How many different places does your team check to manage customer conversations? A website chat here, a WhatsApp message there, and an SMS update somewhere else. When these conversations are scattered across platforms, your team can lose context, miss follow-ups, and spend more time switching between tools.
Dynamics 365 CRM can give you a more connected way to manage customer communication. By bringing WhatsApp, SMS, and live chat into your CRM workflow, you can meet customers on the channels they prefer while keeping their conversations right inside your CRM.
Here’s how you can make that happen with Inogic’s omnichannel apps.
Key Takeaways
- WhatsApp, SMS, and live chat support different customer communication needs.
- Connecting these channels with Dynamics 365 CRM gives teams a central place to manage customer interactions.
- You don’t have to choose a single communication channel. Using multiple channels can help you meet customers where they prefer to communicate.
- Inogic offers dedicated apps for WhatsApp, SMS, and live chat integration with Dynamics 365 CRM.
What Customer Communication Options Can You Use in Dynamics 365 CRM?
Different customers prefer different channels, and each interaction may require a different approach. Here are three communication options you can connect with Dynamics 365 CRM.
Connect WhatsApp Conversations to Dynamics 365 CRM
WhatsApp can be a useful channel when customers want a familiar, conversational way to communicate with your business. With WhatsApp4Dynamics by Inogic, you can bring WhatsApp Business conversations into Dynamics 365 CRM.
You can manage two-way conversations, map chats to CRM records, work with message templates, share media, and maintain chat history within the CRM environment. This can help your team keep WhatsApp interactions connected to the customer information they already use.
Send and Receive SMS from Dynamics 365 CRM
SMS works well when you need to send short, direct messages that customers can see on their phones. You can use text messaging for communication such as reminders, updates, notifications, and follow-ups.
TextSMS4Dynamics by Inogic lets you manage two-way SMS communication from Dynamics 365 CRM. You can track messages, associate conversations with CRM records, use templates, and maintain message history without managing your customer communication in a completely separate system.
Engage Website Visitors with Live Chat in Dynamics 365
Sometimes the best time to engage a prospect is while they’re already on your website. Live chat lets visitors ask questions and get responses in real time.
With LiveChat4Dynamics by Inogic, you can connect website chat with Dynamics 365 CRM, capture visitor information, create or associate CRM records, maintain chat history, and manage incoming conversations. This gives your team a way to connect website conversations with the broader customer context in CRM.
Discover our applications today!
WhatsApp vs. SMS vs. Live Chat: Which Channel Fits Your Customer Communication Needs?
There isn’t one channel that works best for every customer or every situation. The right choice depends on what you want to communicate and where the customer is in their journey.
| Key Factors | SMS | Live Chat | |
| Best suited for | Conversational engagement | Direct, short communication | Real-time website engagement |
| Customer interaction | Two-way conversations | Two-way messaging | Real-time conversations |
| Common use cases | Customer support, follow-ups, engagement | Reminders, updates, notifications | Sales inquiries, visitor support |
| Where it happens | Mobile messaging | Business website | |
| Dynamics 365 app | WhatsApp4Dynamics | TextSMS4Dynamics | LiveChat4Dynamics |
The right channel depends on the type of interaction and your customer’s preference. But you don’t have to limit your business to just one. Each channel can play a different role in your overall customer communication strategy.
Why Choose One Communication Channel When You Can Use All Three?
Your customers don’t follow a single communication path, so your business doesn’t have to rely on one channel either.
A prospect could start with live chat while browsing your website, move to WhatsApp for a longer conversation, and later receive an SMS update. When these channels connect with Dynamics 365 CRM, your team can manage different customer interactions while keeping them connected to the CRM environment.
That’s where an omnichannel approach becomes useful. With Inogic’s omnichannel apps, you can bring WhatsApp, SMS, and live chat together with Dynamics 365 CRM, giving your team a connected way to manage customer communication.
Ready to connect your customer communication with Dynamics 365? Download any of these apps and enjoy a free 15-day trial today.
- WhatsApp4Dynamics: Download from Inogic’s website or Microsoft Marketplace.
- TextSMS4Dynamics: Download from Inogic’s website or Microsoft Marketplace.
- LiveChat4Dynamics: Download from Inogic’s website or Microsoft Marketplace.
FAQs
1. Can we integrate WhatsApp with Dynamics 365 CRM?
Yes. WhatsApp4Dynamics connects WhatsApp Business communication with Dynamics 365 CRM, allowing teams to manage conversations and related CRM information from the CRM environment.
2. Can I send SMS from Dynamics 365 CRM?
Yes. TextSMS4Dynamics supports two-way SMS communication from Dynamics 365 CRM, along with message tracking, templates, and conversation history.
3. How does live chat integration with Dynamics 365 work?
LiveChat4Dynamics connects website live chat with Dynamics 365 CRM, allowing teams to manage visitor conversations and associate relevant information with CRM records.
4. What is omnichannel communication in Dynamics 365?
Omnichannel communication connects multiple customer communication channels, such as WhatsApp, SMS, and live chat, with your CRM environment so teams can manage customer interactions across channels.
5. Should I choose WhatsApp, SMS, or live chat?
You don’t necessarily need to choose just one. WhatsApp, SMS, and live chat serve different communication needs, so using multiple channels can help you communicate with customers based on their preferences and the context of the interaction.