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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Dynamics 365 Customer ...
Customer experience | Sales, Customer Insights,...
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Dynamics 365 Customer Insights WhatsApp Messaging

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Posted on by SP-12050626-0 4

Hi,

 

I have been trying to implement WhatsApp messaging into a Dynamics 365 environment in order to implement it into a Customer Insights' application.

For the moment I have tried downloading the Power Apps, which seemed to be the way to go, but I have been having discrepancies with the scarce documentation that is available for those kind of Power Apps.

 

 

I have tried the Infopip Messaging Power App and the WhatsAppDyn4mics Power App, both giving errors while following the steps listed to configure them.

 

For InfobipMessaging there is this error:

 

But i cannot find where that option is:

 

For WhatssAppDyn4mics there is this error when pressing "ENABLE FOR MARKETING":

 



Is there someone that has integrated WhatsApp messaging that could explain how they did it? Are there more alternatives?

 

 

 

EDIT:

It is important to add that I am following this documentation in the case of infobip messaging:
https://www.infobip.com/docs/integrations/microsoft-dynamics-365-customer-insights-messaging

Also, the power app is downloaded on the appsource.microsoft store and installed directly into the environment.
It does appear as an app, I can enter it and I can see it as a managed solution, but cannot find any settings that have that option required by the documentation.

I have the same question (0)
  • Inogic Profile Picture
    Inogic 651 on at
    Dynamics 365 Customer Insights WhatsApp Messaging
    Hi,
     
    To integrate WhatsApp messaging into Dynamics 365 CRM or Marketing (customer insights journey), you first start with picking up the API you would like to proceed with, will it be WhatsApp Business API by Meta or Twilio. Here’s a blog that can help you whats best for your business How to Integrate WhatsApp with Dynamics 365 CRM Using Meta or Twilio APIs

    As for CRM and WhatsApp integration, while many third-party Apps can result in setup complexity, apps like WhatsApp4Dynamics are built to simplify and streamline this integration with guided setup, native Dynamics support, and pre-built compatibility with Customer Insights.

    But as you’ve mentioned that you’re getting a duplicate error, let’s fix it.

    “configureMarketing: A record with these values already exists. A duplicate record cannot be created.”

    This occurs if a Channel Definition record already exists from a previous installation or test setup.
    How to Fix:
     
    1. Go to the Power Platform Admin Center and open your environment.
    2. Launch Advanced Find.
    3. Search for the table: Channel Definitions.
    4. Use the view: Active Channel Definitions.
    5. Find the record related to WhatsApp4Dynamics and delete it.
    ​​​​​​​
    This will remove any duplicate references and let you reconfigure your Marketing setup cleanly.

    Integrate WhatsApp with Dynamics 365 CRM with AI powered tool!
    WhatsApp4Dynamics lets you exchange two-way messages (including multimedia), automate outreach using Dynamics 365 workflows, manage consent, and view delivery insights, all from within CRM. It also includes AI-powered enhancements like sentiment analysis, message rephrasing, and contextual chat summaries to assist agents in responding more effectively.

    You can start with a 15 day free trial by downloading from Microsoft AppSource or Inogic website.
     
    Thanks,
    Sam
     
  • Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 2,331 Most Valuable Professional on at
    Dynamics 365 Customer Insights WhatsApp Messaging
    1. Navigation Path:
       - Go to Dynamics 365 → Settings (gear icon)
       - Select Advanced Settings (if available)
       - Look for Infobip Messaging or WhatsApp Configuration in the left navigation

    2. Alternative Locations:
       - Check under: Settings → Customizations → Solutions → [Your WhatsApp Solution]
       - Or: Marketing → Marketing Settings → Channel Integration

    3. If Still Not Visible:
       - Verify you have System Administrator or Customizer security role
       - Check that the solution is properly installed (go to Settings → Solutions)
       - The app might require a specific URL path (check the app's documentation for direct links)

     Quick fixes you can try
    1. Clear Browser Cache (the UI might not have refreshed properly)
    2. Try Different Browser (Edge/Chrome work best with D365)
    3. Check App Permissions in Azure AD → Enterprise Applications

     

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