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Overview of SMS channels

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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

The SMS channel in the application allows your organization to connect to customers via text messages. Your customers can send text messages and connect with an appropriate service representative. Service represenatives can view incoming SMS requests on their dashboard and respond accordingly. While service representatives can't send messages, the application supports outbound messaging via Power Automate flows. More information: Configure outbound messaging

The following scenarios are supported for SMS:

  • Service representatives can receive SMS conversations from customers and then exchange messages.
  • Admins can configure Power Automate flows to proactively send outbound messages, such as campaigns, to customers

Service representatives can't proactively reach out to customers by starting an SMS conversation in the service representative UI.

You can use the same phone number for the SMS channel, and for inbound and outbound calling in the voice channel. SMS is currently only available in US, Canada, and Puerto Rico. For detailed information about numbers and eligibility, see Subscription eligibility and number capabilities.

For best SMS delivery experience, we recommend that you submit a toll-free verification application for your toll-free numbers. More information: How do I submit a toll-free verification?

Prerequisite

You must obtain an active subscription of Dynamics 365 Customer Service Digital Messaging. For more information about licenses and pricing, see the Dynamics 365 licensing guide. You can also purchase add-ins on the Microsoft 365 admin center. More information: Buy add-ons

Supported SMS channels

In the application, you can configure the SMS channel as follows:

  • Configure SMS channel using Azure Communication Services
  • Configure SMS channel for Twilio

Note

SMS isn't supported with Azure direct routing. More information: Azure direct routing

Next steps

Configure an SMS channel using Azure Communication Services
Configure SMS channel for Twilio

Channels
SMS FAQ
Support for live chat and asynchronous channels