Use WhatsApp channel

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

WhatsApp channel overview

When you sign in to Omnichannel for Customer Service, you can see your work items in Omnichannel Agent Dashboard. To learn more, see View agent dashboard and agent conversations (work items).

Prerequisite

Make sure your administrator has configured a WhatsApp channel through Twilio.

Incoming WhatsApp notification

You'll receive a notification when a customer requests a WhatsApp conversation. Accepting the WhatsApp request starts a session and you'll see the communication panel in which you can exchange messages with the customer.

Unauthenticated customer incoming notification

Authenticated customer incoming notification

In Omnichannel for Customer Service, you can:

• View customer summary
• View communication panel
• Use call options and visual engagement in live chat
• Monitor real-time customer sentiment
• Manage sessions
• Manage applications
• Use productivity tools
  • Use agent scripts
  • View Smart assist cards
  • Use productivity pane
• Create a record
• Search, link, and unlink a record
• Search for and share knowledge articles
• Take notes specific to conversation
• Understand conversation states
• Manage presence status
• Search for transcripts
• View conversation and session forms
• View customer summary for an incoming conversation request
• Search for transcripts

WhatsApp message type and 24 hours session rule

• Session messages: According to WhatsApp, session messages are incoming messages from a customer, or outgoing responses to the incoming messages, within 24 hours. A messaging session starts when you receive a message from a customer. It lasts for 24 hours from the most recently received message. Session messages do not need to follow a template, and can include media attachments.

• 24 hours session rule: A messaging session starts when you receive a message from a customer or reply to an incoming message from a customer. When the customer sends a message, you have 24 hours to reply to the customer from the time you received it. However, after 24 hours, if you try to send a message to the customer, an error is displayed: This conversation has exceeded the 24 hour limit to respond to the customer.

See also

Configure a WhatsApp channel