Manually Send SMS in Omnichannel in Dynamics Customer Service using Azure Communication Services

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Posted on by kcpacker2

Hello All,

Running into a little bit of an issue. We have recently provisioned Omni Channel for Dynamics 365 Customer Service and configured the SMS channel/workstream with sending SMS using Azure Communication Services.

I am able to successfully send a test SMS text using a custom built power automate flow when a Case record is created. But the question I have, how do I manually send a text without having to use a custom Flow? I was under the impression I could just create a new Outbound Message in D365 Customer Service, add my recipients and simply send it out. Is this not a feature with Omnichannel SMS with Azure Communication Services? Do I seriously have to create a custom flow for each scenarios of sending SMS texts?

Any advice would be greatly appreciated, I can't tell if it is a limitation or if I've simply missed a step with the setup.

Thanks

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Leco Lv Microsoft Employee on at

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Hi partner,

This may seem like a limitation. Have you tried contacting Microsoft Teams?

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PerezAguiar Microsoft Employee on at

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Hey!

According to documentation, outbound comms initiated from within Dynamics is not currently supported:

learn.microsoft.com/.../configure-sms-channel-acs

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