This article explains how to configure Twilio and BulkSMS to allow SMS recipients to respond to your SMS messages and associate the response to their CRM Lead or Contact records.
Please note that if you have reached out to ClickDimensions Support and are using an Alphanumeric Sender ID, then the SMS replies will not be able to sync to CRM.
Goals
- Learn how customer responses to SMS messages are handled in CRM
- Dynamics 365
- Legacy View
Twilio Replies
To begin, login to your Twilio account. After doing so, go to the Numbers view.
Click the number that is set for incoming messages in AzureSend and enter one of the following URLs in A Message Comes In, depending on your data center:
EU Data Center |
http://azuresendeventseu.cloudapp.net/SMSIncomingMessageListener.aspx |
US Data Center | http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx |
CAN Data Center | http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx |
AU Data Center | http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx |
Make sure that on the right side of where you entered the URL, HTTP POST is selected. Save your changes.
BulkSMS Replies
Log into your BulkSMS account and go to My Account > Your Profile. There are two fields here you need to fill in.
MO relay URL
- If you are on the US or AU server use: http://azuresendevents.cloudapp.net/BulkSMSIncomingMessageListener.aspx?pass=XXX &username=YYYY
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
- If you are on the EU server use: http://azuresendeventseu.cloudapp.net/BulkSMSIncomingMessageListener.aspx?pass=XXX&username=YYYY
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
Not sure which server you are on? Go to Settings > ClickDimensions Settings and right click on that page and click on Properties. In the URL field if you see that it starts with "https://app-eu.clickdimensions...", then you are on EU, otherwise you are on US.
Report relay URL
- If you are on the US or AU server use: http://azuresendevents.cloudapp.net/BulkSMSEventsListener.aspx?username=YYYY&pass=XXX
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
- If you are on the EU server use: http://azuresendeventseu.cloudapp.net/BulkSMSEventsListener.aspx?username=YYYY&pass=XXX
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
View Replies in CRM
Once this is set up, recipients will be be able to send responses to your SMS messages and responses will be stored within your CRM as activities. First Select your organisation in the top ribbon view.


From here, select Messaging> Individual Messages then change the Received view.
NOTE: In order for replies to work, you cannot have the same Twilio account set up as a connector in multiple CRM environments. If you do, the replies will not come through.
Twilio Replies
Dynamics 2013/2015
To begin, login to your Twilio account. After doing so, go to the Numbers view.
Click the number that is set for incoming messages in AzureSend and enter one of the following URLs in A Message Comes In, depending on your data center:
EU Data Center |
http://azuresendeventseu.cloudapp.net/SMSIncomingMessageListener.aspx |
US Data Center | http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx |
CAN Data Center | http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx |
AU Data Center | http://azuresendevents.cloudapp.net/SMSIncomingMessageListener.aspx |
Make sure that on the right side of where you entered the URL, HTTP POST is selected. Save your changes.
BulkSMS Replies
Log into your BulkSMS account and go to My Account > Your Profile. There are two fields here you need to fill in.
MO relay URL
- If you are on the US or AU server use: http://azuresendevents.cloudapp.net/BulkSMSIncomingMessageListener.aspx?pass=XXX &username=YYYY
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
- If you are on the EU server use: http://azuresendeventseu.cloudapp.net/BulkSMSIncomingMessageListener.aspx?pass=XXX&username=YYYY
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
Not sure which server you are on? Go to Settings > ClickDimensions Settings and right click on that page and click on Properties. In the URL field if you see that it starts with "https://app-eu.clickdimensions...", then you are on EU, otherwise you are on US.
Report relay URL
- If you are on the US or AU server use: http://azuresendevents.cloudapp.net/BulkSMSEventsListener.aspx?username=YYYY&pass=XXX
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
- If you are on the EU server use: http://azuresendeventseu.cloudapp.net/BulkSMSEventsListener.aspx?username=YYYY&pass=XXX
- Where XXX is the BulkSMS password you use to log in and YYYY is the BulkSMS username you use to log in.
View Replies in CRM
Once this is set up, recipients will be be able to send responses to your SMS messages and responses will be stored within your CRM as activities. Go to Sales, Service, or Marketing > Activities, then Change view to Text Message > Received.
NOTE: In order for replies to work, you cannot have the same Twilio account set up as a connector in multiple CRM environments. If you do, the replies will not come through.
NOTE: In order for replies to work, you cannot have the same Twilio account set up as a connector in multiple CRM environments. If you do, the replies will not come through.
Feature Added: 4.1.0 |
Feature Updated: 9.2.4 (8.2.3 for CRM 2011) |
ClickDimensions Version Needed: 4.1.0 |