Chat Notifications

Chat Notifications help CRM agents stay updated with all important chat activities and conversation-related actions directly within Microsoft Dynamics 365 CRM.

The notification system ensures that CRM agents are instantly informed about:

• Incoming customer messages

• Chat ownership activities

• Chat Assignment and Discussion requests

• Incoming WhatsApp calls

• Unread conversations

These notifications improve agent responsiveness, streamline communication workflows, and provide a seamless customer engagement experience across all Dynamics 365 applications.

How Notifications Works:

Note: If a CRM agent is unable to view the notification panel or receive chat notifications, ensure that the CRM agent is added to the default WhatsApp4Dynamics Team and, if applicable, to the Assigned Team configured in the Configuration record. Only CRM agents who are part of the configured teams will receive chat-related notifications within Dynamics 365 CRM.

Notification for New Conversations

If a chat session is owned by a Team and no CRM agent has accepted the chat yet, notifications for incoming messages will be sent to all team members associated with the assigned team in the configuration. This ensures that no customer message is missed and allows team members to take ownership of the conversation.

Unread Message Notifications

Whenever a new WhatsApp message is received, WhatsApp4Dynamics automatically generates a notification within Dynamics 365 CRM.

While navigating across different apps, entities, dashboards, or records in CRM, the notification bubble displayed on the right-hand side of the screen indicates the total number of unread chats.

This helps CRM agents stay informed about pending customer conversations without needing to remain on the Chat UI screen.

View Chat Notifications

Once a CRM agent accepts a chat, all future incoming messages from the customer will generate View Chat notification for the Chat Session Owner. These notifications allow the assigned CRM agent to directly open and continue the conversation from the chat panel.

Incoming Call Notifications

When an end user initiates a WhatsApp call, an incoming call notification is displayed in the notification panel. Clicking the notification redirects the CRM agent to the Chat UI, where the incoming call can be accepted and continued.

Assign To Me Notification after an Idle Timeout

If the Chat Session Owner (CRM Agent) does not respond to the end user within the configured Idle Timeout duration, other eligible CRM agents within the assigned team will receive an Assign to me notification.

This functionality allows another CRM agent to take ownership of the conversation and continue assisting the customer without interruption.

Assign to me Options

If CRM Agent Selects “Yes”

• Chat ownership is transferred to the selected CRM agent.

• The CRM agent can continue the conversation immediately.

If CRM Agent Selects “No”

• Ownership remains unchanged.

• The current Chat Session Owner continues to own the conversation.

Chat Session Assignment Notifications

• Assign using Dynamics 365 Assign Functionality

If a chat session is assigned using the standard Dynamics 365 Assign option, the newly assigned CRM agent will receive a notification indicating that the chat has been assigned to them.

• Chat Session Assignment from Chat UI

If a CRM agent assigns a chat session using the Assign option available in the Chat UI, the target CRM agent will receive a notification with Accept and Reject options to either take ownership of the chat or decline the request.

If the requested CRM Agent Accepts the Assign Request

• The ownership of the chat session is immediately transferred to the requested CRM agent.

If the requested CRM Agent Rejects the Request

• A rejection pop-up window appears.

• The CRM agent must provide the reason for rejection before declining the request.

The CRM agent who initiated the assignment request will receive a notification indicating whether the target CRM agent has accepted or rejected the request.

Note: The same behavior is applicable for Discuss requests. However, when a Discuss request is accepted, the ownership of the chat session remains unchanged and is not transferred to the requested CRM agent.

With Notifications in WhatsApp4Dynamics, organizations can efficiently manage customer conversations, improve collaboration among CRM agents, and deliver a seamless customer communication experience directly within Microsoft Dynamics 365 CRM.

Enable System Notification

Stay responsive with global audio alerts for new WhatsApp messages, even when you're not actively on the chat screen or inside Dynamics 365 CRM.

To activate it, go to Configurations → WhatsApp Preferences and switch on Enable System Notification.

Unlike standard in-app notifications, this feature plays a sound no matter where you are in Dynamics—whether you're reviewing records, managing cases, or working on dashboards.

Make sure your browser allows sound notifications and that the Dynamics tab isn't muted, so you never miss an important message.

Note: WhatsApp notifications are fetched when the model-driven app is initially launched. However, if a user remains on a page for an extended period, new notifications will not be fetched until the user navigates to a different page.

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