WhatsApp and Viber for Microsoft Dynamics 365 Customer Insights – Journeys

Engage clients with WhatsApp and Viber from Dynamics Customer Insights - Journeys

Dynamics 365 Customer Insights – Journeys (formerly MS Dynamics 365 Marketing) now empowers all business users, not just marketers. Using AI and natural language input, they can create trigger-based customer journeys across various touchpoints, fostering relationships from prospects to sales and support. Communicate with your customers over their preferred channels: Viber and WhatsApp powered by Infobip.  

Reach clients at every touchpoint of the customer journeys via Viber and WhatsApp

  • Send WhatsApp and Viber messages from Microsoft Customer Insights - Journeys. Deliver rich media WhatsApp and Viber messages.
  • Personalize messages. Insert customer data, such as "Customer first name" or "Customer last name", into your content templates with a simple click.
  • WhatsApp and Viber rich message templates. Templates are used to ensure messages are personalized and unified. They can be enriched with numerous media options to ensure they stand out like images, videos, and URLs.
  • Receive inbound messages and orchestrate customer journeys based on message keywords.
  • Real-time reporting and analytics. Track messages and create actions based on delivery reports.

Power your personalized customer experiences via WhatsApp and Viber

  • Enable real-time customer engagement. Through trigger-based customer journeys, organizations can initiate customer journeys in real time, select the most suitable channel for each individual, and respond to customer actions at crucial moments.
  • Win customers and earn loyalty faster. Real-time customer journeys are truly an end-to-end experience.
  • Retention. Increase retention by building one-on-one relationships with customers via cross-channel support.
  • Personalize customer experiences with AI. Leverage AI-powered recommendations for content, channels, and analytics to drive relevant actions. 

Boost marketing campaigns with Infobip WhatsApp and Viber for Microsoft Dynamics 365 Customer Insights - Journeys

  • Onboarding. Simplify the sign-up and onboarding process.
  • Lead generation. Generate and nurture leads with triggered messages sent on the right channel at the right time, omnichannel campaigns.
  • Operational efficiency. A single interface lets you communicate effectively over multiple channels.

How it works?

Open your Infobip account

Log in to your Infobip account with available WhatsApp and/or Viber channels. If you don’t have an Infobip account, you can open one here.

Add WhatsApp and Viber in Microsoft Dynamics 365 Customer Insights - Journeys

Visit Microsoft AppSource Marketplace and install the integration with Infobip WhatsApp and Viber. Activate integration here.

For more information on how to set up this integration, visit our documentation.


  • Integration is free of charge. Additional messaging costs are applied per your consumption.
  • Infobip account with access to the Portal with available WhatsApp channel and Viber channel. Start your free trial
  • Microsoft Dynamics 365 Customer Insights - Journeys solution.

About the creator

Infobip is an international IT and telecommunications company. It operates a full-stack Communications Platform as a Service with private cloud infrastructure and zero-hop connectivity to telecoms globally.