When a call is placed to your Twilio phone number, we’ll route this call to a Studio Flow. How the Twilio and Microsoft Dynamics integration worksīefore we dive into the setup, let’s walk through how it works. A Microsoft Dynamics 365 – find out more here.A Twilio Flex Project – see this link for more info and to create a Flex project.A Twilio account – If you sign up and upgrade through this link, you'll get an additional $10 credit.To follow this tutorial you’ll need the following items:
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We’ll also show you how to create a Twilio Flex Plugin to enable screen pop and click-to-call all from within Dynamics 365. We’ll cover the steps required to integrate Twilio Flex with Dynamics 365 by leveraging Microsoft Dynamics 365 Channel Integration Framework, as well as Twilio components including Studio and the Runtime environment.
In this tutorial you will learn how to use customer data within Dynamics 365 to provide a contextually relevant conversation during self service and escalations to agents using Dynamics 365 with Twilio Flex. Lots of organizations use CRM applications to store customer information and up to the minute contextual information about a customer’s past engagement with the organization.To provide a better experience when engaging with their customers, organizations should use this information to increase the timeliness and relevance of their conversations.
Twilio Flex is an open contact center platform based on web technologies that enable integration with just about any CRM.
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