Configure phone numbers and messaging accounts
Define ACS phone numbers
Before you configure the SMS functionality, you need to ensure the necessary phone numbers or message providers are defined for use. You can configure the phone numbers and message providers in the Customer Service admin center app. Depending on which provider you plan on using, this process will change.
Add new phone numbers
Before you use Azure Communication Services (ACS) for SMS conversations, you need to ensure the phone numbers are available to communicate with them. You can add the phone numbers using the Customer Service admin center application.
Select Channels under Customer support.
Select Manage next to the Phone Numbers section.
When you add the new number, specify a Country/Region from the dropdown list.
Based on the country you select, a list of available plans for that country/region is listed. For example, if you select the United States, you'll be presented with two number types.- Toll-free (1-800): There are two options available (844 and 833).
- Geographic (Uses Local area codes): Specify a state and city that you would like to use as a basis for the number. The number of cities available will vary based on the state that you select.
Currently, SMS plans can only be added to Toll-free numbers. After you select the calling plan option (Receive calls, make calls, or both), you must enable the ability to send and receive SMS messages.
Once you're allotted a new number, you'll have just 15 minutes to purchase the number. If the time lapses, you'll have to purchase again. After your number is purchased, you'll have a phone number that you can use for SMS communication.
Obtain a TeleSign or a Twilio account
Omnichannel for Customer Service currently supports SMS messaging through two SMS message providers: TeleSign and Twilio. Organizations that want to provide SMS support need to register with either TeleSign or Twilio prior to adding SMS support to Omnichannel for Customer Service. To obtain these accounts isn't the purpose of this module, however, for more information, see the following information.
Configure SMS support
Once you obtain an account and number, you'll need to add it as a messaging account in the Customer Service admin center app. To view the messaging accounts, go to Channels > Messaging Accounts.
When defining a new messaging account, you need to define the following information:
Channel details
- Name - Simple name that is used to identify the messaging account.
- Channel - The communication channel type for the messaging account. This option will be set to SMS.
Account details:
- Provider - The account you'll use which is Twilio or TeleSign. Based on the Provider you select, you need to specify the following:
- TeleSign: Customer ID and API Key
- Twilio: Account SID and Authorization token
- Provider - The account you'll use which is Twilio or TeleSign. Based on the Provider you select, you need to specify the following:
SMS numbers:
- Number: The number you want to add. You'll provide the complete number with country code without any spaces or dashes.
- Type: Type of number you want to use. You can choose from the following:
- Long code - A unique, 10-digit phone number that is tied to a specific area code (1XXXXXXXXXX).
- Short code - A short number that is often between four to six digits and is often used in high volume scenarios (XXXXX).
- Toll-free - Short code message service that sends text messages from toll-free numbers.
- Description: A short description of the number.
Callback information: For incoming SMS messages to be routed to your Dynamics 365 instance, copy the URL into the correct location on your SMS provider account. For example, for a Twilio account you need to paste the callback URL into the Incoming message webhook on the phone number used in the messaging account.
Validate the SMS number
Once you create the number, you must verify that the number, and the account are valid. In the SMS numbers for the messaging account, select the number and select Validate to ensure the number is valid and correctly configured.
