Phone Field Mapping in SMS for Dynamics allows users to configure which phone fields to send a message to and the automatic population of the To field for a selected Regarding, on the Create SMS/RCS form, provided greater flexibility.
Create Phone Field Mappings
When sending messages to Contacts, Account, Leads, Users, the system uses the Mobile Phone field by default. However, you may wish to use a different phone field. In this case, you can create a mapping record.
System administrators will have access to the Phone Field Mapping feature. Once a valid mapping is saved, the feature allows the automatic setting of the TO field on the Create SMS/RCS form, when a user attempts to send a single message from a standard entity.
To create a Phone Field Mapping:
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From the left-side navigation menu, under Configurations, click on Phone Field Mapping to access the feature.
- Click the +New link to create a new Phone Field Mapping.
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The form consists of four fields:
- Entity (required): The target entity you want to create a mapping for.
- Relationship: This field is required when the selected Entity is not Contact, Account, Lead, SystemUser. Select a Many-to-One relationship when the recipient should be resolved through a related record. If left blank, the mapping applies directly to the regarding record.
- Phone Fields: The phone fields you want to send messages to from the target Entity, for a selected Regarding.
- Default Phone Field: Choose one of the selected Phone Fields as the default. This is used as the preferred initial phone option in the Create SMS/RCS form.
e.g. Phone Field Mapping for the Contact entity. A relationship value is not required in this case and the Phone Fields are set to Business Phone and Mobile Phone.
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To see this mapping in action, navigate to a Contact record. In the contact's Timeline, click the + icon and then Sinch Messaging which will take you to the Create SMS & RCS form.
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The Create SMS/RCS form will display the To Telephone dropdown field. This allows the user to choose the phone field they want to send a message to. For a mapped phone field to display in the To Telephone drop down, on the Create SMS/RCS form, the field must be populated in the contact record e.g. the contact record Rose Smith has both the Business Phone and Mobile Phone fields populated.
The To field is automatically populated with the selected contact based on the Regarding field.
More examples are provided in the Supporting Sales, Field Services and Customer Service for two way messaging support article.
Note: To ensure message replies work as expected for the target entity, follow the instructions in this support article to ensure that permissions are set correctly. Replies can be managed in SMS for Dynamics Conversation Inbox.
Manage Phone Field Mappings
Phone Field Mappings can be managed on the landing page. You can create new, edit or delete existing mappings and search using the Filter by keyword box.