Engage with your customers using SMS
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Sales. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Mar 20, 2023 |
Business value
In the current business-to-business industry, customer engagement is an important means to build and maintain customer relations to close deals. Also, it’s important to meet customers where they prefer. As the world moves toward a digital way of living, many customers prefer to be contacted via SMS (text messages). Even sellers find SMS as a convenient and effective channel to send reminders, provide quick updates, or respond to customer queries.
This feature will enable your sellers to send text messages to customers and refer to past SMS interactions in context without leaving the application or losing their view of their customers' details.
Feature details
This functionality will enable your team to connect with key stakeholders by sending text messages during opportune moments of a sales process. The SMS step can also be configured as part of any sequence to send reminders or updates before and after key events.
The key functionalities of this capability include:
- Allow sales managers to choose a service provider for sending and receiving SMS.
- Ability to add SMS and automated SMS as a step in a sequence.
- Create and add SMS templates as part of the configured sequence step.
- Send SMS from the Sales Accelerator workspace.
- Easily access past SMS interactions in context with relevant sales entities such as lead and opportunity records.
See also
How to engage customers with the right communication channels (blog)