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.

This article discusses how you can configure an SMS channel using Azure Communication Services.

Prerequisites

• Purchase and install the voice channel for Dynamics 365 Customer Service. More information: Provision Omnichannel for Customer Service and Install voice channel

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

  If you’ve connected your existing Azure Communication Services 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 feature in Customer Service 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 a workstream for the SMS channel

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.

     Note

     File attachments aren't supported in the SMS channel using Azure Communication Services.
     

   1. 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

Next steps

Create message templates

See also

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