How to link automatically conversation to customer (contact) based on mobile number?

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Posted on by hari.mallampati@hot...

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HI Team,

We have configured Twilio SMS add-in through Omnichannel to Dynamics 365 CE.

we Are receiving SMS from outside contacts. we want to link each conversation record with the contact record based on contact mobile no automatically.

How can achieve this.?

i found Agent should open Conversation record nd do some search and has to link manually. but looking for auto linking.

Advance thanks for your support.

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Community Member Microsoft Employee on at

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RE: How to link automatically conversation to customer (contact) based on mobile number?

Hi hari,

I just found my misunderstanding for your question, so i have changed my answer.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.
hari.mallampati@hot... 172 on at

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RE: How to link automatically conversation to customer (contact) based on mobile number?

Thanks Leah for the response.

but here we donot have operator monitoring chat window .

we send sms messages as part of customer journey and we may receive response from the contact mobile number.

here if outside contact replied with subscribed text in the message, we want to subscribe the contact for sms . so we want to identify the contact based on the from mobile no of the conversation.

please provide the solution to our issue.
Community Member Microsoft Employee on at

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RE: How to link automatically conversation to customer (contact) based on mobile number?

Hi hari,

I found that the channel you configured is Twilio SMS, following link provide detailed steps for how to configure it.

Configure SMS channel for Twilio | Microsoft Docs

In the document, I noticed one step, which mentions ink automatically conversation to customer.

“The routing rule for SMS works on Mobile Phone of the Contact entity. The customer is identified based on Mobile Phone, and the conversation is automatically linked to the contact record.”

I aslo find another document also mentioned it.

https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-notifications#incoming-sms-notification

“The identification of a customer happens based on the Mobile Phone field present in the Contact record in Dynamics 365 Customer Service. That is, if the incoming SMS conversation is from a phone whose number is present in the mobile phone field of a Contact record, the conversation automatically links to the contact record.”

So if you want to link automatically conversation to customer (contact) based on mobile number, you need ensure the mobile number value is exsits in Mobile Phone field of contact.

Regards,

Leah Ju

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.