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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
This article discusses how you can configure the SMS channel in Dynamics 365 Contact Center using Azure Communication Services.
Prerequisites
Purchase and install the voice channel for Dynamics 365 Customer Service. Learn more in Provision Omnichannel for Customer Service and Install voice channel
Connect to Azure Communication Services. Learn more in Connect to Azure Communication Services
If you connected your existing Azure Communication Services resource, make sure that you enabled SMS services. Learn more in Enable call recording and SMS services.
Set up a phone number and enable it for SMS services. Ensure that you select Send SMS or Send and receive SMS options when you choose your phone number feature in Copilot Service admin center. Learn more in Acquire new phone numbers.
If you're using an existing phone number that isn't enabled for SMS, then you can upgrade your plan. Learn more in Edit phone numbers.
Configure Azure Communication Services-based mobile numbers, short code for SMS
With Azure Communication Services-based short code and mobile numbers for SMS, your customer service representatives (service representatives or representatives) can do the following tasks:
- Mobile numbers: Send and receive SMS messages using standard mobile numbers.
- Short code: Send high-volume, time-sensitive messages using preapproved short codes to make sure of reliable delivery.
The provisioning and management of the mobile numbers and short codes is simplified for your organization as it can be handled within the Azure ecosystem. Organizations easily acquire, configure, and oversee SMS capabilities directly through Azure. The integration with Azure Communication Services supports seamless deployment into contact center environments, enabling efficient two-way customer communication at scale.
Set up a mobile number
Follow the steps in Quickstart: Get and manage phone numbers using Azure Communication Services to apply for a mobile number in Azure Communication Services.
Set up a short code
Follow the steps in Apply for a short code to apply for the SMS short code in Azure Communication Services.
Assign the short code, mobile number in contact center
After you acquire a short code or mobile number, perform the following steps:
In the site map of Copilot Service admin center, select Channels under Customer support, select Manage for Phone numbers.
On the page that appears, select Advanced.
On the Manage Azure Communication Services dialog, select Sync for Sync from Azure. After the sync is complete, the SMS short code or the SMS mobile number that you acquired in Azure Communication Services appears in the phone numbers list.
Configure a workstream for the SMS channel
Go to the Workstreams page, and open the workstream that you created.
In the Set up your SMS channel section, select Set up SMS, and then configure the following options.
- On the SMS setup page, select a number from the list.
- On the Language page, select the language that you want to set as the default.
- On the Behaviors page, configure the following options:
- Channel operation hours: Set the toggle to On, and then select an operating hour record. Learn more in Configure operating hours
- Configure custom automated messages.
- Configure post-conversation survey.
Note
File attachments aren't supported in the SMS channel using Azure Communication Services.
- Verify the settings on the Summary page, and then select Finish. The SMS channel is now configured.
In Advanced settings, configure the following options based on your business needs.
Number types and region/country supported in contact center
The following table lists the Azure Communication Services-based number types and region/country supported in Dynamics 365 Contact Center.
| Supported destination | Toll-free | Short code | Mobile number |
|---|---|---|---|
| United States | Yes | Yes | No |
| Canada | Yes | Yes | No |
| Puerto Rico | Yes | No | No |
| United Kingdom | No | Yes | Yes |
| Australia | No | No | Yes |
| Ireland | No | No | Yes |
| Finland | No | No | Yes |
| Denmark | No | No | Yes |
| Netherlands | No | No | Yes |
| Sweden | No | No | Yes |
| Poland | No | No | Yes |
| Belgium | No | No | Yes |
| Latvia | No | No | Yes |
Next steps
Related information
Overview of channels
Overview of SMS channels
Understand and create workstreams
Configure SMS channel for Twilio
Delete a configured channel
SMS FAQ
Support for live chat and asynchronous channels