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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / D365 Marketing - Whats...
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D365 Marketing - WhatsApp Channel (Incoming/Outgoing) messages

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Posted on by EBMRay 873

Hello,

I have a customer that is looking for a marketing tool to automate their digital campaigns and below are the most relevant channels that he's interested in:

1. WhatsApp (Incoming/Outgoing) messages

2. Emails (incoming/outgoing)

3. SMS (Incoming/Outgoing)

I believe the right solution is D365 Marketing. However, the only critical component that is missing is WhatsApp integration and I believe we should go with Twilio to achieve that.

Could you please give a brief description of how each channel will work with the marketing module for the campaigns?

Any help is greatly appreciated.

Best regards,

EBMRay

  • Suggested answer
    UL-01051925-0 Profile Picture
    UL-01051925-0 14 on at
    D365 Marketing - WhatsApp Channel (Incoming/Outgoing) messages

    Here's a brief description of how each channel can work with the marketing module for campaigns:

    1. WhatsApp Integration with Twilio:

      • With Twilio's WhatsApp integration, you can send and receive messages programmatically through WhatsApp using their API.
      • In Dynamics 365 Marketing, you can create campaigns targeting WhatsApp users by integrating Twilio's API with the marketing module.
      • You can set up automated messages, personalized campaigns, and even handle responses from customers directly within Dynamics 365 Marketing.

    2. Email Campaigns:

      • Dynamics 365 Marketing allows you to create, execute, and track email campaigns seamlessly.
      • You can design visually appealing email templates, segment your audience, schedule emails, and track engagement metrics like open rates and click-through rates.
      • Integration with Dynamics 365 Customer Insights enables personalized email campaigns based on customer behavior and preferences.

    3. SMS Campaigns:

      • Similar to email campaigns, Dynamics 365 Marketing supports SMS campaigns.
      • You can create SMS templates, target specific customer segments, schedule SMS messages, and track delivery and engagement metrics.
      • Integration with customer data from Dynamics 365 CRM enables personalized SMS messages based on customer attributes and interactions.
  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    RE: D365 Marketing - WhatsApp Channel (Incoming/Outgoing) messages

    Hi EBMRay,

    In the marketing, you can use emails directly.

    For the WhatsApp and SMS, you need configure custom channels for them.

    https://learn.microsoft.com/en-us/dynamics365/marketing/real-time-marketing-create-custom-channels 

    Search for the required custom channel on Microsoft AppSource

    1)Twilio WhatsApp for Dynamics Marketing' solution

    Twilio WhatsApp is an innovative solution that allows you to establish communications with customers through the custom WhatsApp channel through Dynamics 365 Marketing.

    https://appsource.microsoft.com/en/product/dynamics-365/itsourcing1588250962357.twiliowhatsapp_id?tab=overview&exp=ubp8 

     2)Twilio SMS & WhatsApp for Dynamics 365 Marketing

    https://appsource.microsoft.com/en/product/dynamics-365/itsourcing1588250962357.twilio_sms_id?tab=Overview&exp=ubp8 

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