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How to integrate Power Virtual Agent bot with Whatsapp Twilio

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Posted on by Nikhitha Sowjanya

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Please provide any references to integrate a power virtual agent bot with Whatsapp channel .

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CRMshare 2 on at

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How to integrate Power Virtual Agent bot with Whatsapp Twilio

I have read: Add a WhatsApp Channel to your Power Virtual Agents Bot with Twilio

Question: What happens when the WhatsApp end customer enters: Talk to an agent

Does it then create an Incoming Alert for the customer service rep. in his Ms Dynamics CRM Omnichannel solution?

Is the chat history visible to the customer service rep?

What about variables in MS Copilot? You can define variables for routing use in CRM but would this work with Twilio integration too?

or is it exclusively working with the chatbot and not with integration to customer service?
Zhenya 111 on at

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Re: How to integrate Power Virtual Agent bot with Whatsapp Twilio

Hi, question, Where actual relay (broker) need to be uploaded? Is this something we should use as Azure functions/app? ngrok doesn't seems a good production solution, it works for some testing for us but url keep changing with every new service start.
MauSolWon Microsoft Employee on at

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Re: How to integrate Power Virtual Agent bot with Whatsapp Twilio

I have it, using Twilio as a broker. Please check this documentation:
Add a WhatsApp Channel to your Power Virtual Agents Bot with Twilio
Expiscornovus 31,732 Most Valuable Professional on at

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Re: How to integrate Power Virtual Agent bot with Whatsapp Twilio

Hi @nikhitha,

As you are probably already aware there isn't a channel within Power Virtual Agents for WhatsApp. You can upvote one of these ideas:

https://powerusers.microsoft.com/t5/Power-Virtual-Agents-Ideas/Provide-a-WhatsApp-channel/idi-p/415006

https://powerusers.microsoft.com/t5/Power-Virtual-Agents-Ideas/Whatsapp-as-Channel/idi-p/665584

Alternatively you could use code to integrate with WhatsApp. I have seen the Infobip WhatsApp Adapter on GitHub which might be worth checking out?

https://github.com/BotBuilderCommunity/botbuilder-community-dotnet/tree/develop/libraries/Bot.Builder.Community.Adapters.Infobip.WhatsApp

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