Customer Engagement & Dynamics CRM Forum

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D365 Texting

  • 1.  D365 Texting

    Posted Aug 08, 2019 07:51 PM
    We are looking into ways to incorporate texting our customer base. We'd primarily be interested in service updates for our flooring installation projects but perhaps also offering as a method of communication to those that prefer text messages over email. I'm looking for suggestions on programs/APIs that have been successful and perhaps what impact it has had on your business model once implemented. Thanks in advance for sharing.

    Diane Conti
    Business Development Director
    Continental Flooring Company
    Scottsdale AZ
    Academy - Online Interactive Learning from Experts

  • 2.  RE: D365 Texting

    Posted Aug 09, 2019 02:49 AM
    Hello Diane,

    Microsoft have launched the channel integration framework which enables you to communicate from within d365 (including but not limited to sms :-))

    Happy to provide more details if of interest.


    Tamara Phelan

    Academy - Online Interactive Learning from Experts

  • 3.  RE: D365 Texting

    Posted Aug 09, 2019 03:10 AM
    Hi Diane

     We have been using Twilio as SMS provider integrated with Dynamics via ClickDimension. But you can also integrate Dynamics to Twilio directly as they have available API you can connect to.

    In general, SMS are considered more private channel than email. If it's used correctly, it can enhance customer engagement. So, we use it carefully only to send transactional messages and avoid any kind of marketing/promotion through SMS. 

    There are regulations around sending SMS such as you have to specify the company name as sender, ability to opt out from future SMS, provide number to reply to/callback to, etc. This might differ for each country you operate in.

    In addition to that, there is a consideration when it is appropriate to send SMS. Sending appointment reminder via SMS in 11 PM midnight might not be appropriate, but it is still acceptable if it is sent via email.

    Hope that answers your query

    Thank you
    Aylwin Wijaya

    Academy - Online Interactive Learning from Experts

  • 4.  RE: D365 Texting

    Posted Aug 09, 2019 04:35 AM
    Hi Diane,

    This question comes up quite often, I'm sure you'll find other threads that may give more information and options.

    If you wanted to integrate directly with Dynamics you could look at Click Dimensions (which is for marketing but uses SMS as one of its channels) or a dedicated SMS solution like TxtSync.

    Alternatively, as you want to send messages as a result of events happening in Dynamics, like the status change of a project, you could use Microsoft Flow and an SMS connector.  This is a no-code solution and low cost.  You just need to sign up for an SMS provider that supports Flow, such as Twilio, TeleSign or actually TxtSync above and use Flow to send the messages.  Bonus tip: use the Common Data Service connector to connect to Dynamics, not the Dynamics 365 one, as this will be deprecated at some point.

    Hope this is helpful.  Have a great end of the week!


    Andrew Bibby
    Dynamics 365 Consultant & Project Advisor
    Evesham, United Kingdom

    Academy - Online Interactive Learning from Experts

  • 5.  RE: D365 Texting

    Posted Aug 10, 2019 11:14 AM

    I walk you through how to do it with Microsoft Flow and Twilio here

    Jerry Weinstock
    Business Technology Strategist, MVP
    CRM Innovation
    Lenexa KS

    Academy - Online Interactive Learning from Experts

  • 6.  RE: D365 Texting

    Posted Aug 12, 2019 10:21 AM
    We use Click Dimensions/Twilio as well.  But if you're on the newest version of Dynamics, you could use what we use for Chat (Website Alive) - but you could integrate with Dynamics, we cannot (too old of a version of Dynamics) :(

    They also have a product called Alive5, which allows your CRM users to text their leads/customers, and/or allow the customer to use the texting feature on their phones to talk to your CRM users who are on the chat module.  It's an all-in-one module where they can respond to chats/texts/facebook messenger, chatbots, etc.

    Tim Dailey
    Sr Marketing CRM Administrator
    Starkey Hearing Technologies
    The CRM Dude (freelance consultant)
    Eden Prairie MN

    Academy - Online Interactive Learning from Experts

  • 7.  RE: D365 Texting

    Posted Aug 12, 2019 05:42 PM
    Hi @Diane Conti we are just in the middle of our implementation on leveraging a Flow + Twilio setup​ that @Jerry Weinstock referred too.  Has been working pretty good so far in our Sandbox instances and is a very low code solution.


    Todd Mercer
    Dynamics CRM Technical Lead
    MD Financial Management
    Ottawa ON

    Academy - Online Interactive Learning from Experts

  • 8.  RE: D365 Texting

    Posted Aug 13, 2019 08:33 AM
    Hi Diane,
    If the Flow-based solution doesn't work as you expect or your volume expands beyond the free Flow limits, you might also consider one of our add-ons which covers this exact use case, PowerSMS:  You can try it at no cost for 30 days (still requires Twilio or CallFire to send the SMS messages).

    Merlin Schwaiger
    Director of Solution Design
    PowerObjects, an HCL Company
    Minneapolis MN

    Academy - Online Interactive Learning from Experts

  • 9.  RE: D365 Texting

    Posted Aug 15, 2019 09:47 AM

    CallFire is another option (  Their API is pretty easy to use and develop using a custom plugin/Flow/whatever...  I wrote a simple plugin I'd be happy to share if you're interested.  Trial accounts with CallFire offer 30 free SMS messages.


    Robert Chang
    CRM Application Developer
    Cystic Fibrosis Foundation
    Bethesda MD

    Academy - Online Interactive Learning from Experts

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