MS Dynamics – Using SMS Chat

The SMS Chat offers a straightforward messaging interface directly on a contact, account, or lead record page. The SMS Chat operates the same for Contact, Account, and Lead records; however, Opportunity records allow you to choose the lead contact to message. For instructions specific to Leads and other related record types, see the following article:

• MS Dynamics – Using SMS Chat with Related Records

The SMS Chat instructions throughout the documentation demonstrate sending messages to a Contact record, but these instructions also apply to Account and Lead records.

Messages are sent from your TrueDialog account’s long code phone number. If your TrueDialog account has multiple long codes, the Dynamics integration will use the default long code for your account.

Accessing the SMS Chat

1. Navigate to your Contacts page.
2. Click the contact you wish to send a message.

   

SMS Chat Window Overlaid

1. Click SMS Chat in the command bar.

   If SMS Chat is not visible in the command bar, click the three vertical dots to see the hidden buttons.

   

2. The SMS Chat window will appear on the right side and overlaid on the contact’s page.

   

SMS Chat Window Docked

1. Click SMS Chat in the right sidebar.

   The SMS Chat icon appears as two message bubbles. The SMS Chat indicator appears when you hover your mouse over the icon.

   

2. The SMS Chat window will be docked on the right side of the contact’s page.

   

Sending SMS and MMS Messages

The following articles show how to use SMS Chat to send SMS and MMS messages.

• MS Dynamics – Sending a Single SMS from SMS Chat
• MS Dynamics – Sending a Single MMS from SMS Chat

Using Templates

TrueDialog uses Dynamics’ email templates when adding templates to SMS messages. For more information on creating templates, see the Microsoft help page: Create templates for email – Power Platform.

1. Click the Template icon below the Message textbox.

   

2. Search or scroll to find the template you want to use.

   

3. Click the template to use.

   

4. Review the template message; any dynamic content will automatically be populated.
5. Click Select.

   

6. The template message is copied to the Message textbox.
7. Edit the message if necessary.
8. Click the Send icon.

   

9. Your sent message will appear in the message thread.

   

AI Assistant

The SMS Chat’s AI Assistant feature connects to TrueDialog’s AI Assistant. The AI Assistant provides suggested responses to a contact’s message by matching it to question/answer pairs in your knowledge base.

AI Assistant Setup

For this feature to work, you must have a knowledge base with question/answer pairs in the root account of your TrueDialog Portal. Your system admin must create the knowledge base by following the instructions in the Using The Comms Hub – AI Assistant article.

Use AI Assistant

Once the AI Assistant is configured in the TrueDialog Portal, you can use the AI Assistant feature by following the instructions below.

1. When a message is received, the AI Assistant compares it to question/answer pairs in your knowledge base.
2. Click the AI Assistant icon below the Message textbox to see the matched responses.

   

3. A list of potential responses will be shown.
4. The number in the upper left corner of each response indicates the match percentage to the question received from the user. The higher the match percentage, the more applicable the response will be to the question asked.

   

5. Click Insert for the response to use.

   

6. The response is copied into the message textbox and can be edited if necessary.
7. Click the Send button.

   

Only my SMS

The Only my SMS checkbox allows you to quickly filter the messages in the message thread to include only messages between your user and the contact. This is useful if multiple users are messaging the same contact.