Capture Urgent WhatsApp Issues as Cases
Make urgent customer issues easier to spot by recording them as cases with a plain-language explanation of the urgency.
Trigger
New Message Received
Triggered in real time when your WhatsApp Business number receives an inbound message from a customer (text, media, location, or contact). Delivered via the Cloud API webhook.
Action
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
Why this helps
A time-sensitive problem can sit in a chat thread while the team works through less urgent messages.
- Capture urgent issues as trackable cases.
- Include why the message appears time-sensitive.
- Help the team find important requests sooner.
Setup
Build it in a few focused steps.
- 1Connect WhatsApp and Dynamics 365 once in the Notis portal.
- 2Create an automation in Automations, New Automation, and give it a name.
- 3In one instruction, ask Notis to create a case for messages that describe urgency and explain the stated reason in the summary.
- 4Pick the New Message Received trigger and choose where run reports go.
- 5Test with one real urgent support message.
Questions about this workflow
How does Notis know a message is urgent?
Describe the urgency signals your team uses in the instruction, and ask it to explain the evidence in the summary.
Can it promise a response time?
No. This workflow records the issue as a case. Any response commitment must come from your own support process.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Whatsapp to Dynamics365. A trigger fires from one place; an action lands in another.
Whatsapp triggers
Dynamics365 actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Get all invoices action
Get all invoices action
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create Account
Creates a new account entity record in dynamics crm using the web api.
Message Status Updated
Triggers when a WhatsApp message status changes. IMPORTANT LIMITATION: WhatsApp Cloud API does not provide a native polling endpoint for message status. Status updates are ONLY delivered via webhooks in real-time. This trigger cannot directly poll the WhatsApp API for status updates. This trigger will return empty results as WhatsApp does not support this operation. To track message status updates, you must: 1. Set up a webhook endpoint to receive status notifications from WhatsApp 2. Store the webhook data in your own database 3. Use a different mechanism to query your stored webhook data For more information, see: - https://developers.facebook.com/docs/whatsapp/cloud-api/webhooks
Create Case
Creates a new case (incident) entity record in dynamics crm using the web api.
New Message Received
Triggered in real time when your WhatsApp Business number receives an inbound message from a customer (text, media, location, or contact). Delivered via the Cloud API webhook.
Create Contact
Creates a new contact entity record in dynamics crm using the web api.
Interactive Reply Received
Triggered when a customer taps a quick-reply button or selects an option from an interactive list message you sent.
Create Invoice
Creates a new invoice entity record in dynamics crm using the web api.
Message Template Status Update
Triggered when the review status of a WhatsApp message template changes — for example approved, rejected, or flagged — on your WhatsApp Business Account.
Create Lead
Creates a new lead entity record in dynamics crm using the web api.
Create Opportunity
Creates a new opportunity entity record in dynamics crm using the web api.
Create Sales Order
Creates a new sales order entity record in dynamics crm using the web api.
Connect any two apps with Notis in the middle.
Whatsapp and Dynamics365, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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