Dynamics | Support Sales, Field Services and Customer Service for two way messaging

SMS for Dynamics supports Dynamics Field Services, Customer Service and Sales for two way messaging by populating the To field based on the selected Regarding field. To get started you will need to set up Phone Field Mappings.

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 the SMS for Dynamics Conversation Inbox.

Field Services

Example Scenario: Send a message to the customer linked to a Work Order.

1. Set up the Phone Field Mapping in SMS for Dynamics:

   • Entity: The target entity is Field Services Work Order
   • Relationship: The Service Account in the Work Order.
   • Phone Fields: Main Phone field
   • Default Phone Field: Main Phone field

   

2. In Dynamics Field Services, navigate to Work Order and click on Timeline. Click the + icon and then Sinch Messaging which will take you to the Create SMS & RCS form.

   

3. The To field is automatically populated with the Account record, based on the selected Regarding which is the Work Order. The To Telephone field is set to the Main Phone field as per the phone field mapping.

   

Customer Service

Example Scenario: Send a message to the customer linked to a Case.

1. Set up the Phone Field Mapping in SMS for Dynamics:

   • Entity: The target entity is a Case (incident)
   • Relationship: The Customer linked to a Case record.
   • Phone Fields: Mobile Phone, Business Phone field
   • Default Phone Field: Mobile Phone

   

2. In Dynamics Customer Service Hub, navigate to Case and click on Timeline. Click the + icon and then Sinch Messaging which will take you to the Create SMS & RCS form.

   

3. The To field is automatically populated with the Contact record, based on the selected Regarding which is the Case. The To Telephone field is set to the Mobile Phone field, however Business Phone is also available, as per the phone field mapping.

   

Sales 365

Example Scenario: Send a message to a Contact linked to an Opportunity.

1. Set up the Phone Field Mapping in SMS for Dynamics:

   • Entity: The target entity is an Opportunity.
   • Relationship: The Contact linked to an Opportunity record.
   • Phone Fields: Business Phone and Mobile Phone fields.
   • Default Phone Field: Business Phone.

   

2. In Dynamics Sales Hub, navigate to Opportunity and click on Timeline. Click the + icon and then Sinch Messaging which will take you to the Create SMS & RCS form.

   

3. The To field is automatically populated with the Contact record, based on the selected Regarding which is the Opportunity. The To Telephone field is set to the Business Phone field, however Mobile Phone is also available, as per the phone field mapping.