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How to Add an Unsubscribe Link to Dynamics 365 Customer Voice SMS Surveys
Question details
The user needs to embed an unsubscribe URL into SMS survey invitations sent via Dynamics 365 Customer Voice and an external provider to handle customer opt-outs.
- Product
- Dynamics 365 Customer Voice
- Device & OS
- not provided
- Scenario
- Sending automated SMS survey invitations through external providers like MessageMedia and ensuring compliance by providing a clear opt-out mechanism.
- Observed behavior
- The goal is to automatically generate a recipient-specific unsubscribe link that updates Dynamics 365 records to prevent future messages to opted-out contacts.
Ensure you have active licenses and adequate permissions for Dynamics 365 Customer Voice, Power Automate, and your chosen external SMS provider (such as MessageMedia).
Generate Unsubscribe Links via Power Automate
Utilize the Dynamics 365 Customer Voice connector in Power Automate to automatically generate custom survey invitations along with their corresponding unsubscribe links.
Dynamics 365 Customer Voice does not directly dispatch SMS messages through third-party gateways natively. However, by leveraging Power Automate, you can generate the required customized links and pass them into your SMS provider's connector.
The generated link is recipient-specific. When a customer clicks the unsubscribe URL, the system will log the opt-out behavior, allowing you to filter out these contacts in future campaigns.
Log in to Power Automate and create a new automated or triggered flow dedicated to your SMS survey campaign.
Search for and add the 'Create an invitation' action from the Dynamics 365 Customer Voice connector.
Fill in the required fields, selecting your specific survey project, recipient details, and email/contact record mappings so the system can personalize the invite.
Add an action for your external SMS provider (e.g., MessageMedia's 'Send SMS' action) immediately after the invitation creation.
In the SMS body configuration, use Dynamic Content to insert both the 'Invitation link' and the 'Unsubscribe link' generated by the Customer Voice action.
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Frequently Asked Questions
Does the unsubscribe link generated by Customer Voice work for individual contacts?
Yes, when generated via the 'Create an invitation' action in Power Automate, the link is recipient-specific. Once clicked, it automatically logs the opt-out against that specific contact's record in Dynamics 365.
Can I use third-party SMS providers like MessageMedia with this method?
Absolutely. You can use Power Automate as the bridge. Customer Voice generates the personalized survey and unsubscribe links, and you map those dynamic fields into the MessageMedia connector to dispatch the SMS.
How do I stop future surveys from sending to opted-out customers?
The Customer Voice opt-out action automatically updates the customer's profile. You must ensure your marketing lists or Power Automate triggers are configured to check this opt-out status before enrolling a contact into a new survey flow.
