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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Teams Phone System and...
Customer experience | Sales, Customer Insights,...
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Teams Phone System and SMS logic

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Posted on by John Mongol 89

Hi,

We have started to use Teams Phone System for calling external numbers (for leads, customers, etc.) We got the teams phone calling plan.

As our leads and customers state that they leave SMS messages that we miss.
So here comes the questions:

1. What happens if customer sends and SMS to our teams phone calling number?

2. Is there a way to see that SMS?

3. Is there a way to redirect only SMS's to other numbers?

have anyone solved the SMS issue in their own organizations?

I have the same question (0)
  • Community member Profile Picture
    Community member 2 on at
    Teams Phone System and SMS logic
    Hi,

    Microsoft Teams Phone System is a great way to make and receive calls, but it does not currently support sending and receiving SMS messages.

    1. What happens if a customer sends an SMS to your Teams phone calling number?

    If a customer sends an SMS to your Teams phone calling number, the message will be undelivered. The customer will not receive a notification that the message was not delivered.
    2. Is there a way to see that SMS?

    No, there is no way to see SMS messages that are sent to your Teams phone calling number.

    3. Is there a way to redirect only SMS's to other numbers?
    No, there is no way to redirect only SMS's to other numbers.

    Have anyone solved the SMS issue in their own organizations?
    Yes, some organizations have solved the SMS issue by using a third-party SMS integration service. These services allow you to send and receive SMS messages from within Teams.
    One popular third-party SMS integration service is TextMagic. TextMagic allows you to send and receive SMS messages from within Teams, and it also allows you to create custom SMS templates and to track your SMS campaigns.
    Another popular third-party SMS integration service is Twilio. Twilio allows you to send and receive SMS messages from within Teams, and it also allows you to integrate SMS messaging with your other business applications.

    If you are looking for a way to send and receive SMS messages from within Teams, I recommend that you consider using a third-party SMS integration service.
    I hope this information is helpful. Please let me know if you have any other questions.
     
  • John Mongol Profile Picture
    John Mongol 89 on at
    RE: Teams Phone System and SMS logic

    Hi,

    Thank you for the answer, but my question is more focused on MS Teams particularly this license Microsoft Teams Phone with Calling Plan (country zone 2)

  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    RE: Teams Phone System and SMS logic

    Hi John Mongol,

    1. If you are using sales, you can configure SMS to interact with your customers:

    https://learn.microsoft.com/en-us/dynamics365/sales/sms-intro

    2.If you need to use it in teams, Microsoft offers SMS chat, but you need to add the participants to the teams chat beforehand:

    https://support.microsoft.com/en-us/office/learn-more-about-chatting-via-sms-812d9e88-4891-4fd2-aee1-1ad3f4e23cff

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