Extending the Power of Dynamics 365 Customer Service with WhatsApp

Updated: Apr 22

Integrating D365 & WhatsApp to create an additional channel for customer contact.


April 21, 2021


The amount of messaging apps available to customers is astounding. Facebook Messenger, Twitter and Instagram DMs, Snapchat chats, Skype, WhatsApp, and dozens of others are allowing users to connect with each other anytime, anywhere, and from any device. For businesses, this has brought on additional challenges as they must alter their customer experience to include new platforms.


One of the most popular messaging apps is WhatsApp, a platform that allows users to make phone calls, send text messages, and host video calls from both mobile and desktop devices. The app has two billion users in over 160 countries and sends on average 65 billion messages per day. The numbers are clear—the app is not going away and organizations must find a way to integrate the app into their customer experience and business processes.





Businesses can capitalize on connecting with WhatsApp users across the globe by integrating the app into Dynamics 365, opening a channel of communication for customers who prefer to use this messaging platform. With this integration, customer service agents have the flexibility of responding to chat interactions not only from their desktop, but directly from a supported smartphone with the D365 Omnichannel app.


About WhatsApp


Launched in 2009, WhatsApp is a popular cross-platform messaging and calling application for mobile devices. The app works on a number of computer and phone operating systems and relies on both Wi-Fi and cellular data to perform one-way or group calls anywhere in the globe. WhatsApp lets you make phone calls, send or receive messages, files, photos, and videos completely free.


Integration Prerequisites


Prior to integrating WhatsApp with D365, administrators must configure WhatsApp through Twilio, a cloud communication PaaS that connects the two tools. It’s crucial that Twilio settings are enabled so data can be shared back and forth. Access to Dynamics 365 Omnichannel for Customer Service is also needed.




Integration Instructions and Use


Once Twilio has been configured, enable a sandbox add-in and use the information on Twilio to connect WhatsApp to Dynamics 365.


Once a message is sent to you in Omnichannel for Customer Service, the customer service agent will receive a WhatsApp notification and can accept the chat. The interaction channel will open on their side and the agent can respond to the customer’s WhatsApp directly out of Dynamics 365 on their desktop or the D365 Omnichannel App for their supported mobile devices. Agents can also view chat interaction histories in the Open Work Items on the dashboard and in the events timeline.


Dynamics 365 CRM


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