D365 Omnichannel: Multiple phone numbers for the same SMS Workstream

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Posted on by D365EL

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Hello Community,

For setting up SMS Channel using Twilio, according to this Microsoft documentation, it says we can configure only one phone number per workstream: https://learn.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel-twilio?tabs=customerserviceadmincenter

However, I believe that’s incorrect, because we could set up multiple SMS channels under one SMS workstream, and we could associate a different Twilio phone number for each channel. That means multiple phone numbers under the same workstream.

Am I correct?

I would appreciate the confirmation if anyone has the insights.

Thank you!

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Leah Ju Microsoft Employee on at

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Hi Partner，

I would suggest you create a support ticket for professional assistance following the below procedure.
Get Help + Support - Dynamics | Microsoft Docs

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