SMS channel

  • Article

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.

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Apr 1, 2019 - This feature is released. Nov 1, 2019

Feature details

SMS channel is a powerful mechanism for organizations to reach and interact with their customers in a timely and convenient manner. Two-way conversational messaging through SMS can help organizations increase their customer satisfaction, improve agent productivity, and reduce support cost (when compared to phone or voice channel).

Key capabilities of SMS channel are:

  • Seamless setup experience of SMS channel inside the application.
  • Two-way texting between customers and agents. Customers can interact with organizations for product inquiry, installation query, support issues, and more through text messages.
  • Conversational view of SMS messages will help increase the productivity of support agents.

Customers will need an SMS subscription with TeleSign to leverage the two-way texting capabilities.

See also

Configure an SMS channel (docs)