Connected field service WhatsApp integration with Microsoft 365 Platform

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Here’s an example of incredible integration possibilities with Microsoft Tech. & other communication tools – we’ve used WhatsApp here. So the customer messages the organization over WhatsApp with an issues, which the agent/engineers receives & acknowledges over an adaptive card in MS Teams in real time! With deep integration from Teams to PowerApps, the agent is able to assign a technician real time with the case in a few clicks. The agent is further able to guide the technician to resolve the issue by collaborating on Teams & finally resolve the case in PowerApps and WhatsApp back the customer from PowerApps, real time!

Technologie

Having fun with
Microsoft tech.
from Teams to
Power Platform
to WhatsApp
BY
Sanjiv Venkatram
https://www.linkedin.com/in/sanjiv-
venkatram/
@VenkatramSanjiv
Microsoft enthusiast &
community member
BY
Mohamed Ashiq Faleel
Solutions Architect @ TCS
https://www.linkedin.com/in/ashiqf/
@ashiqfaleel
User Delight with Microsoft Cloud
ashiqf@gmail.com https://ashiqf.com
Prudentia Consulting Pte. Ltd

How – Design of the solution
Power Automate
SharePoint
Power Apps
Microsoft Teams
WhatsApp for Business
User
Send Message
Receive Message

WhatsApp for Business API & Twilio - Introduction
Pre-requisite
• Business verification
Using the API
There are two ways to use the API:
•In this case, one of our third-party business
solution providers (BSPs) hosts the WhatsApp
Business API client. Then, businesses can use
the API through their chosen BSP.
Using a BSP
•In this case, a business directly installs the API
client on their servers.
•Currently, this implementation is not available
for new customers.
Direct
Integration
Twilio - BSP
• Twilio provides functionality to
receive & send WhatsApp messages
connected to your WhatsApp for
Business account
• With Twilio Sandbox for WhatsApp,
you can prototype with WhatsApp
immediately, without waiting for
your Twilio number to be approved
for WhatsApp

References
LinkedIn Group URL: https://www.linkedin.com/groups/9083287/
WhatsApp API Overview: https://developers.facebook.com/docs/whatsapp/overview
Business Solution Provider: https://www.facebook.com/business/partner-
directory/search?solution_type=messaging&ref=pd_home_hero_cta&platforms=whatsapp
Twilio WhatsApp Pricing: https://www.twilio.com/whatsapp/pricing/
Twilio WhatsApp API details: https://www.twilio.com/docs/whatsapp/api
Twilio Sandbox: https://www.twilio.com/docs/whatsapp/sandbox
Adaptive Card Designer: https://adaptivecards.io/designer/
Teams App Deep Link: https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/build-and-test/deep-links
Use Context from Teams on PowerApps: https://docs.microsoft.com/en-us/powerapps/teams/embed-teams-app#use-
context-from-teams

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1. Having fun with Microsoft tech. from Teams to Power Platform to WhatsApp BY Sanjiv Venkatram https://www.linkedin.com/in/sanjiv- venkatram/ @VenkatramSanjiv Microsoft enthusiast & community member BY Mohamed Ashiq Faleel Solutions Architect @ TCS https://www.linkedin.com/in/ashiqf/ @ashiqfaleel User Delight with Microsoft Cloud ashiqf@gmail.com https://ashiqf.com Prudentia Consulting Pte. Ltd

2. How – Design of the solution Power Automate SharePoint Power Apps Microsoft Teams WhatsApp for Business User Send Message Receive Message

3. WhatsApp for Business API & Twilio - Introduction Pre-requisite • Business verification Using the API There are two ways to use the API: •In this case, one of our third-party business solution providers (BSPs) hosts the WhatsApp Business API client. Then, businesses can use the API through their chosen BSP. Using a BSP •In this case, a business directly installs the API client on their servers. •Currently, this implementation is not available for new customers. Direct Integration Twilio - BSP • Twilio provides functionality to receive & send WhatsApp messages connected to your WhatsApp for Business account • With Twilio Sandbox for WhatsApp, you can prototype with WhatsApp immediately, without waiting for your Twilio number to be approved for WhatsApp

4. References LinkedIn Group URL: https://www.linkedin.com/groups/9083287/ WhatsApp API Overview: https://developers.facebook.com/docs/whatsapp/overview Business Solution Provider: https://www.facebook.com/business/partner- directory/search?solution_type=messaging&ref=pd_home_hero_cta&platforms=whatsapp Twilio WhatsApp Pricing: https://www.twilio.com/whatsapp/pricing/ Twilio WhatsApp API details: https://www.twilio.com/docs/whatsapp/api Twilio Sandbox: https://www.twilio.com/docs/whatsapp/sandbox Adaptive Card Designer: https://adaptivecards.io/designer/ Teams App Deep Link: https://docs.microsoft.com/en-us/microsoftteams/platform/concepts/build-and-test/deep-links Use Context from Teams on PowerApps: https://docs.microsoft.com/en-us/powerapps/teams/embed-teams-app#use- context-from-teams

Connected field service WhatsApp integration with Microsoft 365 Platform

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