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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Cannot Find the Custom...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

Cannot Find the Custom SMS Channel Configuration Option

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Posted on by D6-12020352-0 10
Hello,
 
I have a third-party messaging API and I need to use it as a custom SMS channel in my Contact Center Application.
The issue is that I cannot find the option of "Custom Channel". I follow these steps:
  1. Open the Contact Center
  2. Click on Channels from the left-side menu
  3. Under Accounts, I click Manage next to Messaging Accounts.
  4. On the Command bar, click on new account.
  5. A left-side popup shows (see the screenshot below)
    • In the screenshot, It is supposed to show a Custom Option along with the current available options (SMS, Microsoft Teams)
    • This Custom Option is not available
  6. Even If I choose SMS, the following shows (see screenshot below)
    • I only see the Twilio option.
Any ideas on how to solve this?
 
Thanks,
Categories:
Dynamics 365 Customer Service
I have the same question (0)
  • Suggested answer
    Goloknath Profile Picture
    Goloknath 1,909 User Group Leader on at
    Hi,
     
    To achieve that you need to configure SMS provider first then you can add custom SMS provider and then you can see the option. Here is the link with guidance -
     
     
     
    If this helps pls mark as verified answer so that it will be helpful someone else. Thanks!
     
     
  • D6-12020352-0 Profile Picture
    D6-12020352-0 10 on at
    Thanks for the reply @Goloknath,
     
    The links you provided are talking about the Dynamics 365 Sales and I'm using the Contact Center.
    In The Contact Center documentation, I found nothing about configuring an SMS provider, and as described in the following link, you can see that the Custom Messaging channel option is supposed to be available.
     
    Also, I'm already using the voice channel through Azure Communication Services, but the phone number is from a third-party provider using direct-routing to azure communication services.
     
     

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