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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Whatsapp Integration
Customer experience | Sales, Customer Insights,...
Suggested Answer

Whatsapp Integration

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Posted on by JE-10100710-0 10
Hey everyone, I would like to integrate WhatsApp as a custom channel in Dynamics Customer Insights. Objective: WhatsApp messages are to be sent via customer journeys (real-time). Receiving messages is not required in this context.
 
There is something from Inogic in the AppSource that can do this - but for the insertion of coins...
 
How much effort would it take to build this yourself? 
 
Thanks in advance!
 
Jan
I have the same question (1)
  • Inogic Profile Picture
    Inogic 748 on at
    Hi Jan,
    WhatsApp4Dynamics by Inogic is an excellent choice for your scenario of sending WhatsApp messages via real-time customer journeys in Dynamics Customer Insights. This app is part of an omnichannel communication suite that also includes Text SMS and Live Chat integrations within Dynamics 365 CRM. It facilitates seamless interaction with your target audience, enabling you to engage a broader audience through multiple communication channels directly from the CRM platform.
    Efforts to Build the same functionality as WhatsApp4Dynamics by Yourself:
    Building such a solution involves significant effort, including:
    1. Setting up the WhatsApp Business API
    2. Developing custom connectors and integrations with Dynamics 365 and Customer Insights.
    3. Handling compliance, error management, and scalability for bulk messaging.
    4. Continuous maintenance for API updates and platform changes.
    Ease by using WhatsApp4Dynamics:
    Opting for WhatsApp4Dynamics can save you time and effort, letting you focus on customer engagement rather than technical complexities. Plus, the app is available on our website and Microsoft AppSource for immediate deployment with reliable support from Inogic. You can download the app and start your 15-day trial to explore the functionalities.
    Following is the list of Features offered by WhatsApp4Dynamics:
    • Integrated WhatsApp with Dynamics 365 CRM: immediately engage with clients and partners within the Dynamics environment, doing away with the need to navigate across platforms.
    • Chat Notification: get instant notification of new incoming messages within CRM to ensure immediate assistance to customer queries.
    • Mapping CRM Records: Automatically maps new chats to CRM records based on mobile numbers, enabling context-rich, personalized customer interactions.
    • Send Multimedia attachments: Enable seamless communication by sending multimedia attachments in conversations, similar to WhatsApp, for added context and instant file sharing.
    • Message Automation: Integrates with Dynamics 365 workflows, customer journeys, and campaigns for automated message dispatch.
    • Personalized Messaging: Send customized messages to customers in bulk or individually.
    • Compliance-Ready: Adheres to WhatsApp Business API requirements for safe and efficient communication.
    • Seamless CRM Integration: Ensures all WhatsApp conversations are tracked within the CRM, maintaining a unified customer view.
    For any kind of customization or to clear doubts related to our offerings, feel free to reach out at crm@inogic.com to schedule a demo.
     
    Hope this helps.
    Thanks!
    Sam
    Website: www.inogic.com
  • Suggested answer
    Tamim420 Profile Picture
    Tamim420 on at
  • Hamza H Profile Picture
    Hamza H 1,826 Super User 2026 Season 1 on at
    You can build a custom WhatsApp sending channel for Dynamics Customer Insights – Journeys in 25–35 hours using:
    • A WhatsApp API provider (e.g., Twilio)
    • An Azure Function to send messages
    • Custom channel registration in Dynamics
    Only outbound messages are needed, so the setup is simple. You'll avoid license fees but still pay per message via the API provider.
     

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