Send WhatsApp Leads to Dynamics 365 Sales

This recipe makes sure every lead who talks to you in chat ends up in Dynamics 365 Sales, with their details and a note of what they asked about. Part of connecting Dynamics 365 Sales to WhatsApp and AI chat.

What happens today

Enquiries arrive on WhatsApp and Instagram, and the person replying means to key them into Dynamics 365 later. Some get keyed in, some become a second record for a customer you already have, and some stay in a phone. When sales reports on lead sources, chat barely shows up, even though it started many of the conversations.

The flow that works

AeroChat answers the lead’s question first.
It asks for their name, email and company, if it does not have them.
It searches Dynamics 365 for an existing contact or open lead, so a returning customer is not added twice.
It creates a lead with a topic and the lead source, or updates the record it found.
It adds a note with a short summary of the conversation.

The recipe

Copy this into AeroChat

When someone asks about our products or services, answer their question first from our knowledge base. Then follow these steps.

If we do not have their name, email and company, ask: “Can I take your name, email and company so our team can follow up?”

Search Dynamics 365 for a contact with that email. Then search for an open lead with that email or phone number.

If a contact exists, do not create a lead. Add the note to the contact. If an open lead exists, update its phone number if it is missing.

If neither exists, create a lead with their first name, last name, email, mobile phone, company name and a topic that says what they asked about, for example Bulk order enquiry (example).

Set the lead source to Web and put the channel they used in the description (example values).

Add a note to the record with a two-line summary of what they asked about and anything they said about budget, quantity or timing.

If they ask to speak to someone, hand the conversation to the record owner in Dynamics 365, or to our sales team if there is no owner.

Do not ask for their email more than once. If they do not want to share it, carry on helping and create the record with their phone number. Reply in the customer’s language.

Change the lead source and topic wording to the values your Dynamics 365 environment uses before you paste it.

What to connect

Dynamics 365 Sales. An administrator registers an app for AeroChat in Microsoft Entra ID, adds it as an application user with a security role that can read contacts and create leads and notes, and copies the client ID and secret. Paste them in with your environment URL when AeroChat asks.
Your knowledge base. Upload your product or service details to AeroChat so it can answer before it asks for details.

After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Dynamics 365 Sales, add your knowledge base if the recipe uses one, then switch it on. If it built the connection from Microsoft’s public documentation, the checklist asks you to check it once against the current docs.

Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.

Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.

What you still decide

Which fields AeroChat fills, and the values it uses.
When it asks for details: right away, or after answering.
Who gets the handover.

The result to expect

Every chat lead is in Dynamics 365 Sales with a source and a note, without anyone keying it in. Your reps qualify chat leads in the same views as every other lead, and existing customers stop turning up as new leads.

Measure it with your own numbers: leads created from chat, and opportunities that started in chat, for a month before and after.

Next: answer opportunity status questions in chat.

Works on every chat channel

This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Dynamics 365 Sales connection behind it. See what each channel does on the Dynamics 365 Sales integration page.

Send your first chat lead to Dynamics 365 Sales

Paste the recipe, connect Dynamics 365 Sales, and leave your own details in the chat.

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