WhatsApp CRM Integration: The New Age Communication Channel for Sales Managers using Microsoft Dynamics 365 CRM!

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WhatsApp CRM Integration

As a Microsoft Dynamics 365 CRM Sales Manager, you know how important it is to communicate effectively with your customers. You want to reach them on their preferred channel, provide them with relevant information, and build trust and loyalty. But how do you know which channel is the best for your customers?

To answer this question, we conducted a poll among Sales Managers and asked them what communication channels they believe their customers prefer the most. The results were as follows:


You might expect WhatsApp to win the poll but to our surprise, the results show that email is still the most popular and preferred channel for customers, followed by Microsoft Teams, WhatsApp chat, and phone.

Let’s take a closer look at each of these channels and their advantages and disadvantages.


Email is a classic and reliable way of communicating with customers. It allows you to send personalized messages, attach documents and files, and track the delivery and open rates. Email is also a great channel for sending newsletters, promotions, and updates to your customers.

However, email also has some drawbacks. It can be easily ignored by customers or be redirected to spam, especially if they receive too many emails too often. It can also be difficult to maintain a conversational tone and engage customers in a dialogue.

Microsoft Teams

Microsoft Teams is a powerful collaboration tool that enables you to chat, call, and video conference with your customers. It also integrates with other Microsoft products, such as Outlook, SharePoint, and OneDrive, making it easy to share and access files and data. Microsoft Teams is ideal for providing real-time support, feedback, and guidance to your customers.

However, Microsoft Teams also has some limitations. It requires customers to have a Microsoft account and install the app on their devices. It can also be overwhelming for customers who are not familiar with the interface and features. Because let's be honest no one likes to take an extra step in such cases.


Phone is a traditional and personal way of communicating with customers. It allows you to hear their voice, understand their emotions, and resolve their issues quickly. Phone is also a great channel for building rapport, trust, and loyalty with your customers.

However, It can be expensive and time-consuming, especially if you have to make long-distance or international calls. It can also be inconvenient and intrusive for customers who are busy or prefer other channels. Moreover, phone can be difficult to record and document, making it hard to track and follow up.

WhatsApp chat

Whatsapp chat is a popular and convenient way of communicating with customers. It allows you to send text, voice, and video messages, as well as images, documents, and emojis which feels natural and comfortable environment since WhatsApp is a familiar environment. WhatsApp chat is also a great channel for providing instant and informal communication, as well as creating a sense of community and engagement with your customers.

However, If not planned well it can also be distracting and disruptive for customers who receive too many messages from different sources. Since it's the nature of any social media platform, at times retention time can be lower on WhatsApp.

How to choose the best channel for your customers?

As you can see, each communication channel has its pros and cons, and there is no one-size-fits-all solution. The best channel for your customers depends on several factors, such as:

How to choose the best channel for your customers?

To choose the best channel for your customers, you need to understand them and their preferences.

Exploring the Underrated Benefits of WhatsApp Chat for Sales

While email, Microsoft Teams, and phone are still widely used and preferred by many customers, WhatsApp chat is an underrated and underutilized channel that can offer many benefits to Sales Managers and customers alike. Some of these benefits are:

Easy and Accessible

It does not require any additional software or hardware, and it works on any device and platform. It also has a large and growing user base, making it likely that your customers already use it and are familiar with it.

Fast and Responsive

It allows you to send and receive messages in real-time, without any delays or interruptions. It also has a high open and read rate, making it more likely that your customers will see and respond to your messages.

Flexible and Versatile

It allows you to send and receive different types of messages, such as text, voice, video, images, documents, and emojis. It also allows you to create groups, broadcast lists, and status updates, making it easy to communicate with multiple customers at once or individually.

Personal and Engaging

It allows you to use a friendly and casual tone, as well as emojis and stickers, making it more appealing and relatable to your customers. It also allows you to create a sense of intimacy and connection with your customers, as well as a sense of urgency and excitement.

However, in recent years many teams and organizations have opted to focus on WhatsApp for Sales

Are you concerned about adopting WhatsApp to your CRM workflow for optimal sales outcomes?

Discover how WhatsApp4Dynamics can make it happen with ease.

WhatsApp4Dynamics is a productivity app that seamlessly connects WhatsApp Business with Microsoft Dynamics 365 CRM. This app enables you to leverage the popularity and convenience of WhatsApp chat within your Dynamics environment, improving your processes and engagement. With WhatsApp4Dynamics, you can:

  • Send and receive WhatsApp messages directly from Dynamics 365 CRM, without exiting the CRM ecosystem. You can also attach files and documents from your CRM system, as well as use predefined message templates to save time and ensure consistency.
  • Track and record WhatsApp conversations within Microsoft Dynamics 365 CRM, providing a complete chat history history. You can also convert WhatsApp conversations into leads, contacts, accounts, or any other CRM entity with just one click.
  • Set up automated WhatsApp messages in Dynamics 365 CRM based on updates and actions. You can also schedule WhatsApp messages to be triggered at specific times or events, such as birthdays, anniversaries, or reminders.
  • Use eye catchy multi media. Just like WhatsApp, WhatsApp4Dynamics supports images, documents and emojis that can be utilized to make compiling responses and catchy campaigns.
  • Make your responses and campaigns stand out. Incorporate eye-catchy images, documents, and emojis supported by WhatsApp4Dynamics just like a WhatsApp chat.

WhatsApp4Dynamics can help you make the most out of your CRM investment by:


WhatsApp chat is a powerful and potential communication channel that can help you reach and connect with your customers in a fast, easy, and effective way. However, to use it seamlessly with your CRM system for efficiency, and regulations. WhatsApp4Dynamics can help you overcome these challenges and leverage WhatsApp chat within your Dynamics 365 CRM environment. Try it for free today and see the difference for yourself!

WhatsApp4Dynamics is also available on Microsoft Commercial Marketplace AppSource. Download it today!

Looking for a simple way to connect Microsoft Dynamics 365 CRM and WhatsApp to enhance your business?

Check out WhatsApp4Dynamics. This enables seamless communication with your customers and prospects directly from your CRM system. Get started with a 15-day Free Trial and take your business to the next level. You can also download WhatsApp4Dynamics from the Microsoft AppSource.

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