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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / D365 inbound text mess...
Customer experience | Sales, Customer Insights,...
Suggested Answer

D365 inbound text messaging with Twilio

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Posted on by kcpacker85 160

Hello, I've purchased Twilio to use with Dynamics 365 Marketing.  I have the integration setup correctly for outbound text messaging for my marketing campaigns, but how do you set it up to RECEIVE text messages into CRM?  What I'd like to do is have incoming texts come back in, and get created as an Activity and be attached to the related Account or Contact record.

Has anyone done this before?

Thanks

I have the same question (0)
  • Suggested answer
    Georgios Balafoutis Profile Picture
    Georgios Balafoutis Microsoft Employee on at

    Hello,

    As of today, responses in Twilio messages are not received in Dynamics Marketing; customers can only send 1-way SMS messages.

    Receiving text message replies in the CRM will be possible in 2 months (June), with the response being used to automatically branch the customer journey accordingly based on the keyword received. You can find out more about this upcoming feature here.

    What you describe will be a next step after this release; to start collecting the whole SMS conversations and present them in a Contact level. 

    Thank you,

    Georgios Alexandros Balafoutis
    Senior Product Manager

  • Sharon Varghese Profile Picture
    Sharon Varghese 10 on at

    Hi,

    I am also in need of a similar process and is currently stuck in getting the inbound Twilio message recorded against D365 records.

    Did you manage to achieve this?

    Thanks

  • Suggested answer
    Bikash Maharjan Profile Picture
    Bikash Maharjan 5 on at

    You can use flow trigger "When a http request is received" generate the url

    Screenshot_5F00_1.png

    Copy the URL and paste in Twilio incoming message.

    past_2D00_1024x403.jpg

    The flow will be triggered when SMS is received.

    Then you can use your flow to get the details(like From, message text, etc.) of the incoming messages and create new SMS record in crm.

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