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2We have a working inbound workstream with ACS WhatsApp channel in dynamics. We want to extend this to send outbound WhatsApp message templates. We have an approved template and have set the behaviour in the workstream channel settings but cannot select the WA channel under customer settings to complete outbound message configuration.
Existing setup
Configured WA channel through ACS: Configure a WhatsApp channel through Azure Communication Services | Microsoft Learn
Microsoft requires a WhatsApp channel to be configured through Azure Communication Services and connected to Dynamics 365 Customer Service / Contact Centre. We have done
- ACS resource created,
- ACS Advanced Messaging enabled,
- WhatsApp channel configured on ACS,
- Sender configured and approved
- Channel registration ID available,
- Omnichannel configured,
- Customer Service Workspace configured,
- Copilot Studio connected to workstream,
We have inbound messages working successfully
Outbound set up: Steps followed
Documentation:
Steps on ACS
- Created WhatsApp Business Template on Meta WA Business Account
- Template is approved and visible on ACS
Steps on D365 Admin Centre:
On existing, working WA inbound workstream, under channel behaviour settings, create template that matches ACS approved template.
Go to Customer settings -> manage Outbound.
- Create new outbound configuration -> Channel type as WA -> Select channel. Channel does NOT appear.
The documentation specifically references WhatsApp outbound messaging for WA channels set up with Twilio and not ACS. The documentation does not clearly explain how a Customer Service Workspace user sends an ACS WhatsApp template, or how ACS Advanced Messaging integrates with Outbound Messaging.
Questions
- Does D365 Contact Centre support ACS outbound WhatsApp messaging channels?
- Are there extra steps required for ACS WhatsApp outbound channel configuration that we have not completed?
Any help would be appreciated.
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