Illustrative previewA custom AL extension that embeds a two-way WhatsApp Business chat panel directly inside your Dynamics 365
contact, lead, and case records — with approved templates, dynamic merge fields, and event-triggered automation. Built, deployed as a per-tenant extension, and supported by
ECOSIRE on your own environment.
What is WhatsApp Business for Dynamics 365 CRM?
A custom AL extension that embeds a two-way WhatsApp Business chat panel directly inside your Dynamics 365 contact, lead, and case records — with approved templates, dynamic merge fields, and event-triggered automation. Built, deployed as a per-tenant extension, and supported by ECOSIRE on your own environment. Built to order by ECOSIRE for Dynamics 365 BC (build-to-order) — indicative price from $999.00 USD; request a quote for a scoped proposal.
Key Features
Built to order, done for you
No DIY setup — a working app, built, installed and supported by ECOSIRE.
- 1
You order
Start with a one-time build price. We scope it with you at kickoff.
- 2
We build & install
ECOSIRE builds, configures and installs it on your Dynamics 365 Business Central.
- 3
Go live + support
You go live in about one working week, with two weeks of go-live support. Defects in the code we deliver are fixed free of charge.
About this Product
WhatsApp Business for Dynamics 365 CRM is a build-to-order extension that makes WhatsApp a first-class channel inside your Dynamics environment — no tab-switching, no copy-paste, no separate inbox. ECOSIRE designs, builds, installs, and supports it as a per-tenant AL extension deployed directly to your Business Central / Dataverse-connected environment. This is not an instant AppSource download: we scope your exact provider, templates, and record types, then engineer and hand over a working solution.
The core is a page extension that adds a live two-way chat panel to your contact, lead, and case records. Outbound and inbound messages are stored in custom AL tables tied to the record, so every conversation is part of the customer's history. Connectivity runs through your choice of gateway — the Meta Cloud API (WhatsApp Business Platform) or Twilio — wired via outbound HttpClient calls and a secured inbound webhook endpoint that resolves the sender's phone number back to the correct CRM record.
Approved WhatsApp message templates are managed in a dedicated setup page, with placeholders bound to live CRM fields so a single template merges contact name, order number, or case reference at send time. Event subscribers and an optional Power Automate / job queue layer fire messages on triggers you define — a new case, a status change, an appointment reminder — without anyone opening the record. Media, documents, and emoji are fully supported, including attaching files straight from the CRM record.
Everything ships behind dedicated permission sets, with API credentials held in isolated setup tables and message logs auditable per user. You own the extension on your tenant; ECOSIRE provides the warranty period, updates, and support described below.
What you get
- A custom AL per-tenant extension (.app) package, built and installed on your Dynamics 365 / Business Central environment
- Provider integration configured for your chosen gateway — Meta Cloud API or Twilio — including outbound calls and the inbound webhook
- Page extensions adding the two-way chat panel to your contact, lead, and case (or equivalent) record pages
- Custom tables for conversation history, message logs, and gateway/setup configuration
- Approved-template setup with merge-field mapping configured against your CRM fields
- Event subscriber and/or job queue automation for the triggers agreed during scoping, plus optional Power Automate flow guidance
- Permission sets and a configured setup checklist, with administrator and end-user documentation
- Post-delivery warranty, knowledge-transfer session, and the ongoing support terms described in the FAQs
Who this is for
Sales Manager
Wants the team replying to leads on WhatsApp from inside Dynamics, with every conversation logged against the lead record so nothing is lost when a rep is out or a deal is handed over.
Customer-Service Lead
Runs case management in D365 and needs inbound WhatsApp messages routed to the right case, plus automated status-update and reminder messages triggered when a case changes state.
Operations / Marketing Manager
Manages approved WhatsApp templates and wants merge-field personalization plus event-triggered sends (order confirmations, appointment reminders) without bolting on a separate messaging platform.
How WhatsApp Business for Dynamics 365 CRM Compares
| Criterion | ECOSIRE | Custom Build | Competitor | Dynamics 365 Business Central Native |
|---|---|---|---|---|
| Two-way WhatsApp chat inside CRM records | Included | Partial support | Included | Not included |
| Built, installed per-tenant, and supported for you (no in-house AL team needed) | Included | Not included | Partial support | Not included |
| Both Meta Cloud API and Twilio supported | Included | Partial support | Partial support | Not included |
| Approved templates with dynamic CRM merge fields | Included | Partial support | Partial support | Not included |
| Event-triggered automation via AL subscribers / job queue / Power Automate | Included | Partial support | Partial support | Not included |
| Tailored to your exact record types, fields, and triggers | Included | Included | Not included | Not included |
| You own the source on your own tenant | Included | Included | Not included | Partial support |
| Fixed one-time build price, no per-seat SaaS subscription | Included | Partial support | Not included | Partial support |
Frequently Asked Questions about WhatsApp Business for Dynamics 365 CRM
How long until it's live, and how is it delivered?
This is a build-to-order extension, not an instant AppSource download. After a short scoping call to confirm your gateway (Meta Cloud API or Twilio), record types, templates, and triggers, typical delivery is around one working week depending on the number of automations and integrations. We build the AL extension, install it as a per-tenant extension on your own Dynamics 365 / Business Central environment, configure your credentials and templates, and run a knowledge-transfer session before handover.
What do I need to provide before you start?
You'll need a WhatsApp Business account with an approved phone number through either the Meta Cloud API (WhatsApp Business Platform) or a Twilio WhatsApp sender, plus administrator access to the target Dynamics 365 / Business Central environment so we can deploy the per-tenant extension and configure the inbound webhook. We'll guide you through provisioning if any of these aren't set up yet. WhatsApp message templates must be submitted to and approved by Meta — we help you draft and structure them.
Do I get ongoing support and updates after delivery?
Yes. Every build includes a warranty period covering defects in the delivered extension at no extra charge. Beyond that, ECOSIRE offers ongoing support and maintenance — adapting to Business Central platform updates, gateway API changes, new templates, or additional triggers — under a support agreement scoped to your needs. Because you own the extension on your tenant, you're never locked out; we simply remain available to maintain and extend it.
Can it run automated and event-triggered messages, not just manual chat?
Yes. Beyond the manual chat panel, we wire AL event subscribers and an optional job queue so messages fire on triggers you define — a new case, a stage change, an appointment reminder, an order confirmation. If you use the Power Platform, we can also dispatch messages from Power Automate flows on Dataverse events, so automation lives wherever your team already builds it.
Is it secure and properly permissioned?
Yes. API credentials, phone-number IDs, and webhook verification tokens are held in isolated, secured setup tables — never hard-coded. Access is governed by dedicated permission sets so you control who can read conversations, send messages, and manage templates or credentials. The inbound webhook validates the gateway's verification token, and all messages are logged per user for auditability. The extension follows Business Central per-tenant extension and AppSource technical conventions even though it's installed directly rather than via the marketplace.
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WhatsApp Business for Dynamics 365 CRM
A custom AL extension that embeds a two-way WhatsApp Business chat panel directly inside your Dynamics 365 contact, lead, and case records — with approved templates, dynamic merge fields, and event-triggered automation. Built, deployed as a per-tenant extension, and supported by ECOSIRE on your own environment.
- Two-way WhatsApp chat panel embedded as an AL page extension on contact, lead, and case records — send and receive without leaving Dynamics
- Full conversation history persisted in custom AL tables linked to each CRM record, so messages live alongside the customer's other activity
- Provider-agnostic gateway layer supporting both the Meta Cloud API (WhatsApp Business Platform) and Twilio, selected per your account at build time
- Secured inbound webhook endpoint that matches incoming sender numbers back to the right contact, lead, or case automatically