Configure an SMS channel using Azure Communication Services

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

The SMS channel in Omnichannel for Customer Service allows your organization to connect to customers via text messages. Your customers can send text messages and connect with an appropriate customer service agent. Agents can view incoming SMS requests on their dashboard and respond accordingly. You can use the same phone number for the SMS channel, and for inbound and outbound calling in the voice channel.

Note

• SMS is currently available for toll-free numbers in the United States only, and only works for inbound communication. Outbound (agent-initiated) SMS is not currently supported.
• SMS is not supported with Azure direct routing. More information: Azure direct routing

Prerequisites

• Voice Channel for Dynamics 365 Customer Service must be installed.

• Connect to Azure Communication Services. More information: Connect to Azure Communication Services

  If you’ve connected your existing Azure resource, ensure that you’ve enabled SMS services. More information: Enable call recording and SMS services

• Set up a phone number that's enabled for SMS services. Ensure that you select Send SMS or Send and receive SMS options when you choose your phone number features in Customer Service admin center or Omnichannel admin center. More information: Acquire new phone numbers

  If you're using an existing phone number that's not enabled for SMS, then you can upgrade your plan. More information: Edit phone numbers

Configure the workstream for the SMS channel

Create a workstream for the SMS channel, and then perform the following steps.

1. Go to the Workstreams page, and open the workstream that you created.
2. In the Set up your SMS channel section, select Set up SMS, and then configure the following options.
   1. On the SMS setup page, select a number from the list.
   2. On the Language page, select the language that you want to set as the default.
   3. On the Behaviors page, configure the following options:
   • Channel operation hours: Set the toggle to On, and then select an operating hour record. More information: Configure operating hours
   • Configure custom automated messages.
   • Configure post-conversation survey.
   4. On the User features page, turn on the File attachments toggle and select the following options for file exchange.
   • Customers can send file attachments
   • Agents can send file attachments
     For information about file attachments, see Configure file attachment.
   5. Verify the settings on the Summary page, and then select Finish. The SMS channel is now configured.
3. Configure routing rules.
4. Configure work distribution.
5. Add a bot.
6. In Advanced settings, configure the following options based on your business needs.
   • Sessions
   • Agent notifications
   • Context variables
   • Smart assist bots
   • Quick replies

See also

Channels in Omnichannel for Customer Service
Understand and create workstreams
Create and manage routing rules
Configure SMS channel for Twilio
Configure SMS channel for TeleSign
Delete a configured channel
SMS FAQ
Support for live chat and asynchronous channels