Customer Insights | Send SMS through a journey

In Customer Insights, to send a SMS through a journey, you'll need to set up a text message, a segment and a journey.

Set up a text message

A text message needs to be set up:

1. Navigate to Dynamics Customer Insights.
2. Open the Real-time journeys menu and from the left-side navigation, click on Text messages.

3. Click on the + New button to create a new text message.

   

4. Configure and create the outbound text message by selecting a Text message sender from the Sinch SMS provider, enter the Message content and set the Compliance profile and Purpose (this impacts the opt-in or opt-out consent).

5. Click the Save and Ready to send buttons. The Ready to send button indicates that the text message can be used in a journey.

   

Set up a segment

A segment (the audience you want to send the SMS to) needs to be set up: 

1. Open the Real-time journeys menu and from the left-side navigation, click on Segments.

2. Click on the + New Segment button to create a new segment.

   

3. Configure the new segment by entering a Name for the segment and selecting a target audience. 

   You can find more information about building segments in Customer Insights - Journeys or using Copilot to target the right customers using query assist on Microsoft's help centre.

4. Click on the Create button to create the segment.

   

5. After creating the audience, click the Ready to use button to start using this segment in your journeys.

   

Set up a journey

To create a journey:

1. Open the Real-time journeys menu and from the left-side navigation, click on Journeys.

2. Click on the + New journey button to create a new journey.

   

3. Configure the new journey. You can create journey with Copilot or click the Skip and create from blank button.
   • Name the journey: Enter a name for the journey.
   • Choose the type of journey: Select Segment-based. You can also choose Trigger-based if this is more suitable.
   • Select segments: Choose the segment you created in the drop-down list.
   • Select the frequency: Choose the frequency of the journey.
   • Select the time zone: Choose an appropriate time zone.

   • Select the start date and time: Choose the start date and time for the journey.

     

4. Click the Create button to create the journey.
5. To start building out the steps in your journey, click the + icon and select the Text message action.

6. Once the Text message action has been added, you can customize it by adding a Text message sender from the Sinch SMS provider, choosing a Text message and defining the Send to field.

   To configure the Send to fields, follow the steps in the Configure journey audiences article.

   

7. Click the Publish button to complete this step. Your journey will trigger based on the start date/time and frequency set.