How to Integrate Dynamics 365 with Web Chat: 1-Min Guide

How to Integrate Dynamics 365 with Web Chat

Updated on:

June 5, 2026

By:

Madhav Bhandari

Use this interactive demo to learn how to integrate Dynamics 365 with a web chat feature on your website.

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Here’s how to do it:

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Access your Dynamics 365 and click the 'Sales' menu.
Select 'App Settings' from the options.
Go to the 'App Extensions'.
Scroll down and look for 'WhatsApp Chat and Instant Messaging' for Dynamics 365. Click on it.
Select 'Free trial' to configure message templates and routing rules to ensure conversations land with the right team.
Click 'Free trial' to confirm and to test the integration by sending a WhatsApp message and watch it appear in Dynamics 365.

📌 Why this matters

This integration transforms scattered customer conversations into a unified view within your CRM. When WhatsApp messages flow directly into Dynamics 365, your sales team can see the complete customer journey alongside purchase history, previous interactions, and deal status.

The real advantage goes beyond convenience: you can trigger automated workflows based on chat content, assign conversations using your existing territory rules, and maintain context when customers switch between channels. Your customer data stays centralized, making every interaction more informed and reducing the friction between marketing, sales, and support teams.

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