Twilio Two-Way SMS Feedback Survey

Overview

This solution runs a two-way SMS feedback survey on Twilio, fully connector-first. After a transaction, an outbound flow texts the customer a short 1-5 survey; a second, HTTP-triggered flow receives the customer's reply through Twilio's inbound webhook, scores it, records the result in a Dataverse table, and posts low scores to a Teams channel for follow-up.

Why it matters: SMS response rates dwarf email. A two-way text survey captures feedback from customers who never open email, with instant routing of detractors to the team.

Built and verified (Flow Checker 0 errors / 0 warnings on both flows). Both flows ship Off - going live requires only connection authorization, environment-variable configuration, and pointing the Twilio number's inbound webhook at the reply-handler's HTTP trigger URL.

Use Case

A business wants quick post-transaction feedback by text, captured and scored automatically, with unhappy responses surfaced to the team right away. A transaction/order system inserts a survey-request row into the Dataverse SMS Survey table; the outbound flow does the rest.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Twilio	shared_twilio	SendMessage
Microsoft Dataverse	shared_commondataserviceforapps	SubscribeWebhookTrigger ListRecords 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.

Sentiment

Run free-text comments through Azure AI Language / Text Analytics and store a sentiment label alongside the numeric score.

Throttle

Don't re-survey the same customer within N days (add a ListRecords lookback before queuing).

Recovery case

Auto-open a Dataverse case (or Teams task) for detractors instead of only posting an alert.

Scoring

The parser reads the first 1-5 token; extend Init Score to accept words (five) or NPS 0-10.

Channels

Swap Twilio SendMessage numbers to whatsapp:-prefixed values to run the same survey over WhatsApp.

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')

@if(contains(createArray('1','2','3','4','5'), variables('varFirstToken')), int(variables('varFirstToken')), 0)

@concat('flowlibs_customerphone eq ''', triggerFormDataValue('From'), ''' and flowlibs_status eq ''Sent''')

@and(greater(variables('varScore'),0), lessOrEquals(variables('varScore'), variables('varLowScoreThreshold')))

@coalesce(triggerOutputs()?['body/flowlibs_correlationid'], guid())

<?xml version="1.0" encoding="UTF-8"?><Response><Message>Thanks for your feedback!</Message></Response>

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