Digital messaging support for SMS through Twilio
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 | - | - |  Apr 1, 2020 |
Business value
Businesses can offer expanded channel choice to customers with text messaging as a support channel to service customers who prefer to communicate through SMS.
Feature details
The SMS channel is a useful tool for organizations to interact with their customers in a timely manner and increase customer satisfaction, improve agent productivity, and reduce support costs. Customers will need an SMS subscription with Twilio to leverage the following capabilities:
- Administrators can configure the SMS channel in the Omnichannel Administration app using Twilio as a provider.
- Customers can reach out to the business through SMS and seek support in an asynchronous nature.
- Agents can use the same unified, contextual, and productive Omnichannel for Customer Service app interface to engage with customers and resolve their issues.
- Supervisors and managers can access rich reports to run the support center efficiently and effectively.