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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Create Case Record fro...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Create Case Record from WhatsApp message automatically

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Posted on by Surbhi Singh 5

I have integrated WhatsApp to D365 CRM (Omnichannel) using Twilio. Twilio offered one trial no. and using that I am able to do live chat with Agent. Now I wanted to create a case directly from whatsapp without help of any agent. Whenever Whatsapp chat trigger on CRM, all the details should get capture into the CRM and case get generated automatically. Also wanted to know if automatic response to the whatsapp user is also possible.
Please help if anybody knows the solution.

I have the same question (0)
  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi Surbhi, 

    You'll receive a notification when a customer requests a WhatsApp conversation. Accepting the WhatsApp request starts a session and you'll see the communication panel in which you can exchange messages with the customer.

    Then you can create records in the conversation page:

    Create records for conversations | Microsoft Docs

    Also, you can refer following links to know Agent Scripts and macros, which can help you simplify some operations:

    https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-agent-scripts 

    https://docs.microsoft.com/en-us/dynamics365/app-profile-manager/macros

  • Surbhi Singh Profile Picture
    Surbhi Singh 5 on at

    Thanks for the Response.

    This I believe is the manual process of creating a case. Is there any way that case can generate automatically once the customer initiated communication through Whatsapp.

  • Code Technologies Tech Profile Picture
    Code Technologies Tech 5 on at

    Hello Surbhi,

    Were you able to find the option/solution ? I was looking for the same scenario.

  • Inogic Profile Picture
    Inogic 743 on at
    Hi Surbhi,

    You can indeed create cases from WhatsApp in D365 CRM (Omnichannel) without the need for an agent. Here's a step-by-step guide to achieve this:
    Option 1: As Mentioned, Using Twilio with Omnichannel
    • Set up WhatsApp Channel: Start by configuring a WhatsApp channel in Omnichannel, utilizing Twilio's services.
    • Create Workstream: Establish a workstream dedicated to this channel and assign bots to handle incoming WhatsApp conversations.
    • Automate Case Creation: Utilize a workflow or automation to create a case automatically whenever a new WhatsApp conversation is initiated in Omnichannel.
    • Automatic Replies: Employ a bot to send automatic responses to WhatsApp users and collect necessary case details during the conversation.

    Option 2: Using WhatsApp4Dynamics by Inogic, a Reliable Solution!
     
    • Install WhatsApp4Dynamics: Begin by installing and configuring WhatsApp4Dynamics within your Dynamics 365 CRM.
    • Twilio Integration: Set up a Twilio account with a WhatsApp-enabled number and integrate it seamlessly with WhatsApp4Dynamics.
    • Chatbot Creation: Develop a chatbot using Twilio's API that can comprehend and respond to customer messages effectively.
    • Automate Case Creation: Implement a workflow or automation within your CRM to listen for incoming WhatsApp messages and automatically extract relevant information to create cases.
    • Automatic Responses: Leverage the chatbot and Twilio's API to send automatic responses to WhatsApp users as needed.
    • Testing and Monitoring: Thoroughly test and monitor the integration to ensure it functions smoothly.
    • Documentation and Support: Provide comprehensive documentation and support to your team and customers for a seamless experience.
    For more detailed information and assistance, you can check Inogic website or refer our online help docs. Additionally, if you'd like to explore WhatsApp4Dynamics further, feel free to contact them at crm@inogic.com for a personalized demo or for any inquiries. You can also sign up for a 15-day free trial to experience the solution first-hand.
     
    Thanks!

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