Examples Whatsapp/WeChat integration custom channel

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Posted on by AB-29061426-0

Hi all,

I'm exploring options to integrate Whatsapp/WeChat in our Sales/CIJ environment.

I was wondering if anyone has built their own Whatsapp/WeChat channel. And if so, if anyone could share their experience with that functionality. I'm also curious how data has been saved and how the messages look like in the timeline.

Is there anyone who wants to share some information or screenshots with me? :)

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Ayesha Wajahat 48 on at

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We implemented a custom WhatsApp integration using the WhatsApp Business API and Dataverse.

Incoming messages are received via a webhook, processed by an integration layer (e.g., Azure Function/API), and stored in Dataverse.

Outgoing messages are sent through the same integration and linked back to the relevant Contact/Lead/Case.

Message data is typically stored as either custom Activity records (so they appear natively in the Timeline) or in a custom Dataverse table with a Timeline/PCF visualization.

We usually capture the message content, direction (inbound/outbound), sender/recipient, timestamps, delivery/read status, attachments, external message ID, and conversation ID for tracking and reporting.

Using Activity records provides the most seamless Timeline experience, while a custom table offers greater flexibility if conversation management or analytics requirements are more advanced.

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AB-29061426-0 2 on at

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@Ayesha24 Great, thank you for your answer!
So, if I understand correctly, you store every message on its own? Not the whole conversation?

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CU21071102-0 10 on at

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Hi,

We've implemented a custom messaging integration before. Messages were synced to Dynamics 365 as activities linked to the relevant Contact, Lead, or Case, so both incoming and outgoing conversations appeared in the timeline with timestamps and delivery status.

One recommendation is to store the external conversation/message IDs to prevent duplicates and simplify synchronization.

I'd also be interested to hear how others have implemented WhatsApp or WeChat in their environments.

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Ayesha Wajahat 48 on at

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Yes, that's correct.

Each message is stored as an individual record rather than the entire conversation as a single record. The conversation is maintained by linking messages using a Conversation ID (or equivalent thread identifier), along with timestamps and related customer records.

This approach aligns well with the Dynamics 365 activity model, simplifies reporting and auditing, and allows messages to appear chronologically in the Timeline.

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