Configuring Record Types

In WhatsApp4Dynamics, a Record Type refers to the entities that must be configured before users can start chatting. Once a record type (such as Contact, Opportunity, etc.) is configured, users can initiate and manage conversations directly from that entity.

Follow the steps below to configure a new Record Type:

Step 1: Create a New Record

Click on the “+ New” button to create a new record type.

Step 2: Configure the Required Fields

Fill in the following fields:

Record Type: Select or enter the entity you want to enable for chatting.

• You can choose any entity, including Out-of-the-Box (OOB) or Custom entities.

• Ensure that the selected entity has at least one phone number field, as messaging depends on it.

Related Record Type: This field helps the system fetch customer details (such as phone number) if they are not available in the main record type. Example: an “Opportunity” record usually does not store the customer’s phone number. By setting Contact as the Related Record Type, the system will fetch the phone number from the associated Contact record.

• This allows you to send WhatsApp messages directly from both:

• The Opportunity record.

• The related Contact record.

Compliance field: The Compliance Field determines whether messages can be sent for a particular record.

• Displays all available Boolean (Yes/No) fields in the selected entity.

• If the value is Yes → WhatsApp messages can be sent.

• If the value is No → WhatsApp messages will be restricted.

Phone number field: Select the phone number field to be used for communication.

• All available phone number fields in the selected entity record will be listed.

• Choose the field that contains a valid and active contact number.

Default Country Code (Optional): This field ensures proper formatting of phone numbers.

• If the phone number saved in the entity record (such as Contact, Account) does not include a country code, the value entered inside default country code will be automatically added on the chat record.

• Example: If “+91” is set as a default country code, it will be added to phone numbers saved without a country code.

Priority Order (Optional): The Priority Order determines which record will be selected when the same phone number is present across multiple entities (for example, Contact, Account, or Lead). In such cases, the system uses the defined priority to decide which record should be considered as the primary customer record for the chat. How it works:

• If the same phone number exists in multiple records (e.g., both Contact and Account), the system checks the priority assigned to each record type.

• The record type with the higher priority (i.e., lower number) will be selected.

• The selected record will then be set as the Customer in the chat.

Example: If the same phone number exists in both Contact and Account, and:

• Contact has priority 1

• Account has priority 2

• The system will prioritize the Contact record and set it as the Customer in the chat.

Important Points:

• Priority values typically start from 0, 1, 2, and so on

• Lower number = Higher priority

• It is recommended to assign priority carefully to ensure the correct record is selected during conversation.

Step 3: Save the Configuration

Once all fields are filled, click on the “Save” button to complete the setup.

For further queries, reach out to us at [email protected]