Currently, WhatsApp is supported as a communication channel within Dynamics Contact Center and Dynamics Customer Service apps. However, this key channel is not available in Dynamics Customer Insights or Dynamics Marketing, creating a gap for organizations aiming to deliver seamless, omnichannel engagement and marketing campaigns.

Given that Microsoft owns and operates Azure Communication Services (ACS)—which already provides WhatsApp integration—it is logical and technically feasible for Microsoft to support WhatsApp as a channel within both Dynamics Customer Insights and Dynamics Marketing.

Key Points:

• Omnichannel Experience: WhatsApp is a leading global messaging platform. Organizations need to reach their customers on their preferred channels for both service and marketing.
• Existing Support in Other Dynamics Apps: If WhatsApp is already supported in Dynamics Contact Center and Customer Service, it should be extended to Dynamics Marketing and Customer Insights for consistency and full customer journey orchestration.
• Azure Communication Services Integration: With ACS already supporting WhatsApp, Microsoft has the technical foundation to enable this feature natively within its marketing and insights platforms.
• Unified Customer Engagement: Adding WhatsApp to Dynamics Marketing and Customer Insights will allow businesses to coordinate service and marketing efforts, providing a unified approach and better customer experiences.
• Competitive Necessity: Many competitors (Salesforce/Hubspot) already offer WhatsApp integration for marketing campaigns. Microsoft should not lag behind in this critical area.

Please prioritize and implement WhatsApp as a messaging channel in both Dynamics Customer Insights and Dynamics Marketing, leveraging Azure Communication Services or Twilio. This will enable organizations to deliver coordinated, personalized, and effective marketing communications alongside customer service for total marketing and engagement control.