Engage with your Customers using SMS conversation


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Apr 21, 2023 - Jul 28, 2023

Business value

Effective customer engagement is an important means of building and maintaining customer relations to close deals in the current business-to-business industry. It is crucial to meet your customers where they prefer. As the world is changing towards a digital way of living, more and more customers prefer to be contacted via SMS. Even sellers find SMS a convenient and effective channel to send reminders, provide quick updates, or respond to customer queries. This feature will enable your sellers to engage with key customers and decision-makers via SMS during the ongoing sales process and build and maintain a lasting relationship.

Feature details

The key capabilities that your sellers will be able to use as part of this feature include:

  • Admins will be able to assign specific numbers to any user/team for SMS. 
  • Receive customer responses for SMS sent and revert to build an ongoing conversation.
  • Send and receive SMS from all relevant Dynamics 365 Sales entity forms.
  • Get real-time notifications for incoming SMS.

SMS conversation

See also

Engage with customers through text messages (docs)