Twilio Inbound SMS to Support Ticket

Overview

This flow turns Twilio SMS into a tracked support channel. When a customer texts the support number, Twilio posts the inbound message to an HTTP-triggered cloud flow. The flow looks up an open Dataverse case for that phone number: if one exists it appends the new text to the case (updating the last message, incrementing the message count, and adding a line to a running conversation log); if not, it creates a new case. It then sends the customer an SMS acknowledgement with their case reference and posts the message to a Microsoft Teams support channel so an agent can pick it up.

Why it matters: Many customers prefer texting. Capturing inbound SMS as structured, threaded cases gives the support team a trackable queue instead of a phone full of loose texts, and gives the customer an immediate acknowledgement with a reference.

Built by FlowLibs as reference flow CF-511. Ships Off (demo). Going live requires only authorizing the three connections, configuring the environment variables, and pointing the Twilio number's inbound webhook at the flow's HTTP trigger URL.

Use Case

A support team wants customers to be able to text a number for help, with each conversation captured as a case, automatically acknowledged, and made visible to the team in Teams. Repeat texts from the same number thread into the same open case rather than creating duplicates.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Twilio	shared_twilio	SendMessage
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord UpdateRecord
Microsoft Teams	shared_teams	PostMessageToConversation

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Agent reply-out

Add a companion flow that sends agent case replies back to the customer as SMS via Twilio SendMessage.

Auto-close

Add a scheduled flow that sets flowlibs_status to Closed after N days of inactivity so future texts open a fresh case.

Media / MMS

Handle Twilio NumMedia/MediaUrl0 form fields by archiving attachments to SharePoint and linking them on the case.

Keyword routing

Inspect the first message body and route to a different Teams group/channel based on a keyword.

Ticketing system swap

Replace the Dataverse case actions with Freshdesk/ServiceNow connector actions to mirror cases into an external ITSM tool.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@triggerFormDataValue('From')

@triggerFormDataValue('Body')

@greater(length(body('Find_Open_Case')?['value']), 0)

@concat('flowlibs_phonenumber eq ''', triggerFormDataValue('From'), ''' and flowlibs_status eq ''Open''')

@add(int(coalesce(first(body('Find_Open_Case')?['value'])?['flowlibs_messagecount'],0)),1)

@concat(coalesce(first(body('Find_Open_Case')?['value'])?['flowlibs_conversationlog'],''), decodeUriComponent('%0A'), '[', utcNow(), '] ', triggerFormDataValue('Body'))

@concat('SMS-', formatDateTime(utcNow(),'yyyyMMddHHmmss'))

@concat(variables('varAckMessage'), ' Your reference is ', variables('varCaseRef'), '.')

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