Configure a WhatsApp channel through Twilio:
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.
In this blog, we will focus on how to integrate the WhatsApp channel through Twilio providers and have conversations with users directly through WhatsApp messaging.
Let's begin step by step:
1. log in to Dynamics 365 Instance
2. Click and open Customer Service admin center App
3. First Create a WhatsApp Queue -> Navigate to Customer Support Area and Click on Queues -> Create a queue by clicking on (+ New Queue) button -> fill the details -> click Create
4. Once created -> Add users to the queue
Once its opened login to it, from here we will need Account SID and Authentication Token.
once we got these details we need to navigate back to Dynamics CRM browser where account creation is in progress. Put these two details.
Note: If you have already created an account on Twilio you can directly log in else create an account and then sign in.
Login -> Twilio
Once logeed in successfully -> Navigate to Twilio Console as you can see in the below screen.
-> Copy Account SID and Auth Token from here and keep it.
7. Once copied -> Navigate back to the previous Dynamics CRM browser where you are creating your Account.
-> Copy Account SID and Auth Token from here and keep it.
7. Once copied -> Navigate back to the previous Dynamics CRM browser where you are creating your Account.
-> fill in Account Details, Account SID and Authentication Token as shown below -> Click Next -> Add WhatsApp number
8. Keep Add WhatsApp window opened -> Navigate back to Twilio website and Copy the WhatsApp number.
9. Navigate back to the Dynamics CRM browser where the account is being created -> fill WhatsApp number and name -> Click Add and Then Click Next
10. Copy the Twilio inbound URL and keep it. We need this into the Twilio account (Inbound URL has to be added in Twilio)-> Click Done
11. Navigate back to the Twilio website -> Navigate to WhatsApp Sandbox settings -> Paste the copied Inbound URL (Which you copied from Dynamics CRM) in the box (When a Message Comes in) -> Click on Save
12. Navigate back to Dynamics CRM -> Click on Workstreams -> click on
Create a (+ new Workstream) button -> Fill in all the details -> Select Type as Messaging, Channel as WhatsApp -> Queue -> WhatsApp queue(which you created in the begining) -> others just keep it default -> click Create (as shown below)
Create a (+ new Workstream) button -> Fill in all the details -> Select Type as Messaging, Channel as WhatsApp -> Queue -> WhatsApp queue(which you created in the begining) -> others just keep it default -> click Create (as shown below)
13. Once created -> click on Setup WhatsApp -> Fill Details -> click Next
15. Keep Language English -> Next, Keep Behaviour default as is -> Next, Keep User Features Default -> Next -> Review and Finish -> Click on Create Channel -> click on Done
It got added to the list.
16. Routing rule + Work distribution these items you can configure based upon your business requirement. I am keeping as-is for this demo.
17 Now the final step is to do the Testing:
-> Open Your Mobile Whatsapp application -> Add your Twilio WhatsApp support number which you have configured above.
Now Login Dynamics CRM with Customer Representative Role so that when a chat request is sent through whatsApp WhatsApp requests can be accepted and conversation can begin.
See in the below screen a Customer Representative Agent is loged in.
Now send a chat message from your WhatsApp number.
The customer Representative Agnet receives the incoming conversation request -> Click on Accept
Once accepts the below screen pops up ->
Yay! we did it...
That's all...
Happy Learning...
Thank you...
