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Can't find Omnichannel Administration app in Dynamics 365 to configure WhatsApp

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Posted on by Priyesh

7,396 User Group Leader

Hi All,

I am exploring the WhatsApp integration on Omnichannel, and I tried to setup Twilio and Omnichannel WhatsApp number validation,

I'm stuck where I cannot configure and get message to chat on Model-Driven App since Omnichannel Administration is depricated so I do not find any related items on Customer Service App.

Can anyone help me if there are any other ways to Integrate and automate CRM with WhatsApp.

Below is what I'm expecting to see which should show up on my Omnichannel -
5516.MicrosoftTeams_2D00_image-_2800_6_2900_.png

And in order to configure the above the Omnichannel Administration App is Deprecated.

Thanks

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PerezAguiar Microsoft Employee on at

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Hey Priyesh.

In order to configure Omnichannel you need an adminisrator role (SystemAdmin, systemCustomizer). Also, the app "Customer Service Admin Center" should be visible to you

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Leco Lv Microsoft Employee on at

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Hi partner,

Omnichannel Admin Center and Omnichannel Administration are similar. I noticed that configuring WhatsApp requires the Omnichannel administration's WhatsApp number entity which is deprecated but the entity is not deprecated. So, I tried putting the entity into omnichannel admin center and everything worked fine.

please refer to this link: Omnichannel for Customer Service – WhatsApp | Microsoft Dynamics 365 (neilparkhurst.com)

Result:

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