Dynamics Community Forum Thread Details

Hello Sasi,

Yes, you can achieve this functionality of distinguishing between commercial and transactional SMS opt-outs using Twilio and Customer Insights Journeys (CIJ). This requires a combination of Twilio configuration and careful handling of opt-out signals within your CIJ.

Here's a breakdown of the approach:

1. Twilio Configuration:

Dedicated Phone Numbers:
- The most robust approach is to use separate Twilio phone numbers for commercial and transactional SMS.
- This allows you to manage opt-outs independently.
- Customers opting out from the commercial number won't affect their transactional SMS.

Keywords and Opt-Out Handling:
- Configure Twilio to recognize different opt-out keywords for commercial and transactional messages.
- For example:
  - "STOP COMMERCIAL" or "UNSUBSCRIBE" for commercial opt-outs.
  - "STOP TRANSACTIONAL" or "CANCEL TRANSACTION" for transactional opt-outs.
- Use Twilio's webhook functionality to capture these opt-out messages.

Opt-Out Data Storage:
- Create a mechanism to store opt-out preferences. This could be:
  - A database table.
  - A Dataverse table (if you're using Dynamics 365).
  - Twilio's own storage mechanisms.
- Store the customer's phone number and the opt-out type (commercial or transactional).

2. Customer Insights Journeys (CIJ) Configuration:

Capture Opt-Out Signals:
- When Twilio's webhook receives an opt-out message, it needs to communicate this to CIJ.
- You can achieve this using:
  - Power Automate: Create a flow that's triggered by the Twilio webhook and updates a Dataverse table or triggers a CIJ custom event.
  - Custom API: Build a custom API that CIJ can call to update opt-out preferences.

Consent Management in CIJ:
- CIJ has consent management features. Use these to track commercial and transactional consent separately.
- Create custom consent purposes for commercial and transactional SMS.
- When an opt-out signal is received, update the corresponding consent purpose in CIJ.

Journey Logic:
- In your CIJ journeys, use conditional branches to check the customer's consent status before sending SMS messages.
- For commercial SMS, check the commercial consent purpose.
- For transactional SMS, check the transactional consent purpose.

Dataverse Integration:
- If you're using Dataverse to store opt-out preferences, ensure that your CIJ journeys can access this data.
- Use Dataverse lookups or related entities to retrieve the opt-out status.

Custom Events:
- You could create custom events in CIJ.
- When twilio detects a opt out message, a power automate flow or custom API can trigger a custom event inside CIJ.
- The customer journey can then react to the custom event.

Example Workflow:

Customer sends "STOP COMMERCIAL" to Twilio.
Twilio's webhook triggers a Power Automate flow.
The Power Automate flow updates a Dataverse table with the customer's phone number and "commercial" opt-out.
The Power Automate flow triggers a CIJ custom event.
A CIJ journey receives the custom event.
The journey updates the customer's commercial consent purpose to "opted out."
When a commercial SMS is sent, the journey checks the commercial consent purpose and skips the SMS if the customer has opted out.
Transactional SMS messages are sent regardless of the commercial opt-out status, as they check a separate transactional consent purpose.

Key Considerations:

Compliance: Ensure that your implementation complies with all applicable regulations (e.g., TCPA, GDPR).
Clear Communication: Clearly communicate to customers the difference between commercial and transactional SMS and how to opt out of each.
Data Security: Protect customer opt-out data.
Testing: Thoroughly test your implementation to ensure that opt-outs are handled correctly.

By implementing these configurations, you can effectively manage commercial and transactional SMS opt-outs using Twilio and CIJ.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more. If you have further questions, please feel free to contact me.

My response was crafted with AI assistance and tailored to provide detailed and actionable guidance for your Microsoft Dynamics 365 query.

Regards,

Daivat Vartak

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