> For the complete documentation index, see [llms.txt](https://docs.inogic.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.inogic.com/whatsapp4dynamics/configuration/access-chat-ui-on-crm-records/access-chat-ui-when-to-of-chat-session-is-set.md).

# Access Chat UI When “To” of Chat Session Is Set

In case “To” is set in Contact field, then you can directly go in Contact - CRM Record and start communicating with the customers/contacts.

To do so,

* Go to **Contact**, **Click** Related.
* Navigate to **Chat Sessions.**

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2F7mHhSdM2RVceficH2EpW%2Fchatui14.png?alt=media&amp;token=35065dd5-f79c-4ff0-a874-8d75f3fd681a" alt=""><figcaption></figcaption></figure>

* Start chatting with the respective **Contact**.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FugLue6JDQCze8HJPWhtY%2Fswap7.png?alt=media&amp;token=9dbfe4ad-caba-4cc1-91f4-f824b54568a4" alt=""><figcaption></figcaption></figure>

WhatsApp4Dynamics allows organizations to embed and access the Chat UI directly on CRM tables within Microsoft Dynamics 365 CRM.

By adding the Chat Interface to a CRM table form, users can:

* Send and receive WhatsApp messages directly from CRM tables
* View related customer conversations within the same form
* Manage customer communication without navigating away from the CRM table
* Improve productivity and customer engagement workflows

This functionality helps CRM agents communicate with customers seamlessly while working within Dynamics 365 CRM.

### Prerequisite

Before adding the Chat UI to any CRM table, ensure that the corresponding Record Type for the respective table has already been created and configured in WhatsApp4Dynamics Configuration.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FpAvmSnnf2uhEOE326lle%2Fa1.png?alt=media&amp;token=efc93b8e-c1d5-442d-bf7b-d9f0e370fe07" alt=""><figcaption></figcaption></figure>

**Example: Adding Chat UI to the Lead Table**

Follow the steps below to configure and add the Chat UI to the Lead table.

**Step 1: Open Power Apps**

1. Navigate to Power Apps.
2. Open the required environment.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FD8ZfXBJqX4N5id6LHYfx%2Fa2.png?alt=media&amp;token=995831e3-e9d3-4240-a5bb-9bc65657138d" alt=""><figcaption></figcaption></figure>

**Step 2: Open the Lead Table**

1. Navigate to **Tables**.
2. Click **All.**
3. Select the **Lead table**.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FtCvneSwzLrQpJ2FiKAsQ%2Fa3.png?alt=media&amp;token=a03806e6-e51b-4524-87c2-c59c13a4dfcc" alt=""><figcaption></figcaption></figure>

**Step 3: Open Forms**

1. Navigate to Forms
2. Open the Lead Main Form

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FpRjBTrKH26wbF17lhb0v%2Faa4.png?alt=media&amp;token=2bbfe28b-c6df-42be-9bde-36c1d954ff44" alt=""><figcaption></figcaption></figure>

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FlRPCcOwNh1AJMQBRA4ql%2Faa5.png?alt=media&amp;token=0091adbf-e509-4161-94cd-e2a5e0c4ba07" alt=""><figcaption></figcaption></figure>

**Step 4: Add a New Tab**

1. In the Form Editor:

&#x20;     Click on Components

2. Select 1-column tab

This tab will be used to display the Chat UI and related chat sessions.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FSUvazwVIMups7fc60Jli%2Faa7.png?alt=media&amp;token=337f651d-1bfc-4581-96b9-d79051d89829" alt=""><figcaption></figcaption></figure>

**Step 5: Add a Subgrid**

1. Add a **Subgrid** inside the newly added tab.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FdWcvtd6wJhmq2ApyLWhQ%2Faa8.png?alt=media&amp;token=a8193afb-6c45-4381-823d-fbd57d5afcaf" alt=""><figcaption></figcaption></figure>

2. Configure the Subgrid using the following settings:

Table:   Chat Sessions (Customer)

Default View: All Chat Sessions – Internal Purpose

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2Fifh2JihCu0dyYb5bZFtO%2Faa9.png?alt=media&amp;token=7afec7dd-691f-4091-a5b1-3045b6ed23cb" alt=""><figcaption></figcaption></figure>

This subgrid allows users to view all related chat sessions directly within the CRM table form.

**Step 6: Add the ChatSystem Component**

1. Navigate to **Components**.
2. Select **ChatSystem**.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2Fox8kTGx97PjHthwgwWfL%2Faa10.png?alt=media&amp;token=543d170c-431d-421d-adcf-9840791ebe91" alt=""><figcaption></figcaption></figure>

If the ChatSystem component is not visible:

* Click Get More Components
* Search for **ChatSystem** in the search box.

3. Add the component to the form.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FlYqUY1Mq9yUcbQ1XeNzJ%2Faa11.png?alt=media&amp;token=85d4fe67-0580-4368-a179-13d2d61a5810" alt=""><figcaption></figcaption></figure>

**Step 7: Save and Publish the Form**

1. Click **Save and Publish**.

Once published successfully, the Chat Interface will become available on the Lead table form.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FSBOB8teqG1uoA7IXGrVj%2Faa12.png?alt=media&amp;token=3d3a8d47-39ad-4112-8a71-7c7119a4081f" alt=""><figcaption></figcaption></figure>

**Result**

After completing the configuration:

* CRM agents can send and receive WhatsApp messages directly from the Lead table form.
* Related customer conversations can be managed without opening a separate chat screen.
* Chat sessions remain associated with the CRM table for better tracking and communication management.

<figure><img src="https://272130504-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M0QoyqUVI8_HaZ9FOSL%2Fuploads%2FBsJa6xGoFtoefRDYytUV%2Faa13.png?alt=media&amp;token=af01a188-21ae-44a3-9a77-36db9eace60d" alt=""><figcaption></figcaption></figure>

This provides a more seamless and centralized communication experience within Dynamics 365 CRM.

With Chat UI integration in WhatsApp4Dynamics, organizations can streamline customer communication and manage WhatsApp conversations directly from CRM tables efficiently.

{% hint style="success" %}
For further queries, reach out to us at <crm@inogic.com>
{% endhint %}