SMS channel

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Important

This content is archived and is not being updated. For the latest documentation, see Microsoft Dynamics 365 product documentation. For the latest release plans, see Dynamics 365 and Microsoft Power Platform release plans.

Note

These release notes describe functionality that may not have been released yet. To see when this functionality is planned to release, please review Summary of what’s new. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy). For detailed information about our products, visit the Customer Engagement documentation.

SMS channel is a powerful mechanism for organizations to reach and interact with their customers in a timely and convenient manner.

Key capabilities of SMS channel

  • Two-way texting between customers and agents.
    • Scenario: Customers can interact with organizations for product inquiry, installation query, support issues, and so on through texts.
  • Updating customers with automated SMS notifications.
    • Scenario: Notifications to the customer during case creation, case resolution, appointment reminder, and more.
  • Automated response management.
    • Scenario: Welcome message, thank you message, and so on can be automatically sent to customers.