Microsoft Dynamics 365 Marketing messaging

The Infobip Messaging for Dynamics Marketing app lets you send messages to your Microsoft Dynamics 365 Marketing contacts using Infobip SMS, WhatsApp, and Viber.

Send messages in two ways:

• Send a single message using the Message form
• Send messages from a Customer Journey

For SMS only, you can also receive inbound messages (2-way).

Using this app, you can create templates containing personalized message content and track messages using delivery reports.

What you will need

1. An Infobip account. If you do not have an account, you can create one. 
2. A sender for the channel (SMS, WhatsApp, Viber) you want to use.
3. An API key.

Installation

Installation needs to be performed by a user with the System Administrator role.

1. Go to the Microsoft AppSource and find Infobip Messaging for Dynamics Marketing.
2. Click Get it now, sign in with your Dynamics 365 Marketing credentials, and click Continue. You are redirected to your Power Platform admin center.
3. Choose the organization and accept the Microsoft terms to continue with the installation.

The installation might take a few minutes. Once installation finishes, the Infobip plugin is visible in the Dynamics 365 Marketing application.

Infobip app consists of two model-driven applications:

• Infobip Messaging Configuration for connecting Infobip account with Dynamics 365 Marketing
• Infobip Messaging Marketing for sending Viber, WhatsApp and SMS messages

Before you send any messages, make sure the Infobip Messaging Configuration is properly set up. If this isn't done then you cannot send SMS, Viber or WhatsApp messages.

To set up Infobip Messaging Configuration, your account must have the Administrator role.

1. Click the Infobip Messaging Marketing on the top toolbar.
2. Open Infobip Messaging Configuration from Model-driven application.
3. Go to Infobip Configurations option on the left navigation menu.
4. Click the Give Consent button on the top bar and give consent to the Infobip application to access your Dynamics 365 Marketing Instance. 

The first configuration must be created by a System administrator in order to give proper consent to Infobip to send messages and delivery reports to Dynamics 365 Marketing.

After you have given consent, contact Infobip Support and share Organization Data Service URL so the endpoints are fully configured.

Now you can proceed to create a new Infobip Configuration following these steps:

1. Click the New button on the top bar.
2. Enter the Name and API Key.
3. Select the Sender field and enable proper configuration (SMS, WhatsApp or Viber).
4. Click the Save and Close button on top toolbar.
5. Set configuration as Live on top toolbar.

Security Roles

Every user has specific security roles assigned to their account. According to these roles, a user has access to individual functions like Create, Read, Write, and Delete. Only a System Administrator can assign and modify these security roles.

1. Go to Settings icon on the top toolbar.
2. Choose Advance Settings from the list.
3. From Settings in the upper left corner choose the down arrow.
4. Choose Security from System menu.
5. Click the Security Roles option.
6. From the list select the user to which you want to assign security roles.
7. Click on the role required to change permissions and select the functions. 
8. Click the Save and Close button.

How to Send Messages

After you connect your Infobip account to Dynamics 365 Marketing, you can:

• Create personalized templates for SMS, WhatsApp and Viber
• Send single messages via SMS, WhatsApp and Viber
• Send SMS, WhatsApp, and Viber messages via a Customer Journey

Create Templates

Before you can send a message you need to create a template. Every channel (SMS, Viber, WhatsApp) has its own Template page. You can find them under Infobip Messaging:

• Infobip SMS Templates
• Infobip Viber Templates
• Infobip WhatsApp templates

Once you select a channel, you see a window for configuring the template. The templates are similar in that each requires you to enter a template name and select a sender. Here are a few differences:

• For SMS, you enter the text of the message. Language and Transliteration are optional.
• For Viber, you can include rich media content like buttons and images in addition to message text. For images and buttons, you provide a URL, and you also specify a button name.
• For WhatsApp, you can use only registered message templates. Once you select a sender, you select the template to use and then specify additional content for the placeholders.

Once you finish and save your template, move it to 'live' to use it. Note that you cannot edit the template content while it is live.

Use placeholders to personalize a template

This feature lets you define placeholders that are replaced with values from the related Contact entity. To define a placeholder, use a double curly bracket {{ to open a placeholder and another curly bracket }} to close it. Also, use the field's logical name as the placeholder content. 

For example, to include the recipient's name in the message, use a placeholder like this: Hi {{firstname}}!

In Customer Journey, you see that the message text contains bound values. That is not the case when sending a single message, so you still see a placeholder in the message text.

Here are the available placeholders:

Real Value	Variable name {{x}}
First Name	firstname
Last Name	lastname
Full Name	fullname
Job Title	jobtitle
Account Name	parentcustomerid
Email	emailaddress1
Business Phone	telephone1
Mobile Phone	mobilephone
Fax	fax
Address 1	address1_composite
Address 1: Country/Region	address1_country
Address 1:County	adress1_county
Address 1:City	address1_city
Address 1:Address Type	address1_addresstypecode
Contact	contactid
Education	education
Nickname	ibdyncrm_nickname
Department	department
Relationship Type	customertypecode

The Infobip solution also lets you use emoticons. Open the emoticon window and add emoticons by pressing the Windows + Colon (:) keys

Send a Single Message

To send a message to a single contact, go to:

• Infobip SMS Message

• Infobip Viber Message

• or Infobip WhatsApp Message

Once you click on one of these entities, click on New to create new message.

This opens a dedicated form for channel. There you need to provide the Contact you want to send a message to and the template you want to send. If you want you can slightly change the content. Once the message is ready to send, click on Save on the top bar and then Send. You get a note that your message was succesfully sent and you receive a message report within the created message entity.

Send a Message from Customer Journey

The Infobip Messaging app lets you send SMS, Viber, and WhatsApp messages within a Customer Journey, You can also split the Journey based on either the message status or on a message sent in by a contact.

Custom Channel

To set up a message to send within a Customer Journey, use the following steps after you define the segment that enters this Journey.

1. Click on + next to the Start label.
2. Select Custom Channel.
3. Select the channel you want to use within the Custom Channel drop-down list.
4. Choose a template you want to send to Contact.
   NOTE: Be sure that template status is set to Live, otherwise it won’t be visible. 
5. If you want to create a new template, do it by clicking on Create new channel template from the dropdown list

Split Flow

After you set up the message you want to send, you can define the split in the Journey:

1. Click on + next to Infobip Custom Channel element.
2. Select If/then element.
3. Under Custom Channel scope select Message you want to check.
4. Select event you want to track, you can choose:
   • Message Sent
   • Message Delivered
   • Keyword Match

Opt-In

When contacting customers over Viber or WhatsApp, it’s important to have their opt in. This is also the case for SMS in some countries.

Because of this, our Infobip solution introduces two additional fields in the contact details. If these fields are set to Do Not Allow contacts, all messages sent to such customers through Customer Journeys are dropped.

Some countries require an unsubscribe option when sending SMS messages. If end users click on the unsubscribe link, they are added to the Infobip Do Not Contact list.

When receiving Viber messages for the first time, end users are asked to confirm that they want to receive messages from that sender. If they do not agree, they won’t receive any messages from this sender in the future. If they agree, they can unsubscribe at any moment.

These lists are not connected to the Contact Preferences tile. Contact Preference tile’s purpose is to keep track of the consent given by users directly to the enterprises.

Infobip Message Analytics

To check the quantity and status of sent messages from a single-send entity, go to the Dashboard option in the left navigation menu.