How to Integrate Dynamics 365 Customer Service with WhatsApp for Improved Customer Service

Integrating WhatsApp with Dynamics 365 provides users with a familiar platform and businesses with powerful customer insights. 

Thanks to its free services and ease of use, WhatsApp has become a major messaging platform throughout the world. With more than 2 billion users scattered across the globe, the platform sends more than 60 billion messages every day. Due to the rise in popularity, many businesses have incorporated the app into their customer services processes, providing users with a fast, familiar way to communicate with representatives.  

With thousands of messages sent back and forth between customers and brands, it’s crucial to have a scalable, versatile CRM system to store and analyze every text message, phone call, and video chat happening within WhatsApp. This provides companies with easy access to the valuable data, trends, and patterns contained in these interactions.  

Microsoft Dynamic 365 (D365) is one of the best CRM systems available. With its potent third-party integration, organizations can integrate WhatsApp with D365. This integration enables customers to continue to use their preferred messaging platform and customer service representatives with the ability to respond to chats from both their desktop or supported smartphone devices via the D365 Omnichannel app. 

What is WhatsApp? 

A free messaging platform, WhatsApp was one of the first applications that allowed users to send internet-based messages. The app relies on Wi-Fi to send text or voice messages, files, or photos, make or receive phone calls, or host video chats. WhatsApp is an ideal messaging platform for international calls as there are no sign-up fees or monthly data plans.  

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Integration Prerequisites 

Before integrating D365 with WhatsApp, administrators have to configure WhatsApp using Twilio. Twilio is a cloud communication PaaS solution that connects both WhatsApp and D365. Twilio settings must all be enabled prior to the integration to ensure data sharing is possible. Finally, access to D365 Omnichannel for Customer Service is required.  

How to Perform the Integration 

After completing the integration prerequisites, a sandbox add-in must be enabled. The Twilio information should be used to connect D365 with WhatsApp.  

When a message arrives in Omnichannel for Customer Service, a WhatsApp notification is sent to a customer service representative. They can then either accept or reject the message. The interaction channel opens from the representative’s side and they can begin responding to customer’s questions in WhatsApp either from the D365 Omnichannel app or directly from their desktop. 

All chat interactions and histories can be viewed within the ‘Open Work Items’ on D365’s dashboard or events timeline. 

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For Integration Help, Contact JourneyTEAM 

Performing the WhatsApp and D365 integration is not difficult; however, no integration is completely issue-free. JourneyTEAM is committed to helping organizations set up this integration as quickly and smoothly as possible. We provide tailored support to each of our clients, offering as much or as little support as needed. Contact JourneyTEAM today to get started.