Extend more OOB and custom table in the Related conversation to the selected phone number in SMS panel.
Currently, the system only supports for Contact and Opportunity table that enable to view in the dropdown Related conversation button. Refer this document: https://learn.microsoft.com/en-us/dynamics365/sales/manage-text-message-communications#:~:text=Related%20conversation%20to,to%20that%20rec...
Channel-Specific File Size Limits for Attachments in SMS
Currently, Dynamics 365 Customer Service allows administrators to set file size limits for attachments through a global system setting. This setting was originally designed for the email channel, where large attachments such as documents, reports, and PDFs are...
Disable in-app notification
Title: Unable to disable default notifications for incoming SMS in Omnichannel.
Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichann...
Omnichannel support for Alphanumeric sender id in Twilio
Hi,
We are using Omnichannel to send SMS using Twilio. But, it doesn't support Alphanumeric sender id.
We prefer to pass the messaging service id to support this. Details below,
https://www.twilio.com/docs/messaging/services/services-send-messages#adding-an-alpha-...
Omnichannel CustomerPhoneNumber Context value available for SMS channel
CustomerPhoneNumber Context Value in PVA Bot is blank For SMS channel, its currently Available only for Voice Channel. SMS Channel Should ahave this context value populated to be used in PVA BOT.
added to our backlog: https://dev.azure.com/dynamicscrm/OneCRM/_workitems/edit/3237485
Show only Agent First Name
Just as live-chat offers the capability to choose how to display agent names to our customers (first name, last name, nickname). I'm surprised how the SMS channel does not offer the ability for us to choose between these options. If showing full name is by design, I highly recommend aligning a...
Automatically open SMS Conversations once they are accepted
Automatically open SMS Conversations once they are accepted, using Microsoft 365 Contact Center and the SMS channel. SMS Conversations are not opened automatically by default. Currently, users must accept the notification, navigate to the Inbox panel, switch the view to Messages, and then manu...
Disable in-app notification
Title: Unable to disable default notifications for incoming SMS in Omnichannel.
Summary: Issue was reported in support case – 2412200010000949, where customer requested an option to disable default notification setting in Omnichann...
ARTI
Sending SMS from Customer Journey
There seems to be functionality missing to enable SMS messages to be sent from customer journeys. Microsoft support suggested adding to the ideas list. Currently we use a workflow to send the message out through Twilio because there's a gap in the functionality, there should be a bulk send o...
Administrator
added in our backlog https://dev.azure.com/dynamicscrm/OneCRM/_workitems/edit/3431442