30 Sep, 2024

SMS Integration with Twilio Number in D365 Customer Service- Part 1

Posted on 30 Sep, 2024 by Javed Shaikh, Posted in Dynamics 365 Customer Service Dynamics 365 Blog

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Introduction

Integrating SMS functionality into Dynamics 365 can significantly enhance customer communication by providing a direct and efficient channel for engagement. Twilio, a leading cloud communications platform, offers seamless integration of SMS capabilities into Dynamics 365, enabling businesses to send automated messages, reminders, and updates directly from their CRM.

The following steps are required:
1. Get Account SID and Auth token from Twilio
2. Set up an SMS Messaging Account in CRM
3. Set up an SMS Messaging Channel in CRM
4. Set up SMS Workstream and SMS Queue in CRM
5. Create an SMS Messaging Service in Twilio

This first part will focus on the first three components.

Prerequisites:

• Mobile number should be registered in Twilio.
• Twilio account with an appropriate subscription or a Twilio Sandbox account.
• Omnichannel Agent Security Role enabled for users.

1. Get Account SID and Auth Token from Twilio

Log into your Twilio account --> General Settings --> Copy the Account SID & Authentication token -->Paste it into Notepad for future reference as shown below:

2. Set up an SMS Messaging Account in CRM

Step 1: Open Messaging Account

Navigate to Customer Service Admin Center Application --> Go to the Channels on the sitemap --> Scroll down and under Accounts dropdown --> Click Manage.

Step 2: Create SMS Messaging Account

Click on +New account button --> Enter channel name --> select SMS under channel dropdown --> click Next as shown below.

Step 3: Add Account SID and Auth Token

Select Twilio as Provider.

Now, paste the Account SID and Auth token copied earlier.

Step 4: Add Twilio Number

Click on +Add button --> Enter Twilio Number

Select Type as Geo. Twilio offers different types of phone numbers, often categorized by their "geo type," which refers to the geographic region or country associated with the number. These geo types are important for businesses using Twilio in Dynamics 365 to ensure they comply with regional regulations.


The Twilio number will be added as shown below. Click Next.

Step 5: Copy Callback URL

Copy the Callback URL and paste in Notepad. It will be used for integration with Twilio. Click Done.

3. Set up an SMS Messaging Channel in CRM

Step 1: Open Messaging channel

Navigate to Customer Service Admin Center à Click on Channels from Sitemap à Under the channels dropdown select Messaging à Click Manage as shown below.

Step 2: Create SMS Messaging Channel

Click on +Add channel button à Enter channel name à select SMS from channel dropdown menu à Click Next.

Step 3: Workstream Details

I am creating a new workstream named SMS Workstream. Select Work distribution mode and either create a new Fallback Queue or choose existing Queue.

Step 4: Select SMS Number

Select the SMS Number that we have added in Messaging Accounts as shown below.

Step 5: Select Language, Behaviors and User Features

Select your preferred Language and Click Next.

Select the appropriate Behaviors as per requirements à Click Next.

Select User Features as per requirements à Click Next.

Step 6: Review and Create Messaging Channel

Review the details --> click Create Channel button.

In Part 2 of this series, we will continue with the following sections: setting up an SMS Workstream and SMS Queue in CRM, creating an SMS Messaging Service in Twilio, and providing a working demo. This will give you a complete overview of SMS integration using a Twilio number in D365 Customer Service.

Part 2: https://nebulaaitsolutions.com/blog/sms-integration-with-twilio-number-in-d365-customer-service-part-2