Microsoft has introduced a first-party WhatsApp channel for Dynamics 365 Contact Center, now available in public preview. This integration leverages Azure Communication Services, simplifying the setup and eliminating the need for third-party connectors. With this feature, customer service teams can engage with customers through WhatsApp, offering an asynchronous communication channel that respects customer preferences and time.
Key features include easy configuration for administrators, a unified interface for agents to manage WhatsApp conversations, and detailed performance reports for supervisors. By integrating WhatsApp directly into Dynamics 365, businesses can provide seamless, secure, and personalized customer service, enhancing customer satisfaction and operational efficiency
