Microsoft D365 Calling and Texting

Introducing Microsoft D365 Calling and Texting. Now customers can call and text message your main phone number, even land-lines, through Dynamics 365! With D365 Text to CRM, as soon as a text message is received a lead or case is created in CRM and all communication is automatically captured in CRM – no more manually entering text exchanges with customers! You can set up autoresponders and queue the text to the next available sales/customer service rep, or you can use the Mobile App to call and text with customers from any mobile device.

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Text To Landline

With D365 Calling and Texting to CRM you can receive text messages to your main company phone number even if it is a landline! Sales reps can use the mobile app too to capture conversations they have with customers in CRM!

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Automated Responses

Once a text message is received, a message is immediately sent back to sender indicating that their text was received and someone would be responding. Easily configure your message to whatever you’d like it to read Example - ‘During Normal Business Hours’. If the customer exists in CRM, key info about that customer (Name, Title and Company, for example) will be sent with the acknowledgement.

Text From Within A CRM Or Mobile App

With D365 Text to CRM you have the ability to respond directly by text from within CRM as an activity while recording all conversations with date/time stamp from both sides. Text conversations can be captured on mobile devices as well and you can choose to omit capturing specific conversations based on user setting in CRM. They will then be saved as a conversation in CRM. Links and photos will be preserved and moved to CRM.

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Field Service Scheduling*

Imagine you are an HVAC company and your customer texts you for help-their AC isn’t working! With D365 Text to CRM the text will automatically pull up the customer information (name, address, equipment) and automatically ask questions based on their specific equipment.

  • Not Cooling, 2. Not Heating, 3. Frozen Condenser. 4. Other. (if other please describe)
    • If 1 – 3. Please select a time from the following that you will be available:
  • Pulls scheduling data from Field Service scheduling engine
  • Texts the customer when the technician is en route, with appropriate estimated time of arrival.
  • Texts again if the arrival time changes by over 10 mins. Then again when 5 minutes out.
  • Text again when service is complete and then again for VOC Follow-up.

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Have Questions?

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