WhatsApp & SMS Integration for Dynamics 365 using Twilio

WhatsApp & SMS Integration for Microsoft Dynamics 365 using Twilio enables organizations to communicate with customers through WhatsApp and SMS directly from Microsoft Dynamics 365 customer engagement applications, where native messaging capabilities are limited or unavailable.

Many Microsoft Dynamics 365 users face challenges engaging customers beyond email, particularly in applications such as Microsoft Dynamics 365 Customer Insights – Journeys and Microsoft Dynamics 365 Sales, where out-of-the-box WhatsApp and SMS connectors are not supported. This offering addresses that gap by integrating Twilio’s messaging platform with Microsoft Dynamics 365, enabling businesses to execute real-time, personalized customer communications using widely adopted messaging channels.

This solution supports the following Microsoft Dynamics 365 applications:

• Microsoft Dynamics 365 Sales • Microsoft Dynamics 365 Customer Insights - Journeys • Microsoft Dynamics 365 Customer Service • Microsoft Dynamics 365 Field Service

Using this integration, organizations can trigger WhatsApp and SMS messages based on business events, workflows, or customer journeys within Microsoft Dynamics 365. Messages can be sent for marketing campaigns, transactional notifications, service updates, appointment reminders, and customer follow-ups, while keeping customer interaction data centralized within Microsoft Dynamics 365.

The integration leverages Twilio’s secure and scalable messaging APIs, ensuring reliable message delivery, global reach, and alignment with messaging compliance standards. Message templates and triggers can be configured based on business requirements, enabling teams to engage customers at the right time through their preferred communication channels.

Key benefits include:

• Enable WhatsApp and SMS messaging where Microsoft Dynamics 365 native connectors are unavailable • Improve customer engagement and response rates compared to email-only communication • Centralize messaging activities within Microsoft Dynamics 365 • Reduce dependency on external marketing or messaging tools • Accelerate time-to-value with a pre-built integration approach

This offering is ideal for organizations looking to extend Microsoft Dynamics 365 communication capabilities, improve customer experience, and adopt omnichannel engagement using WhatsApp and SMS through Twilio.