WhatsApp4Dynamics Settings

The WhatsApp4Dynamics Settings entity is created to centrally manage and configure key features such as security permissions, AI capabilities within Dynamics 365.

After the license is activated, the system automatically creates the WhatsApp4Dynamics Settings entity along with a default configuration record.

Note: If existing customers are unable to see this entity, ensure that the WhatsApp4Dynamics license is activated again, as this process creates the required settings entity in the system.

Security & Permissions

WhatsApp4Dynamics provides role-based security to ensure controlled and secure access to chat functionalities. Each feature can be restricted based on user roles, allowing organizations to define who can perform specific actions within the system.

Security roles are displayed along with their associated Business Units. This helps administrators clearly identify and select the correct role for a specific business unit.

Key Capabilities Controlled by Security Roles

Each of the following actions can be restricted using security roles:

1. Authorized Roles to Initiate Chat

Only users assigned to authorized roles can start a new WhatsApp conversation.

• If a user does not have permission, they will not be able to initiate a new chat.

• Even after a chat session ends, users without this permission will not be able to start a new conversation, even if they were the previous chat session owner.

2. Authorized Roles to Export Chat

• Defines which users, based on their assigned security roles, are allowed to export chat history.

• However, the Export option will be visible but not clickable for users without the required permission.

3. Authorized Roles to Block Chat

Controls the ability to block chats.

• The Block button may be visible but disabled (non-clickable) for users without the required permission.

• If a user does not have this privilege, the Block button will be hidden on the chat interface.

4. Authorized Roles to Assign Chat

• Determines which users, based on authorized security roles, can assign chat sessions to other users.

• When a user does not have the required privilege, the Assign button is visible but not clickable (disabled) in the UI.

• Even non-owners of the chat session can assign it to others, if they have the required role-based privilege.

AI Setup

WhatsApp4Dynamics provides AI-powered features that can be enabled or disabled based on your business needs. Each setting controls how AI behaves in the Chat UI.

InoWiz Copilot Panel

Controls the visibility of the AI assistant panel in the chat interface.

• Enabled: The InoWiz Copilot panel is displayed in the Chat UI, allowing users to access AI assistance such as summaries, suggestions, and queries.

• Disabled: The InoWiz Copilot panel will not be visible in the Chat UI.

AI-Based Knowledge Article Suggestions

Controls automatic suggestions of knowledge articles.

• Enabled: AI automatically suggests relevant knowledge articles based on the conversation.

• Disabled: No automatic suggestions are shown. Users must manually search for knowledge articles.

Create Record Suggestions

Controls AI suggestions for creating CRM records.

• Enabled: AI suggests actions like creating a Case, Lead, Appointment, etc., based on the conversation context.

• Disabled: No record creation suggestions are shown. Users must create records manually.

Text Rephrase Panel

Controls AI-powered message improvement.

• Enabled: Users can rephrase messages using AI for better clarity, tone, and grammar. The rephrase option is available in the UI.

• Disabled: The rephrase option will not be available in the Chat UI.

Reply Suggestions Count

Defines the number of AI-generated quick reply suggestions shown to the agent.

• When set, the system will display the specified number of reply suggestions during the conversation.

Sentiment Calculation Scope

Sentiment calculation is the process of analyzing customer messages to determine their emotional tone (Positive, Neutral, or Negative), helping agents understand customer mood and respond appropriately.

Choose how sentiment is analyzed:

• All Messages

Considers the full conversation history and gives sentiment based on all messages within the conversation.

• Recent X Number of Incoming Messages

Once this option is selected, an additional field becomes visible to enter the number of incoming messages (X value).

This allows you to define exactly how many recent messages should be considered for sentiment calculation.

AI Response Tracking

• Store AI Response: When AI generates responses, users can give feedback using 👍 or 👎 (thumbs up/down).

• Record AI Responses: Choose how responses are stored in CRM:

All Responses - Stores every AI-generated response in CRM for tracking and analysis.

Only on Feedback - Stores AI responses only when the user provides feedback (👍 or 👎), helping capture selected interactions.

None - Does not store any AI-generated responses in CRM.