="" %}
### Widget Settings
* **Opt-in Flow**
You can easily set up which of the chatbot flows you want to trigger when the user starts a live chat.
Simply choose a sub-flow, and select the flow you want to trigger.
{% embed url="" %}
* **Install Javascript Snippet**
When you click the Install Javascript snippet button, it should popup the window below:
{% embed url="" %}
You should copy the script and paste the script to the header of your website or landing page.
Also, make sure your domain is authorized as well. If not, you can add your domain to the Authorize website section.
After you install the code to your website, refresh the page, the chatbot icon should show up on the website.
* **Customize the chat icon color**
There are extra options to customize the color of the chat icon.
{% embed url="" %}
You can use the hex code to match your brand. Please note the preview will not change, but it will take effect on the live website.
* **Set up different greeting messages for logged in or logged out user**
You can also set up different greeting messages for the login/logged-out user.
{% embed url="" %}
* **Configure when your chat icon should show up**
in these settings, you can set up the time delay and also the open behavior of the chatbot icon.
You can choose to simply show the messenger bubble icon or you can choose to open the chat window when the page loads.
{% embed url="" %}
Please note that this will only show up when the customer is visiting your website for the first time.
* **Turn on/off of the guest mode**
Guest mode is enabled by default for every Facebook page. To disable this feature use the link mentioned on the page, scroll down to the “Add Messenger to your website” section and click the “Get started” button. In the opened window you’ll need to find the “Let People Chat as a Guest” setting and disable the corresponding toggle.
{% embed url="" %}
Please note, you will see the option if you are the owner of the page.
The detailed instruction to turn off/on guest chat is below:
{% embed url="" %}
# Why my customer feedback request is not showing?
To send a customer feedback request, please make sure that:
* The user has interacted with you (your bot) within the last 24 hours *(once feedback request is received they can provide the feedback within up to 7 days)*
* Do you have the correct privacy policy URL?\
You need a privacy policy URL of your own business, not one from UChat. Also, make sure it starts with "https\://". See screenshots below,
* For more details please check this Facebook Document: <[click here](https://developers.facebook.com/docs/messenger-platform/send-messages/templates/customer-feedback-template/)>
# How to turn off the Guest user option on Facebook.
The following steps can only be performed by the page owner, these settings are not visible to page admins.
To turn off the guest user feature please follow the steps below;
1- Go to your Facebook page
2- Click on Settings from the left menu
3- Go to 'Messaging' (second option from the top)
4- Scroll down to 'Add Messenger to your website' and click on 'Get Started'
5- Click on '**Customise your Chat plugin**'
6- Turn off the Guest chat option
7- Click 'Publish' at the bottom right corner of the screen and the settings will be live.
# Whatsapp integration with 360dialog
### **For UChat**
it depends on which plan you choose for your workspace, please refer to this pricing page for guidance:
We are soon having a new, more flexible pricing. Will release on this month. Please wait and check.
### **For 360Dialog**
You can have a special offer which is just $5 per month.
Start with a new number:
Migrate your number:
**To create a WhatsApp chatbot with 360Dialog:**
# Cannot add my number to Voice/SMS channel
Answer:
Are you using Twilio?
Have you used this number to create a WhatsApp bot? If yes, you will need to delete the WhatsApp bot and remove the connection on the WhatsApp channel. Then add the number again in Voice and SMS channel.
You can use the same number on both Voice and SMS channels but these 2 are incompatible with the WhatsApp channel.
A Twilio number connected with UChat Whatsapp bot cannot be used for anything else.
# How to add URL button in WhatsApp Channel
WhatsApp Official API doesn't support URL button, you can try:
1. print out the URL using text message, it's clickable if you don't mind exposing the link
2. use a third-party short URL service to hide the link if you don't want to expose the link
3. use WhatsApp template message (in the flow, go "Contents" - "Message Templates")
# Why Telegram User Menu is not showing
While creating a Telegram user menu, the “Command” field can only have lower case characters that will ensure the user menu is visible. With upper case letters, the user menu will not be displayed in the chatbot but user menu commands will still be functional.
To display the user menu to your audience please modify the menu setup accordingly.
# User-uploaded media
By default the user uploaded media is stored on UChat servers and can be accessed via a link pointing to that media location on UChat servers. It is stored for 24 hours.
It is encouraged to save your data on your data stores to ensure availability when needed.
Also, UChat offers integration with Cloudinary cloud storage. It is free to sign up for their basic plan. Once we have the feature available, you will be able to automatically save user data to your Cloudinary account using the "action to transfer" step.
# Set Variable Value is Not Working
The set variable “***input value***” feature does not support math operation. Let's say the user need to calculate "number + 1",
So if the user wants to perform a calculation of “***number +1***” the correct feature to use is “***math: add (+)***”. Please refer to the image below;
Also, if you want to perform a higher number of calculations then we would suggest to use “***JavaScript Function***”.
# Workspace Timezone Setting
In workspace settings, under workspace name, the timezone dropdown includes timezones along with city names.
The city name is only for reference to help you select the correct timezone. Please do not worry about which city name is saved. As long as the timezone is correct, should be fine.
# 360Dialog Pricing - new number VS number porting
**New number**
Register with 360Dialog with a new number, this way 360Dialog charge you directly for a monthly API usage fee of $5 + charging for conversations meeting the 360Dialog pricing terms.
**Migrate a number**
If you migrate your number to UChat via 360Dialog, you are charged by UChat and 360Dialog will charge UChat. UChat will have to separately bill you for conversations outside the free limit.
**UChat will charge you $20/month for manually managing your billing with 360Dialog.**
**Official API Charges**
*$5/month price is a base price. If you send template messages, the price increase according to your usage.* [*360Dialog Pricing*](https://hub.360dialog.com/lp/consent/360dialog-payment?partnerId=t94o8DPA)
### **Verdict**
We recommend that subscribers sign-up with 360Dialog and register a new number to eliminate any confusion in billing, to avoid having multiple payment dates and also to avoid extra $20/month charges.
# Why inbound webhook not sending flow? Why SMS/Voice bot not working?
If your SMS or Voice inbound webhook creates a user but does not send the flow to the user.
One possible reason is that this phone number has been connected to another workspace.
When you disconnect your Twilio account in a workspace, also remember to disconnect the phone number. Otherwise, even the number can be successfully connected to a new workspace, the bot won't work.
# Why time value is incorrectly saved?
Only add format when you need to display a date/time value.
While setting up, using a display string will cause an error and the action will not trigger as intended.
# FAQ: 2018062 (#100) The URL provided is not whitelisted for messenger extensions
Are you using Question Step - Date/Datetime step in Agency Account with white-label domain?
If yes, you can choose one of the following solutions to solve this:
1. reconnect your Facebook account by heading to the Facebook channel on your dashboard, then hit the "Reconnect" button.
2. if the above solution didn't add the domain automatically, please manually add "[bot.dfktv2.com](http://bot.dfktv2.com/)" to your whitelisted website in your Facebook bot, see the screenshot about how to implement it:
# FAQ: Why Facebook bot (chat widget) didn't respond?
For privacy issues, even users login as their own Facebook profiles. Facebook sends their first one to two messages still with a Guest profile to UChat.
User IDs of guests and real users are different. This causes a problem that, Facebook sends both a guest ID and real user ID to UChat for the same person and it doubles the conversation.
Unfortunately, this issue has been there for a long time. UChat has tried to do something to improve this. We made an improvement to detect and delete a fake guest. This solves the double conversation issue but results in a new issue that the bot sometimes take 2-3 messages to activate the real conversation.
Our UChat support bot is suffering from the issue as well. This is what I put as the first message on my chatbot:
The 2-3 messages need to be manually input instead of button press. Once Facebook gives us your real Facebook profile, the conversation is activated and the bot can act normally.
Sorry about any inconvenience the issue might cause. We suggest that, for now, you can setup the first message to guide the users on how to activate the conversation like we do.
We will try our best to think of other solutions or contact Facebook about this. Thank you for your patience and understanding.
# FAQ: Why voice bot didn't call users
If you are using an inbound webhook to generate a voice bot user and call the user, the user is successfully created but the phone call didn't fire, please check your geo settings in your Twilio account. Sometimes you will need to unlock the geo restriction to call a certain number.
# FAQ: What will happen when I exceed the bot user limit on the workspace?
First of all, UChat has an "**auto clean up bot user**" feature which can help you control the bot user amount and prevent exceeding the "bot user limit" on your workspace.
Please check this tutorial about how to use the "**auto clean up bot user**" feature:
In the case you didn't set up any auto clean up:
**if your workspace is an LTD workspace:**
* your bot users will be automatically cleaned up based on their last interaction time, the oldest first.
**if your workspace has a monthly or yearly subscription:**
* your workspace bot user limit will be increased automatically and therefore, your subscription fee increased.