Expanding SMS capabilities in Dynamics 365 Contact Center (Introducing deeper integration with Azure Communication Services and enhanced two-way messaging features).
Real-time User Journey
This journey highlights how a retail customer uses the enhanced SMS features for an order issue:
- Notification: A customer receives an automated SMS update: “Your order #789 has been delayed. Reply HELP to speak with an agent.”
- Customer Reply: The customer replies “HELP.” The Unified Routing engine identifies the customer based on their phone number in the CRM.
- Agent Interaction: The SMS conversation appears in the Agent Workspace. The agent sees the full history of automated notifications sent to this customer.
- Rich Media Exchange: The customer sends a photo via MMS showing a damaged product they received previously. The agent views this directly in the chat window.
- Proactive Resolution: The agent sends a link via SMS for the customer to pick a new delivery slot.
- Contextual Handoff: If the customer asks to speak with someone, the agent can transition the SMS thread into a live voice call within the same interface, maintaining the transcript.
Step-by-Step: How to Enable This Feature
To set up expanded SMS using Azure Communication Services (ACS), follow these steps:
- Step 1: Provision ACS Resource
Log into the Azure Portal and create an Azure Communication Services resource.
- Step 2: Connect to Dynamics 365
In the Contact Center admin center, go to Channels > SMS. Select Add Channel and choose Azure Communication Services.
- Step 3: Get an SMS Number
Follow the prompts within the ACS interface to purchase or port a toll-free or long-code phone number capable of SMS/MMS.
- Step 4: Configure Workstream
Create a new Workstream for the SMS channel. Define the routing rules (e.g., route all SMS with the keyword “Order” to the Shipping Queue).
- Step 5: Enable Two-Way Messaging
In the SMS channel settings, ensure the “Enable two-way SMS” toggle is set to On. This allows agents to reply to incoming messages rather than just sending outbound alerts.
- Step 6: Set Up SMS Templates
Navigate to Workforce Management > Templates and create standardized SMS replies to ensure consistent branding and speed of response.
Infographic: SMS Channel Comparison
| Feature | Basic SMS (Legacy) | Expanded SMS (New) |
| Communication Flow | One-way (Notifications only). | Two-way (Full conversation). |
| Media Support | Text only. | MMS (Images, PDFs, Links). |
| Routing Logic | Static/None. | Unified Routing (Intent-based). |
| Platform | Third-party gateways. | Native Azure Communication Services. |
| Context | Isolated messages. | Full CRM Context & Timeline. |
References
GM Dynamics & Agentic AI Consulting 