Dynamics Community Forum Thread Details

Make calls from the whatsapp channel in Omnichannel dynamics 365

Hello,

I configured the WhatsApp channel; however I require that the agent be able to make calls to the customer or send voice notes through this channel.

In omnichannel, Is it possible for the agent to make calls to the client through the WhatsApp channel? or send voice notes? How can I achieve it?

Thank you so much.

As of my last knowledge update, Microsoft Dynamics 365 Omnichannel for Customer Service primarily supports text-based interactions, including chat and messaging through channels like WhatsApp. As of that time, the capability for agents to make voice calls or send voice notes directly through the WhatsApp channel wasn't a built-in feature.

However, Microsoft may release updates and new features over time, so it's always a good idea to check the latest documentation or release notes for Dynamics 365 Omnichannel for any changes or additions to the supported features.

If your specific use case involves voice interactions or sending voice notes, consider the following options:

Explore Third-Party Integrations:
Check if there are third-party applications or integrations available that can extend the capabilities of Dynamics 365 Omnichannel to support voice interactions. Some third-party solutions specialize in enhancing communication features.
Check for Updates:
Regularly check for updates to Dynamics 365 Omnichannel. Microsoft often releases new features and enhancements in updates, and the capability you're looking for might be included in a future release.
Consult with Microsoft Support:
Reach out to Microsoft Support or your Dynamics 365 representative. They can provide the most up-to-date information on the capabilities of the platform and may offer guidance or insights into potential solutions.
Consider Custom Development:
If the feature is critical for your business processes and not available out of the box, you might explore custom development. Working with a Dynamics 365 developer, you could investigate the feasibility of extending the platform to support the desired voice interactions.

Remember that the information provided here is based on the state of the technology as of January 2022, and there may have been updates or changes since then. Always refer to the latest official documentation and resources provided by Microsoft for the most accurate and current information.

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