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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 customer service representative (service representative or representative). Service representatives 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. Learn more in 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 app used by the representatives.

You can use the same toll-free phone number from Azure Communications Services for the SMS channel, and for inbound and outbound calling in the voice channel. The toll-free SMS is currently available in United States, Canada, and Puerto Rico only. The Azure Communication Services-based short codes for the SMS channel are available in the United States, Canada, and United Kingdom. Learn more about numbers and eligibility in Subscription eligibility and number capabilities.

For the best SMS delivery experience, we recommend that you submit a toll-free verification application for your toll-free numbers. Learn more about the verification process in How do I submit a toll-free verification?.

Prerequisite

You must obtain an active subscription of Dynamics 365 Customer Service Digital Messaging. Learn about licenses and pricing in Dynamics 365 licensing guide. You can also purchase add-ins on the Microsoft 365 admin center. Learn about how to buy add-ons.

Supported SMS channels

In the application, you can configure the following SMS channels:

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

Note

SMS isn't supported with Azure direct routing. Learn more in 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