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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / WhatsApp integration w...
Customer experience | Sales, Customer Insights,...
Suggested Answer

WhatsApp integration with Unifonic Platform - Dynamics 365 CE

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Posted on by CU25061201-0 4
Hi,
 
I am working in the sandbox environment as a Technical Consultant for Microsoft Dynamics 365 Customer Engagement (CRM online) for my company
 
I am looking to integrate Whatsapp via Unifonic platform.
 
What  I am looking for is :
  • What are the pre-requisites or licenses required to setup the integration for WhatsApp using Unifonic platform? (Like Power Platform / Dynamics 365 for OmniChannel etc)
  • I want to setup an integration where we can send to customer Files in the Whatsapp chat. Example: Customer asks for more details and we provide them a brochure which is a file type of column stored in an existing table
  • The WhatsApp chat will also show available appointments. Example: Customer wants an appointment and we can get from Dataverse, the list of available appointments based on the Sales Users schedule (Here, I am a little doubt maybe we can do so with Unifonic or if we can take a new license for Power Virtual Agents)
 
If any senior can help me to guide step by step how to integrate it would be really helpful as I am searching online but unable to find any guide
Categories:
Dynamics 365 Customer Insights - Data
Microsoft Dynamics CRM
I have the same question (0)
  • Suggested answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,606 Most Valuable Professional on at
    Integration Capabilities
    1. Send Files (e.g. brochures) via WhatsApp
    • Use Unifonic API to send media messages.
    • Files must be publicly accessible via URL or passed as base64 (depends on Unifonic API version).
    • Retrieve file from Dataverse File column using Power Automate or plugin, then pass to Unifonic endpoint.
    2. Show Available Appointments
    • Pull appointment slots from Sales User calendar (Dataverse).
    • Format response (JSON/text) and send via Unifonic WhatsApp API.
    • You can use Power Automate or Azure Function to fetch & respond.
    Note: Unifonic is not natively integrated with Dynamics. You’ll need custom integration via Power Automate, Azure, or a middleware (e.g. Azure Logic Apps).

    Steps to Integrate Unifonic WhatsApp with Dynamics 365
    1. Obtain Unifonic WhatsApp Business API credentials.
    2. Set up Unifonic webhook endpoint to receive messages (build in Azure or Power Automate).
    3. Configure Unifonic to forward incoming messages to your endpoint.
    4. Use Power Automate or Plugin to:
      • Fetch data from Dataverse (e.g., appointments, files).
      • Call Unifonic API to send response.
    5. Store chat logs in a custom entity in D365 if needed.
  • CU27040837-11 Profile Picture
    CU27040837-11 28 on at
    Hi Muhammad,
     
    Thank you for your reply.
     
    Can you please also share more details about it ? Or refer to a blog where I can get more help on these details?
  • Suggested answer
    Jessica Justice Profile Picture
    Jessica Justice 16 on at
    You can integrate WhatsApp with Dynamics 365 CE using Unifonic as a WhatsApp Business API provider, but it requires a fully custom Power Platform-based implementation since it is not natively supported in Dynamics 365.

    1. Prerequisites / Licenses
    • Dynamics 365 CE (Sales or Customer Service)
    • Dataverse environment
    • Power Automate (for orchestration)
    • Meta Business Manager (verified)
    • WhatsApp Business Account (WABA)
    • Approved phone number + message templates
    • Unifonic WhatsApp API credentials + webhook setup
    2. File Sharing (Brochures / Documents)
    • Store file in Dataverse or SharePoint
    • Generate accessible URL (Azure Blob / SharePoint link)
    • Send via Unifonic API as media message (URL-based file)
    WhatsApp does not support direct CRM file columns.

    3. Appointment Scheduling
    • Fetch data from Dataverse / Bookable Resource Booking / Outlook Calendar
    • Trigger via webhook → Power Automate / Azure Function
    • Return available slots
    • Send via WhatsApp (text or template-based reply)
    4. Integration Approach
    • Unifonic webhook → Power Automate / Azure Function → Dataverse
    • Dynamics 365 → Power Automate → Unifonic API
    • Custom tables required for chat/session storage
    • All logic (files, scheduling, routing) must be built in Power Platform
    Alternative (Recommended)
    Instead of building everything from scratch, WhatsApp4Dynamics is a ready-to-use WhatsApp integration for Dynamics 365.
    It natively embeds WhatsApp inside Dynamics 365 CRM and provides:
    • Built-in chat UI inside Dynamics 365
    • File sharing (PDF, DOCX, images) directly from CRM
    • Appointment & workflow automation using Dataverse
    • AI features (chat summary, sentiment, quick replies)
    • Opt-in/out and session management
    It eliminates custom API development and delivers a fully native WhatsApp experience inside Dynamics 365.
     

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