SMS

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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 What’s new and planned for Dynamics 365 for Customer Service. Delivery timelines and projected functionality may change or may not ship (see Microsoft policy).

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 (phone numbers, short codes).

  • Two-way texting between customers and agents. Customers can interact with organizations for product inquiry, installation query, support issues, and more through text messages.

  • Updating customers with automated SMS notifications, including notifications to customers during case creation, case resolution, appointment reminders, and more.

  • Automated response management: welcome messages, thank you messages, and more can be automatically sent to customers.

  • Conversational view of SMS messages that will help increase the productivity of support agents.

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