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In the previous post, we provisioned the Omnichannel for Customer Service and had configured the Chat channel.
In this post, we’d see how to set up the WhatsApp channel (preview)
Within the Omnichannel Administration app, navigate to Channels à WhatsApp and create a new WhatsApp account record.
Provide the required consent
As a first step, let us set up the Twilio sandbox account to be used for WhatsApp channel configuration.
Create Twilio WhatsApp account
https://www.twilio.com/whatsapp
Navigate to console and copy the value of Account SID and AUTH TOKEN
https://www.twilio.com/console
Specify Account SID and Auth token of the Twilio account created in the new WhatsApp channel record.
Saving the record will generate the Twilio inbound URL, copy that URL.
Navigate to Twilio Console à Programmable SMS à WhatsApp and activate the sandbox.
Follow the instructions to configure the sandbox.
On successful confirmation, select Sandbox in the navigation menu and paste the Twilio Inbound URL generated eariler in the “When a message comes in” text box
Back in our WhatsApp channel record, add the sandbox WhatsApp number configured
Specify the Twilio Sandbox WhatsApp number and select the out of the box WhatsApp workstream.
The default WhatsApp workstream
Next click on Validate to check the configuration
With validation successful now we are good to test it.
Send the message to the Twilio sandbox number
The agent will receive the notification from the WhatsApp channel configured.
On accepting the notification, Agent can now communicate with the visitor.
Thus, we saw how seamless it is to configure and get started with WhatsApp channel in Omnichannel for Customer Service.
Refer below blogs to learn in-depth about the Omnichannel
https://neilparkhurst.com/2020/05/29/omnichannel-for-customer-service-collection/
https://thecrm.ninja/omnichannel-for-dynamics-365/
along with Microsoft Docs
https://docs.microsoft.com/en-us/dynamics365/omnichannel/omnichannel-customer-service-guide
Hope it helps..
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