Configure an SMS channel using Azure Communication Services

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

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. For more information, refer to Provision Omnichannel for Customer Service and Install voice channel

• Connect to Azure Communication Services. For more information, refer to Connect to Azure Communication Services

  If you connected your existing Azure Communication Services resource, ensure that you enabled SMS services. For more information, refer to 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 Customer Service admin center. For more information, refer to Acquire new phone numbers

  If you're using an existing phone number that isn't enabled for SMS, then you can upgrade your plan. For more information, refer to Edit phone numbers

Configure Azure Communication Services-based short code for SMS

With Azure Communication Services-based short code for SMS, your customer service representatives can send high-volume, time-sensitive messages using preapproved short codes, to make sure of reliable delivery. The provisioning and management of the short codes is simplified for your organization as it can be handled within the Azure ecosystem.

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 in contact center

1. In the site map of Contact Center admin center, select Channels under Customer support, select Manage for Phone numbers.
2. On the page that appears, select Advanced.
3. On the Manage Azure Communication Services dialog, select Sync for Sync from Azure. After the sync is complete, the SMS short code that you acquired in Azure Communication Services is displayed in the phone numbers list.

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. For more information, refer to: 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

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