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Configure WhatsApp channel Omnichannel (Dynamics 365)

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#customersupport

#messagingaccounts

#twilioaccount

#whatsappchannel

#whatsappsandbox

Dynamics 365 Customer Service

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May 23, 2023

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  • The article provides a step-by-step guide on how to configure the WhatsApp channel in the Customer Service Admin Center for Microsoft business applications.
  • To set up the WhatsApp channel, navigate to Customer Support >> Channels >> Messaging Accounts (Manage) and select the New Account option, choosing WhatsApp as the channel.
  • To obtain the necessary Account SID and Authentication token, a Twilio Account needs to be created by visiting https://www.twilio.com/try-twilio and copying the Account ID and Authentication token from the console at https://www.twilio.com/console.
  • The next step involves adding the WhatsApp Name and Phone number. This can be done by navigating to Messaging >> Try it out >> Send a WhatsApp message to activate the WhatsApp Sandbox and following the provided steps to configure the Sandbox account.
  • After obtaining the necessary information, the WhatsApp account can be created and accessed in the Customer Support >> Channels >> Messaging (Manage) section.
  • A new workstream can be created by clicking on Add Channel and specifying the necessary details, including the WhatsApp number, language, behavior, and user features.
  • The workstream can be further customized by specifying routing rules, fallback queues, work distribution, and associated bots.
  • Finally, the configuration can be tested by logging into the Customer Service Workspace as an agent and sending a message from the registered sandbox participant number.Hope it helps.

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