Create Dynamics 365 Cases from WhatsApp Support Messages
Give customer problems a place to be tracked. Notis can turn a support message into a Dynamics 365 case with a plain-language summary.
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 support problem in chat can be acknowledged but never make it into the team's case queue.
- Capture customer issues as trackable cases.
- Make the problem easier to understand at a glance.
- Reduce manual copying from chat into support records.
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 inbound support issues and summarize the reported problem.
- 4Pick the New Message Received trigger and choose where run reports go.
- 5Test with one real support message.
Questions about this workflow
Does this create a case for every inbound message?
You can instruct Notis to create cases only for messages that report a support issue.
Can it determine the right case category?
Only ask for details that the message or information you provide supports. If a category is not available, ask Notis to flag it for review.
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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