How to Integrate WhatsApp with Dynamics 365 Omni Channel – On Trial

Pre Requisites

a.       Trail Environment with Customer Service Enabled, Preferably Netherlands as Location

Ref : https://docs.microsoft.com/en-us/dynamics365/omnichannel/try-channels

b.       Twilio Trial Account

Ref : https://www.twilio.com/docs/usage/tutorials/how-to-use-your-free-trial-account#sign-up-for-your-free-twilio-trial

Let’s Start the Configuration!

Configuration: Dynamics 365 Channel Integration Framework - V2

1.       Go to dynamic 365 administration center via below link after logging to trial account
https://port.crm4.dynamics.com/G/Applications/Index.aspx

2.       Make Sure Channel Integration Framework in Enabled, like in below screen shot else, configure it . By default, this should have enabled.

Configuration: Omnichannel for Customer Service

Ref : https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/omnichannel-provision-license

To allow Omnichannel for Customer Service to read and write data on behalf of users, follow these below steps:

1.    Go to Data access consent URL.

2.      Sign in using Global Tenant Admin credentials.

3.      Select the checkbox Consent on behalf of your organization.

4.      Select Accept to grant data access consent.

Provision Omnichannel for Customer Service application

·         To be able to provision the Omnichannel for Customer Service application, you must have both Global Tenant Admin and Dynamics 365 System Admin permissions for your organization.

·         In Dynamics 365 Administration Center, go to the Applications tab, select Omnichannel for Customer Service, and then select Manage.

·         On the Manage Omnichannel Instances page, select Add Org to add an organization. Omnichannel is set up on the organization environment that you add here.

·         Select the environment in the drop-down list and click on next

·         Click the Chat tab and slide the toggle to enable the Chat channel for your organization.

·         Click the SMS tab and slide the toggle to enable SMS. Select the check box to confirm that you agree to the SMS terms.

·         Click the Social tab and slide the toggle to enable social channels.

·         Click the Microsoft Teams tab and slide the toggle to enable Microsoft Teams.

·         On the Confirmation page, verify your selections and click Finish to provision Omnichannel for Customer Service in your organization.

·         The setup took me 7 to 8 hours to complete J .

·         Once finished, it will look like below

Configure : Omnichannel Administration

Setup User Roles 

·         Go the the URL https://home.dynamics.com/ and open Omnichannel Administration Application

·         Click on the advanced settings on top right and go to Settings->security->users 

·         Choose the User -> Click On Manage Roles and Assign below roles to the Omnichannel Users

• Customer service app access 
• Omnichannel Administrator 
• Omnichannel Agent 
• Omnichannel Supervisor 
• Productivity tools administrator 
• Productivity tools user  

   ·         Open the User Record and Navigate to Omnichannel Tab , update the capacity and save the record. 

Setup Queue

·         Switch to Omnichannel Administration for Queue Creation  and click on New to create the Queue

·         Create the Chat Queue and fillt the values for priority, also add the Omnichannel user to the Queue.

Setup Work stream

·         Click on Work Stream and click on New button to create a WhatsApp WorkStream

·         Configure the WhatsApp workstream like below. 

Configure WhatsApp Account 

·         Click on WhatsApp(Preview) in Channels and click on new button

·         Login to your Twilio account for Account SID and Token 

·         Fill these details on WhatsApp channel and save the record

·         It will create Twilio Inbound URL , copy this URL and update it in Twilio account

·         Add your WhatsApp Phone Number on the channel , that you have configured on Twilio .

·         Validate Phone number and all set to go

Testing WhatsApp on Omnichannel For Customer Service

·         Send messages to the business WhatsApp configured , Agent can see the messages on Omni channel and start the conversation

Thanks