Digital messaging support for WhatsApp through Twilio
Important
This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts |  Apr 1, 2020 |
- | - |
Business value
Businesses can offer expanded channel choice to customers by offering WhatsApp messaging as a support channel to service customers who prefer to communicate through WhatsApp.
Feature details
Social messaging platforms such as WhatsApp give businesses an opportunity to engage with customers in their own context to provide them with a seamless and personalized customer service experience. WhatsApp is a channel introduced in this release of Omnichannel for Customer Service. It has the following capabilities:
- Administrators can configure the WhatsApp channel in the Omnichannel Administration app.
- Customers can reach out to the business through WhatsApp and seek support in an asynchronous nature.
- Agents can use the same unified, contextual, and productive Omnichannel for Customer Service app interface to engage with customers and resolve their issues.
- Supervisors and managers can access rich reports to run the support center efficiently and effectively.