Configure SMS Channel for Omnichannel


Please go through my post on Enable Omni Channel for customer service. To set up SMS Channel, logon to Omnichannel Admin Center App as a Omni Channel Admin. Navigate to Channels and choose SMS.

Copy the Account SID and Auth Token from the Twilio Account. Update the Provider information in Omnichannel App and click on next.

Add SMS Numbers to this account to send SMS.

Copy the callback URL from next step and update in the Twilio Account.

Return to Omni channel Admin center App and create a work stream for SMS Channel.

Set up SMS Channel within Workstream.

Choose the SMS number configured from Twilio Account.

Set the Channel Operating hours in Behavior screen.

SMS Channel configured successfully.

Set up Routing Rule:

Review the Work Distribution setting. Enable Push Notification to yes and set the Agent capacity unit. Configure Skillset for Agent if we need to route the SMS based on Agent skill set.

Create a simple Rule Set and route the SMS to right Queue.

Copy the Callback URL from Omnichannel App to Twilio Account.

Now test the connection by sending test SMS to the Agent Mobile No configured in SMS Workstream.

Author: Devikumari Krishna

I am a Solution Architect in Dynamics 365|PowerApps platform. I provide Architectural consulting for Microsoft Power Platform, Dynamics 365 CRM Cloud, On-Premise, CRM 2016, 2015 and earlier version.

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