You’ve likely heard the term “omnichannel”, but what does it really mean for your business?
Today’s customers expect seamless support across multiple channels, including WhatsApp, SMS, website live chat, social messaging, and Microsoft Teams. Miss a beat, and you risk frustrated customers, lost sales, and missed growth opportunities.
Microsoft Dynamics 365 Omnichannel for Customer Service already gives you a unified platform to manage all these interactions. But imagine taking it to the next level, automating responses, capturing leads in real time, and turning every conversation into an actionable CRM record, all without leaving Dynamics 365.
That’s exactly what Inogic’s omnichannel apps, WhatsApp4Dynamics, TextSMS4Dynamics, and LiveChat4Dynamics, enable you to do. By combining Microsoft’s robust platform with Inogic’s advanced enhancements, you deliver faster, smarter, and more personalized customer experiences.
Why True Omnichannel Matters
Here’s why omnichannel engagement is a game-changer for you:
- Faster response times: Agents can reply instantly from one centralized interface.
- Better customer satisfaction: Context is preserved across channels, reducing frustration.
- Increased conversions: Immediate, personalized support helps drive purchases.
- Operational efficiency: Agents handle multiple conversations efficiently without switching apps.
Example: John reaches out about a product on WhatsApp. Later, he messages via SMS about a follow-up question. Because your Dynamics 365 omnichannel workspace shows all messages in one conversation thread, your agent can respond with full context, even adding notes or creating a CRM record seamlessly.
Microsoft Dynamics 365 Omnichannel: The Native Advantage
Dynamics 365 provides a strong omnichannel foundation:
- WhatsApp & Social Messaging: Facebook Messenger, Teams, and more.
- SMS & Voice: Fully integrated in the agent workspace.
- Live Chat: Embed directly on your website.
- AI & Automation: Use Copilot and Power Automate to streamline responses.
However, enterprises often need:
- AI-powered response suggestions
- Prebuilt automation triggers
- Enhanced lead capture and post-chat feedback
- Advanced analytics and reporting
This is where Inogic adds significant value.
Where Inogic Enhances Your Omnichannel Strategy
Inogic doesn’t replace Microsoft Omnichannel; it enhances it. Here’s how:
1. WhatsApp4Dynamics
Key Features:
- Enhanced API Integration: Supports WhatsApp Business API for production-ready deployments.
- Voice Calls: Customers can make voice calls directly via WhatsApp; all calls are logged in CRM.
- AI-Powered Responses: Suggested replies, conversation summaries, sentiment analysis.
- Automation Triggers: Initiates workflows such as lead creation, follow-up emails, or case escalation.
Use Case: A sales agent receives a WhatsApp inquiry about a product. WhatsApp4Dynamics suggests AI responses, logs the conversation in CRM, and triggers follow-up emails automatically, saving time and increasing sales efficiency.
2. TextSMS4Dynamics
Key Features:
- Advanced SMS Features: Schedule reminders, alerts, confirmations, and follow-ups.
- Workflow Integration: Connect SMS replies to CRM entities such as Cases, Opportunities, or Campaigns.
- Bulk Messaging: Send personalized or bulk messages directly from CRM.
Use Case: A healthcare clinic automates appointment reminders. Missed appointments trigger follow-up SMS, all tracked in Dynamics 365, improving operational efficiency and patient satisfaction.
3. LiveChat4Dynamics
Key Features:
- Customizable Widgets: Align chat interface with your website branding.
- Lead Capture & Pre-Chat Forms: Capture visitor information automatically into CRM.
- Post-Chat Feedback: Collect actionable insights for service improvement.
- 24-Hour Session Tracking: Maintains conversation continuity even if visitors leave and return.
Use Case: Jane initiates a live chat. LiveChat4Dynamics auto-creates a lead, captures conversation context, and collects post-chat feedback. Agents respond faster, all interactions are stored in CRM, and service quality improves.
Comparing Capabilities: Microsoft vs Inogic Enhancements
| Capability | Microsoft Omnichannel | Inogic Enhancements |
| WhatsApp Integration | Supported via Channel Integration Framework | Enhanced API, AI responses, automation |
| SMS Messaging | Natively supported | Extended features, bulk messaging, CRM workflow triggers |
| Live Chat | Native channel | Customizable widget, lead capture, post-chat surveys |
| Automation | Power Automate/custom flows | Prebuilt triggers, simplified configuration |
| AI Assistance | Copilot and AI features | Additional AI for WhatsApp responses and summaries |
Benefits of Using Inogic with Microsoft Omnichannel
- Seamless Integration: No need to switch apps, everything stays in Dynamics 365.
- Enhanced Customer Experience: Pre-built automation ensures faster, contextual responses.
- Sales Enablement: Capture leads directly from live chat or social messaging channels.
- Operational Efficiency: Agents save time with AI suggestions, workflow triggers, and unified conversation tracking.
Companies that integrate AI and automation into omnichannel support see up to 25% faster response times and 15% higher customer satisfaction.
Final Thoughts
Microsoft Dynamics 365 Omnichannel provides a strong foundation for unified customer engagement. Inogic apps enhance this foundation with deeper integration, automation, AI support, and channel-specific improvements.
By combining native Microsoft capabilities with Inogic’s specialized apps, you can:
- Deliver consistent, personalized experiences across all customer touchpoints
- Increase conversion rates by responding faster and more contextually
- Optimize agent productivity with prebuilt workflows and AI assistance
If you’re serious about building a robust omnichannel strategy, leveraging both Microsoft’s Omnichannel platform and Inogic enhancements is the way forward.
Frequently Asked Questions about Omnichannel CRM Support
1. How can I manage multi-channel customer conversations in my CRM efficiently?
Customers communicate across WhatsApp, SMS, live chat, and social messaging. To prevent context loss, you need a unified workspace inside your Dynamics 365 CRM. WhatsApp4Dynamics, TextSMS4Dynamics, and LiveChat4Dynamics consolidate all messages in one interface, automate responses, and log every interaction. Agents can respond faster, maintain conversation history, and turn interactions into actionable CRM records, all without switching apps.
2. How to integrate WhatsApp with Dynamics 365 CRM?
Integrating WhatsApp into your Dynamics 365 CRM can streamline customer conversations and keep all interactions in one place. Using WhatsApp4Dynamics, you can send and receive WhatsApp messages directly within CRM, log conversations automatically, and even handle voice calls. Workflow automation and AI-assisted responses ensure your team can reply faster while maintaining context, turning every conversation into an actionable CRM record.
3. Can I integrate WhatsApp and voice calls directly with my CRM?
Yes. WhatsApp4Dynamics supports WhatsApp messaging and voice calls inside Dynamics 365 CRM. Every call and message are automatically captured in the CRM, preserving context. Workflow triggers can automate follow-ups, helping your team deliver real-time, personalized customer support.
4. How can I automate SMS reminders and follow-ups in CRM?
SMS remains a critical communication channel. TextSMS4Dynamics allows you to send personalized or bulk SMS directly from Dynamics 365 CRM, link messages to cases, opportunities, or campaigns, and automate follow-ups. Your agents can save time while ensuring timely engagement with customers.
5. How can I capture leads from website live chat in CRM?
With LiveChat4Dynamics, every website chat automatically creates a CRM lead and logs conversation history. Pre-chat forms capture visitor details, while post-chat surveys collect feedback. Agents can respond contextually, and all records are stored in Dynamics 365 CRM, ensuring no lead is missed.
6. Can AI assist my CRM team in responding faster without losing personalization?
Absolutely. WhatsApp4Dynamics provides AI-powered response suggestions and conversation summaries for WhatsApp.
7. What are the benefits of integrating omnichannel apps with my CRM?
Centralizing WhatsApp, SMS, and live chat in Dynamics 365 CRM improves agent efficiency, enhances operational workflows, automates routine tasks, and ensures every lead and conversation is logged. You increase customer satisfaction, retention, and revenue while giving your team an intelligent workspace.
Transform your CRM conversations across WhatsApp, SMS, and live chat.
Start your 15-day free trial of WhatsApp4Dynamics, TextSMS4Dynamics, and LiveChat4Dynamics today, directly from our website or Microsoft Marketplace.
Contact us at crm@inogic.com.