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Whatsapp channel not working

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Posted on by Vicent R. 17

I am trying to set up the whatsapp channel for Dynamics 365 Omnichannel.

I have followed the documentation provided by Microsoft (https://docs.microsoft.com/en-us/dynamics365/omnichannel/administrator/configure-whatsapp-channel) and the documentation I have found on some blogs around the web.

Twilio account is set up; the whatsapp channel in Dynamics is set up and the telephone number validated; the routing rule in the whatsapp workstream is set up.

However, when I send a Whatsapp, nothing happens on the Omnichannel for Customer Service app.

Any ideas?

  • CU28110715-0 Profile Picture
    CU28110715-0 4 on at
    Whatsapp channel not working
    It seems you’ve covered the main troubleshooting steps, but here are a few additional things to check that might help resolve the issue with the WhatsApp channel in Dynamics 365 Omnichannel:
    Double-check WhatsApp Number Configuration: Ensure that the phone number you’ve validated with Twilio is also correctly associated with the WhatsApp channel in Dynamics. Sometimes, even if the number is validated, it might not sync properly with the workstream.
    Twilio Webhook URL: In your Twilio account, ensure that the webhook URL pointing to your Dynamics 365 Omnichannel instance is correct. If the URL isn’t set up right, messages sent via WhatsApp might not reach your platform.
    Omnichannel Routing and Availability: Ensure that your agents are properly logged into the Omnichannel app and are set to ‘Available’ to receive WhatsApp messages. If agents are not available or the routing rules are misconfigured, this could block incoming messages.
    Test with Other Numbers or Devices: It can help to test with different WhatsApp numbers to rule out any issues with the number itself. Testing with multiple devices could also help isolate the issue.
    Logs and Error Messages: Don’t forget to review the error logs in Dynamics 365 for any specific messages or issues that might be preventing WhatsApp messages from coming through.
    If you’ve already done this and the issue persists, I recommend reaching out to Microsoft’s support for deeper troubleshooting, as they can check server-side settings that may not be easily visible.
    Also, consider rechecking your WhatsApp number's validation and ensure it's being correctly routed to the respective agent or queue in the workstream.
    Best of luck!
  • CU28110715-0 Profile Picture
    CU28110715-0 4 on at
    Whatsapp channel not working
    It seems you’ve covered the main troubleshooting steps, but here are a few additional things to check that might help resolve the issue with the WhatsApp channel in Dynamics 365 Omnichannel:
    Double-check WhatsApp Number Configuration: Ensure that the phone number you’ve validated with Twilio is also correctly associated with the WhatsApp channel in Dynamics. Sometimes, even if the number is validated, it might not sync properly with the workstream.
    Twilio Webhook URL: In your Twilio account, ensure that the webhook URL pointing to your Dynamics 365 Omnichannel instance is correct. If the URL isn’t set up right, messages sent via WhatsApp might not reach your platform.
    Omnichannel Routing and Availability: Ensure that your agents are properly logged into the Omnichannel app and are set to ‘Available’ to receive WhatsApp messages. If agents are not available or the routing rules are misconfigured, this could block incoming messages.
    Test with Other Numbers or Devices: It can help to test with different WhatsApp numbers to rule out any issues with the number itself. Testing with multiple devices could also help isolate the issue.
    Logs and Error Messages: Don’t forget to review the error logs in Dynamics 365 for any specific messages or issues that might be preventing WhatsApp messages from coming through.
    If you’ve already done this and the issue persists, I recommend reaching out to Microsoft’s support for deeper troubleshooting, as they can check server-side settings that may not be easily visible.
    Also, consider rechecking your WhatsApp number's validation and ensure it's being correctly routed to the respective agent or queue in the workstream.
    Best of luck!
  • Community member Profile Picture
    Community member 2 on at
    Whatsapp channel not working

    1. Check Twilio Configuration: Ensure that your Twilio account is properly configured to handle incoming messages from WhatsApp and that the webhook URL provided by Dynamics 365 Omnichannel is correctly set up in your Twilio account.

    2. Verify WhatsApp Number Configuration: Double-check that the WhatsApp number you've configured in Dynamics 365 Omnichannel is correctly validated and configured to receive messages.

    3. Review Routing Rules: Verify that the routing rule you've set up in the WhatsApp workstream is correctly configured to route incoming messages to the appropriate queue or agent.

    4. Check Omnichannel Work Distribution: Ensure that agents are logged in and available to receive messages in the Omnichannel for Customer Service app. Also, verify that the workstream is active and properly configured to distribute work to agents.

    5. Review Logs and Error Messages: Check the logs and error messages in Dynamics 365 to see if there are any errors or issues reported that might indicate why the messages are not appearing.

    6. Test with Different Scenarios: Try sending messages from different WhatsApp numbers and devices to see if the issue is specific to certain configurations or scenarios.

    7. Reach Out to Support: If you're still experiencing issues after trying the above steps, consider reaching out to Microsoft support or consulting with a Dynamics 365 expert for further assistance.

  • Ken Hubbard Profile Picture
    Ken Hubbard on at
    RE: Whatsapp channel not working

    Hello Vicent,

    I would recommend opening a direct support ticket under Dynamics 365 Customer Engagement Online >> Applications and Addons >>  Omnichannel for Customer Service so that we can review your configuration and assist you further.

    Ken Hubbard

    Dynamics Support

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