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Is it possible to have WhatsApp as a custom channel to be used in Customer Journeys in Dynamics 365 Marketing? Are there any 3rd party solutions out there?

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Posted on by chenZhen

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Hi everyone, I have a client that uses WhatsApp a lot for their marketing messages and would like to integrate WhatsApp with Dynamics 365. What are the possibilities here?

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Nya 29,058 on at

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RE: Is it possible to have WhatsApp as a custom channel to be used in Customer Journeys in Dynamics 365 Marketing? Are there any 3rd party solutions out there?

Hi,

It hasn’t been supported yet.

Here is a post which contains relevant feedback from other users.

Microsoft Idea · Integrate SMS, Chat, Power Virtual Agent and Whatsapp in the Customer Journey (dynamics.com)

You can also post your idea on this forum to promote this improvement.

In addition, you can try the following article to implement part of your requirements.

(+) How to send a FireText text message (SMS) from a Customer Journey D365Marketing - Marketing Community (dynamics.com)

If this helped you, I'd appreciate it if you'd mark this as a Verified Answer, which may in turn help others as well.

Best Regards,

Nya

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