3CX SMS integration with Dynamics 365

[abronton]

We have Dynamics 365 and Office 365 integrated with 3CX. We recently added the SMS option using our TelNyx SIP provider and have tested it as working properly. What we don't get, that is expected, is the SMS to post to the contact's timeline. Is this a known issue?

Thank you,

 

[VoIPTools]

I don't think any of the existing CRM integrations have been updated to incorporate SMS communications. Ernesto would be the one to shed shed some light on future plans.

I asked in a web meeting with 3CX yesterday whether they would be providing any APIs we can use to integrate with SMS and got a very quick and confident "NO". So, until 3CX updates the server-side CRM integration templates, I don't expect any SMS data will be making it's way into your Dynamics soon.

Curiously, however, I just had a thought. I wonder whether SMS events can be subscribed to using the Call Control API. I'll go check that. Maybe there are some options...

 

[edossantos]

We have Dynamics 365 and Office 365 integrated with 3CX. We recently added the SMS option using our TelNyx SIP provider and have tested it as working properly. What we don't get, that is expected, is the SMS to post to the contact's timeline. Is this a known issue?

Thank you,

Unfortunately this is not possible at the moment. I'm not aware of this being implemented shortly, but I agree that this is going to be a quite common need, so we might have news in the future. I can't really tell if or when though...

 

[abronton]

Unless I am mistaken and reading this wrong, the page at Text message your business contacts for free with 3CX should then be updated to remove the " Match contacts to an integrated CRM for universal contact tracking". Am I reading this wrong or did marketing get ahead of development?

 

[edossantos]

Unless I am mistaken and reading this wrong, the page at Text message your business contacts for free with 3CX should then be updated to remove the " Match contacts to an integrated CRM for universal contact tracking". Am I reading this wrong or did marketing get ahead of development?

That means that when the customer's number is matched to a CRM contact, because you already have it in the 3CX global phonebook due to the CRM integration, then the Web Client will show you the contact details. So you will know the contact name for example, not just a phone number.

Chat history to the CRM is not available at the moment. We all agree that it's a very useful feature, so maybe in the future we get it implemented...