New Release: Discover What’s New with Text SMS in Dynamics 365

Most sales teams are managing CRM SMS conversations the wrong way!

Sales teams today manage dozens of SMS conversations across Leads, Contacts, and Opportunities, but CRM systems haven’t caught up to how real salespeople work.

Here’s what typically happens:

• You get a reply from a lead, but you’re busy. You can’t reassign the chat without friction.
• You’re writing out multi-step instructions, hit Enter too soon, and the message sends mid-thought.
• You’re rewriting the same reminder or thank-you message for the fifth time today.

These little pain points add up fast and cost you time, speed, and sales momentum.

That’s where 21st-century SMS integration for Dynamics 365 comes in.

TextSMS4Dynamics: SMS Built for Sales

TextSMS4Dynamics brings a smarter, faster, and more flexible messaging workflow right into Dynamics 365 CRM. It’s built to support sales and service teams who need to:

• Keep conversations moving
• Respond with clarity
• Stay consistent across every customer interaction

Let’s break down three features that solve the problems above, without switching tabs or tools.

1. Reassign Chat: Keep Conversations Moving

When you’re busy, use Reassign Chat to transfer live SMS conversations instantly to teammates without losing context.

For example, A sales rep in a meeting quickly reassigns an active SMS chat with a hot lead to another available team member. No follow-up delay, no customer frustration.

Pro Tip: Set routing rules for high-volume times.

2. Multi-Line Messaging: Clear, Structured Replies

Multi-Line Messaging lets you use line breaks (Shift + Enter) to write organized SMS replies without accidentally sending too early.

For example, a customer asks for a breakdown of product pricing. The sales rep can send a neatly formatted SMS with line breaks for each pricing tier, making it easy to understand at a glance.

Pro Tip: Use bullet points or numbered lists for clarity.

3. Global Templates: Save Time, Stay Consistent

Create reusable Global Templates for reminders, follow-ups, and more—then insert them in one click across Leads, Contacts, and Opportunities.

For example, a team uses a Global Template to instantly send onboarding SMS messages to new clients, ensuring everyone gets consistent, professional communication without manual effort.

Pro Tip: Categorize templates by team or message type.

Real-Life Workflow: All 3 Features Working Together

Here’s how these features combine to create a smooth, efficient SMS workflow inside Dynamics 365:

• Start with a Global Template: Kick off your conversation by selecting a pre-approved template, like an onboarding message or a meeting reminder. No need to retype or rethink the basics.
• Personalize and Structure with Multi-Line Messaging: As leads reply and you need to send more detailed information (like pricing tiers, meeting agendas, or step-by-step instructions), use multi-line formatting. Break down the information clearly, making your messages easy to read and act upon.
• Easy Handoffs with Reassign Chat: If you’re pulled into a call or need to step away, simply reassign the active chat to another teammate in real time. The customer conversation continues smoothly without any dropped context or awkward gaps.

All without ever leaving Dynamics 365 CRM.

Quick Checklist: Are You Messaging Smarter?

• Using templates?
• Formatting messages clearly?
• Reassigning chats easily?

If not, it’s time to upgrade your SMS integration in Dynamics 365.

Get Started with TextSMS4Dynamics

Start your free trial today from our website or Microsoft AppSource.

Need a walkthrough? Book a demo at crm@inogic.com.

If you have any doubts, kindly refer to our help docs.

The post New Release: Discover What’s New with Text SMS in Dynamics 365 first appeared on Microsoft Dynamics 365 CRM Tips and Tricks.

Original Post https://www.inogic.com/blog/2025/05/new-release-discover-whats-new-with-text-sms-in-dynamics-365/