Hi all, hoping someone can help point me in the right direction.
My client currently uses Dynamics 365 Customer Service Chat (Omnichannel) so that their CRM users can interact with customers via their website's chat feature . They're looking to now integrate Facebook and Instagram chat/DM's to Customer Service. I am seeing that Facebook can be integrated via the Customer Service Digital Messaging add-on, however Instagram cannot.
I've come across some 3rd party tools (ex: Zapier, Clarity, etc.) that offer integrations between Instagram and Dynamics 365, but they don't extend as far as Instagram chats. Would anyone know of a product that would allow for the same experience as Facebook chat in Omnichannel: a back-and-forth chat in real-time between the CRM and Instagram users?
It may be important to note that as a 1st phase, my client does not want to implement an AI bot; they want their customers to receive responses from actual CRM users. Down the road, they'd like to incorporate AI though.
Would love any insight you can provide. Thank you!
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