Dynamics Community Forum Thread Details

Send Whatsapp template message to customer from Customer Service Workspace

We previously sent messages to end users outside the 24-hour WhatsApp window using a quick message such as “Do you still want to get in touch with us?” from within the "Conversation form" in the Customer Service Workspace. This message was registered with Twilio as a template, which allowed us to send it even after the 24-hour session had expired.

However, due to recent changes in Twilio/Meta's policy regarding message templates — which now require the use of a template SID when sending templates (https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/configure-whatsapp-channel#whatsapp-message-types-and-24-hour-session-rule) — it is no longer possible to send such messages from within the "Conversation form" in Dynamics.

Does anyone has any suggestions on how we can address or work around this limitation?

Categories:

Dynamics 365 Customer Service

✅ Prerequisites
Before you can send WhatsApp messages:
Omnichannel for Customer Service must be enabled.
WhatsApp channel must be configured in Omnichannel admin settings (via Twilio, Infobip, or other WhatsApp Business API providers).
The customer must have:
A contact record in Dynamics 365.
A valid WhatsApp number (usually stored in Mobile Phone).
The WhatsApp template message must be pre-approved by WhatsApp (via the provider).
Your agent must be assigned to the correct Omnichannel agent profile with permissions.

How to Send a WhatsApp Template Message
🛠 Step-by-Step from Customer Service Workspace:
1. Open the Customer's Case or Contact
In Customer Service Workspace, open the customer contact or case record.
2. Start a WhatsApp Conversation
On the right-hand panel (the communication panel), click on the + icon or Start conversation.
Choose WhatsApp as the communication channel.
3. Select the WhatsApp Number
The system will automatically pull the customer’s WhatsApp number from their contact record (if configured correctly).
If not present, you’ll need to add/update it in the Contact entity.
4. Choose a Template Message
If this is an outbound (proactive) message, only pre-approved templates can be used.
A list of approved templates will be shown to the agent.
Select the appropriate template.
5. Fill in Template Parameters
WhatsApp templates often have dynamic fields like:

Hello {{1}}, your case {{2}} has been updated.

Fill in the values and click Send.
6. Message Sent
The customer receives the message on WhatsApp.
If they reply, the conversation becomes a two-way WhatsApp session visible in the agent's communication panel

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