AMA: Social Media integration with PVA

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Posted on by Roma Gupta

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How could we possibly include social media integration like Whatsapp with PVA?

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dian74 63 Most Valuable Professional on at

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Hi GR29! Thanks for your question! We currently have the ability to use Whatsapp (and many more) channels in the Omnichannel app for Dynamics 365 Customer Service, so I would recommend using that. PVA is a chat bot, and we are not managing channels here. I hope that helps!

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Roma Gupta 167 on at

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Actually the customer is looking to build a solution so that a bot can answer Whatsapp questions!!
I have done API integrations with WhatsApp but looking forward to what we can do here

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dian74 63 Most Valuable Professional on at

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Hi GR29! Yes that was what I was referring to. I assume you mean a customer sends a message through whatsapp and you want the bot to respond to that question? Additional channels like these are not available OOB.

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Anna Chu Microsoft Employee on at

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Just getting clarity @GR29 I think @D365Goddess answered your question - via the Omnichannel app for D365 Customer Service you can answer questions coming in from Whatsapp but there isn't anything out of the box via PVA to do what you're asking for. Did that help?

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Roma Gupta 167 on at

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Understood thanks a mil @D365Goddess & @AnnaChu

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