Hello,

Dynamics 365 Sales has the feature we as customers can enable and start using with simple configuration for existing providers such as: Azure communication services, Twilio etc. We have implemented it using ACS and our agents love it.

Immediately after rolling out this feature, we came to a bitter realization or a feature lacking in the product (which is very dumb from microsoft perspective). Inbound SMS messages would popup in the notification panel (bell icon of the model driven app). The message that popup or the notification panel that opens up does not provide a clickable link to load the customer account. This makes agent blinded on which customer/lead/opportunity they received this communication about and what other types of conversation was engaged with the customer and so on.

We work in an environment where our agents handle huge volume of leads and we can not expect that the customers respond back to out agents text messages immediately. When they are not on the customer record (contact/lead/opp) and when the SMS message arrives and the notification panel shows the inbound message and the conversation panel opens, we need the ability to open up regarding record open up automatically.