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.

• Start chatting with the respective Contact.

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.

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.

Step 2: Open the Lead Table

1. Navigate to Tables.

2. Click All.

3. Select the Lead table.

Step 3: Open Forms

1. Navigate to Forms

2. Open the Lead Main Form

Step 4: Add a New Tab

1. In the Form Editor:

Click on Components

1. Select 1-column tab

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

Step 5: Add a Subgrid

1. Add a Subgrid inside the newly added tab.

1. Configure the Subgrid using the following settings:

Table: Chat Sessions (Customer)

Default View: All Chat Sessions – Internal Purpose

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.

If the ChatSystem component is not visible:

• Click Get More Components

• Search for ChatSystem in the search box.

1. Add the component to the form.

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.

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.

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.

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