Pop quiz!You get two messages:đ© A generic promo email you might read laterđŹ A WhatsApp message that lands right after you browsed a product
Which one do you open?
Exactly. Real-time, relevant messaging winsâevery time.
In a world where attention spans are shorter than a TikTok video, customers crave relevance and speed. For businesses using Microsoft Dynamics 365, the real magic happens when you combine CRM intelligence with a direct line to your customerâs favourite appâWhatsApp.
Thatâs where WhatsApp4Dynamics comes in.
Itâs a smart integration app that brings the WhatsApp Business into your Dynamics 365 CRM, allowing you to send automated, personalized messages right from your customer insights â journey.
Numbers Donât Lie: The Power of Timely, Personalized Messaging
98% open rate for WhatsApp messagesâcompared to just 21% for email
Customers are 3x more likely to engage when messages are sent in real time
Businesses using segmentation see a 760% boost in campaign revenue
Bottom line? How and when â you message customers is everything.And that brings us to your next big decisionâŠ
Should You Go Trigger-Based or Segment-Based?
Trigger-Based Journeys = instant, action-driven messagesSegment-Based Journeys = targeted messaging to specific customer groups
Both are powerful, and both work beautifully with WhatsApp4Dynamics.But choosing the right one? Thatâs where strategy comes in.
Letâs explore both and find out which journey style fits your customer experience goals best.
Trigger-Based Journeys: âRight Nowâ is the Right Time
What is it?
A trigger-based journey kicks off the moment a specific event occurs in your CRM. Think of it like a dominoâaction happens, message fires.
Perfect for:
Order confirmations
Password resets
Profile update alerts
Abandoned cart messages
Real-time customer support touchpoints
How it works with WhatsApp4Dynamics:
You define a trigger in your CRM (e.g., âEmail address updatedâ).
The journey starts immediately via Customer Insights â Journey.
A WhatsApp template message is automatically sent to the customer using WhatsApp4Dynamics.
Example: A customer updates their phone number. Within seconds, they receive a WhatsApp confirmation with the new detailsâno delays, no confusion.
Segment-Based Journeys: Speak to the Right Crowd
What is it?
Segment-based journeys are campaigns designed for a specific group of customers that meet certain criteriaâdemographics, behaviour, purchase history, and more.
Perfect for:
Loyalty program campaigns
Seasonal promotions
Win-back campaigns for inactive users
Product recommendations
How it works with WhatsApp4Dynamics:
You create a segment in Customer Insights (e.g., âHigh-value customers who havenât purchased in 30 daysâ).
Launch a segment-based journey.
Send a personalized WhatsApp message to all contacts in the segment using your pre-approved message templates.
Example: Your âVIP Customersâ segment receives an exclusive WhatsApp promo code for early access to a sale.
Trigger vs. Segment: Which Oneâs Right for You?
Feature
Trigger-Based Journey
Segment-Based Journey
Speed
Real-time
Scheduled or manual
Use Case
Transactional, instant alerts
Campaign-based, periodic
Personalization
High (contextual)
Medium to High (group-based)
Setup
Needs trigger + consent
Needs segment + consent
Message Type
One-to-one
One-to-many
Pro Tip: Both journeys require a Custom Channel setup (WABA), consent records, and validated message templates through WhatsApp4Dynamics.
Real-World Use Case: E-Commerce Campaign
Goal: Recover abandoned carts
Segment: Customers who added items to the cart but didnât complete a purchase
Trigger: No checkout within 24 hours
Message:âHi {{FirstName}}, you left something behind! Complete your purchase in the next 12 hours and get 10% off. Click here: {{Link}}â
Result: Higher recovery rate compared to email-only campaigns, with a 35% click-through rate.
âTriggered or SegmentedâEnsure Timely Customer Communication!â
Whether youâre all about catching customers in the moment or crafting the perfect campaign for a niche group, Customer Insights + WhatsApp4Dynamics has your back.
Your customers donât want to be sold to. They want to be understood. And when your message shows up at the right time or for the right reason?
Want to See It in Action?
You can watch step-by-step videos on how to create trigger-based and segment-based journeys in Dynamics 365 with WhatsApp integration. These walkthroughs will help you set up personalized, automated messaging campaigns that connect with your customers exactly when it matters most.
Try WhatsApp4Dynamics with a 15-day free trial from our website or Microsoft AppSource and start transforming your customer journeys in Microsoft Dynamics 365!
Need a live demo? Contact us at crm@inogic.com.
