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Is there a list of countries Omni Channel works with for SMS? And does is allow multiple channels for SMS

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Posted on by JeremyDeegan

Hello,

I have a requirement from a customer that has a service desk that expands over multiple countries that would be reporting to a single Dynamics 365 Customer Service Online instance. Right now I am trying to find specifically Bulgaria, Greece and South Africa. Each one of these locations would have their own unique phone number. I see the documentation provided by Microsoft says Europe and Africa but does not supply a list of specific countries and I do not want to assume it will work. So I am looking for 2 answers:

1. Does Digital Messaging (SMS and WhatsApp) through Omni Channel work for Bulgaria, Greece and Africa?

2. Does Digital Messaging (SMS and WhatsApp) through Omni Channel allow for multiple channels/ phone numbers in different countries in a single Dynamics online tenant?

Thank you in advance.

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Pranjali Microsoft Employee on at

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Hello,

As long as organizations can sign up at TeleSign/Twilio, you can use Digital Messaging.

I dont think you can use multiple phone numbers in different countries though.

Please find the relevant documentation here- docs.microsoft.com/.../configure-sms-channel-twilio

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TriciaSin 122 User Group Leader on at

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Twilio is currently the only isv that supports both sms and webchat for omnichannel. Their website has a lit of countries they operate in and you will be able to contact their team to enquire about countries that arent on the list.

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JeremyDeegan 5 on at

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Unfortunately I have already verified that Twilio does not support these countries yet for SMS.

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eykalman 1,106 Most Valuable Professional on at

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Take a look at Telesign as well. They offer ONLY sms (as opposed to other channels as well), but could very well have what you're looking for

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Ali .NET on at

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As far as using multiple numbers for SMS channel in a single Dynamics instance is concerned, the documentation says:

You can configure only one phone number per work stream.

So, if you create multiple work stream for multiple SMS numbers then it should work. Seems so. But ...

I tried creating another work stream but the inbound URL generated b the platform was same as the work stream I created earlier. So this raised a doubt that how multiple work streams with different SMS settings would route the incoming SMS conversations.

I also noticed that inbound URL contains /twilio/ in the URL. That means if you have SMS numbers registered with different platforms (Twilio and TeleSign) then it should work.

Based upon above findings, you may try setting different work streams and SMS settings and try this out in a sandbox/trial org first.

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