Before getting started Sinch Engage and Microsoft Dynamics 365, it's important to understand how character limits can impact message costs, which message types are supported and what setup details to consider to ensure a smooth integration.
Character limits
Message costs are influenced by the number of messages sent, which in turn depends on the number of characters in each message.
In some cases, SMS character limits can vary - particularly when the message includes special characters (Unicode characters) e.g. emojis. These characters reduce the maximum length of each message, which can increase the total number of messages sent.
When you're sending messages to a contact or using the Bulk SMS feature, the integration automatically detects any Unicode characters and will show an alert.
Note: The character counter may not always be accurate when using message personalization. This is because the counter can’t predict the number of characters that will be added once the personalization field is filled in.
When composing and sending messages via Dynamics workflows, no alert will be shown if the message contains Unicode characters which may affect the character limit and message count.
Phone number formatting
If mobile numbers in your Microsoft Dynamics records don’t follow a consistent format, the Sinch SMS for Dynamics app will automatically try to match them to the correct format using these rules:
Numbers with a country code: If the number starts with a country code, the app will use it - with or without a '+' at the beginning.
Numbers without a country code: If there’s no country code, the app checks the Country field in Microsoft Dynamics and applies the matching country code.
Missing or incorrect country field: If the Country field is empty or misspelled, the app uses the country code of the From number e.g. if messages are sent from +61234567, the system assumes Australia as the destination country.
No country code in the ‘From’ number: If the From number doesn’t include a country code, the app will use the default country code set in your Sinch SMS for Dynamics Configuration.
Multiple entities
If you have a contact and account with the same mobile number but you send a message to the person through their Contact record, then the SMS will be stored against the contact.
View SMS messages in Dynamics
Currently, Dynamics only displays SMS messages that are sent and received through Sinch SMS for Dynamics. Messages sent from the Sinch Engage platform, email to SMS, Power Automate or other APIs are not shown in Dynamics.