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Engage with customers through text messages

Sending and receiving text messages through SMS is an effective way for sellers to reach out to potential customers. It's fast, convenient, and allows for quick responses. Sellers use SMS to stay in touch with their customers, by responding to questions or concerns, and providing updates and information on products and services.

Dynamics 365 Sales enables your sellers to send and receive SMS from customers through the text message feature. Also, sellers can refer to their past communication in context without leaving the application or losing their view of their customers' details. To ensure professional and secure communication, the application always prioritizes business phone numbers over personal ones when sending automated SMS.

In the sequences, SMS can be included as a step to send reminders or updates about key events.

Note

The text message feature is only supported in web browsers.

How can I use the text message feature?

Depending on your role, you can use the text message feature as described in the list:

In which regions is the text message feature available?

The text message feature is available in the following regions:

  • Asia Pacific (APAC)
  • Canada (CAN)
  • Europe (EUR)
  • France (FRA)
  • Great Britain (GBR)
  • India (IND)
  • Japan (JPN)
  • North America (NAM)
  • Oceania (OCE)
  • South America (SAM)
  • Switzerland (CHE)
  • United Arab Emirates (UAE)

Note

Currently, the text message feature is not available in the following datacenters— Germany, China, South Africa, Korea, Norway, and Government Community Cloud (GCC), including USG, Department of Defense (DoD).

Permissions required

Verify that the users who need to use the text message feature have the following permissions.

Note

If you’ve already enabled Sales accelerator and provided access to the required security roles, no additional permissions are required for the SMS feature. To provide permissions in Sales accelerator, see Sales accelerator first-run setup.

For salesperson or similar role:

Tab name Entity name Access level Privileges required
Core Records - Activity
- Note
User - Create
- Write
- Delete
- Append
Core Records - Activity
- Note
Business Unit Read
Core Records Lead Business Unit - Create
- Read
Custom Entities Channel Instance User Append To
Custom Entities - Channel Instance
- Channel Instance Account
- Channel Definition
- SalesOmnichannel Message
- Transcript
Business Unit Read
Custom Entities - Environment variable definition
- Consuming Application
Organization Read
Custom Entities Model-driven App User Setting Organization - Create
- Read
- Write
- Append
Custom Entities Notification User Read
Custom Entities SalesOmnichannel Message User - Create
- Write
- Delete
- Append
- Assign
Custom Entities Setting definition Organization - Read
- Append
Custom Entities Text message template Business Unit - Create
- Write
- Read
- Delete
Custom Entities Transcript User - Create
- Write
- Delete
- Append
- Append To

For sales manager, sequence manager, or similar role:

The following roles are required along with the roles defined in the salesperson section:

Tab name Entity name Access level Privileges required
Custom Entities Channel Instance Business Unit - Assign
- Write
Custom Entities - Channel Definition locale
- Telesign channel instance account
- Twilio channel instance account
Business Unit Read
Custom Entities - Telesign channel instance
- Twilio channel instance
Business Unit - Read
- Write
- Assign

Configure SMS provider
Edit phone numbers