Configure an SMS channel using Azure Communication Services

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

This article discusses how you can configure an SMS channel using Azure Communication Services.

Prerequisites

Configure a workstream for the SMS channel

  1. Go to the Workstreams page, and open the workstream that you created.

  2. In the Set up your SMS channel section, select Set up SMS, and then configure the following options.

    1. On the SMS setup page, select a number from the list.
    2. On the Language page, select the language that you want to set as the default.
    3. On the Behaviors page, configure the following options:
    1. Verify the settings on the Summary page, and then select Finish. The SMS channel is now configured.
  3. Configure routing rules.

  4. Configure work distribution.

  5. Add a bot.

  6. In Advanced settings, configure the following options based on your business needs.

Next steps

Create message templates

See also

Channels in Omnichannel for Customer Service
Overview of SMS channels
Understand and create workstreams
Configure SMS channel for Twilio
Configure SMS channel for TeleSign
Delete a configured channel
SMS FAQ
Support for live chat and asynchronous channels