WhatsApp Conversation Manager in Dynamics 365 CRM

WhatsApp4Dynamics provides a seamless integration between WhatsApp Business Account and Microsoft Dynamics 365 CRM. It allows users to communicate with customers and partners directly within the Dynamics environment and eliminates the need to switch between different platforms.

Chat Hub

The Chat Hub is designed to simplify and streamline how customer service teams manage and track conversations. It offers a centralized, intuitive interface where agents can view and respond to all WhatsApp chats and calls from a single screen.

With its user-friendly layout, the Chat Hub provides quick access to critical customer information, enabling faster, more effective communication and improved customer support.

How It Works

1. Centralized Conversation Management

All customer interactions, chats and voice calls are displayed in one unified view. This eliminates the need to switch between different screens or modules, allowing support agents to work more efficiently and maintain better context during conversations.

2. Message Cards for Quick Insights

Each customer conversation is represented as a Message Card, giving you a snapshot of essential details at a glance:

• Customer Name/Number: Displays the customer’s name (if available) or their WhatsApp number.

• Last Message Date: Shows when the most recent message was sent or received.

• Recent Message Preview: Provides a short preview of the latest message.

• Chat Sentiment (If AI-enabled): An automatic summary of the conversation's tone, whether it’s positive, negative, or neutral.

• Wait Time: A real-time clock that shows how long a customer has been waiting for a response. The timer resets to 0 when you reply and resumes when a new message arrives.

• Unread Message Count: Displays the number of unread messages in a conversation, helping you prioritize responses.

3. Search and Filter Options

To quickly navigate through your conversations, the Chat Hub offers several tools:

• Search Bar: Easily search for chats by customer name or phone number.

• Collapse Icon (☰): Minimize the left panel to focus solely on the main chat area.

• Filter Options: Sort conversations based on various criteria, including:

My Chats: Chats assigned to you

New Chats: Unread messages

Accepted Chats: Chats you’ve accepted

Bot Conversations: Automated conversations handled by bots.

Blocked Chats: Conversations with blocked contacts.

Chats with Sentiment: Conversations with sentiment analysis available.

Active Chats: Chats awaiting a response.

4. Tabs for Chats and Calls

The Chat Hub is divided into two main tabs at the bottom of the left panel:

• Chats Tab: Displays all chat conversations with customers.

• Calls Tab: Shows all voice call interactions, including call details and histories.

5. Call History and Management

In the Calls Tab, you can easily manage customer call details:

Each call is represented as a Call Card that includes:

• Customer Name

• Last Call Time

• Call Status: Incoming, Outgoing, or Missed.

• Call History Expansion: For customers with multiple calls, you can expand the card to view:

Total call count and date.

Detailed call history (date, type, and duration of each call).

6. Customizable Call Views

The Calls Tab allows you to choose different views to track call interactions:

• Call History: View the complete call history for all customers.

• My Completed Phone Calls: View only calls that have been completed by you.

• All Phone Calls: See all calls, including those not assigned to you.

• My Phone Calls: View only the calls assigned to you for follow-up.

The Chat Hub’s layout and features are designed to increase productivity:

• AI-driven insights such as chat sentiment to help you gauge the tone of customer conversations.

• Real-time status updates like wait times and unread messages to help you prioritize your tasks.

• Flexible filtering and search options to help you easily navigate through your conversations and focus on the most urgent cases.

Double Tap to Open Customer Info or Record

• If customer is not set for chat: Double-tapping on a chat hub record will open the profile details of the record.

• If customer is set for chat: Double-tapping will open the customer entity record directly, providing quick access to detailed CRM information without needing to navigate to different screens.

This enhances workflow efficiency by allowing agents to access customer records instantly while handling conversations in the Chat Hub.

With WhatsApp4Dynamics, you can enjoy the same experience as WhatsApp in Dynamics 365 CRM.

• Chats will show the following information:

  • Profile Name – This shows the WhatsApp Profile name set by the user.

  • Mobile Number – This shows the Mobile number with the Country Code of the user.

  • Message – Content of the message sent or received.

  • Status – This field describes the Status of the message, such as whether the message is sent, delivered, received, read, etc.

  • Direction of the message – In this field, you can view if a message is an incoming or an outgoing message.

  • Date and Time - Similar to WhatsApp, you can view the date and time of when a message was sent, delivered, received, read, etc.

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