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 often required. However, with the expansion of Omnichannel for Customer Service, multiple new communication channels (including SMS and chat) now rely on the same file size configuration. This results in an inefficiency where large attachment size limits necessary for email are unnecessarily applied to SMS, which typically supports much smaller file sizes.

Proposed enhancement: Introduce a per-channel file size limit option. A channel-specific file size limit setting for attachments where administrators can define different maximum file sizes per communication channel (e.g., SMS separately from emails). Specifically for SMS, where file transmission capabilities are significantly limited by mobile carrier restrictions, the ability to configure an appropriate lower file size threshold would prevent system inefficiencies and improve the customer experience.

Key use cases:

• Organizations may allow large attachments (e.g., 10-20MB) via email for reports and documents.
• However, for SMS, the same file size limit is unnecessary, as most carriers impose strict limits (e.g., 600KB - 1MB) on attachments.
• Without channel-specific settings, SMS attempts to send files that are too large, leading to delivery failures or excessive mobile data usage.
• A configurable setting per channel would allow businesses to control and optimize file transmission based on the capabilities and best practices of each channel.

Benefits

✅ Improved Reliability – Prevent failed SMS deliveries due to oversized attachments.

✅ Better Compliance & Cost Efficiency – Avoid unnecessary mobile data consumption when sending attachments via SMS.

✅ Enhanced Admin Control – Gives organizations more granular control over their Omnichannel settings, improving operational flexibility.

✅ Seamless Customer Experience – Ensures customers receive attachments suited for each channel, avoiding frustration caused by delivery errors.

This enhancement would provide greater flexibility, prevent unnecessary errors, and align attachment handling with industry standards for each communication channel. By making file size limitations configurable per channel, D365 Customer Service will better serve organizations managing multi-channel digital interactions efficiently.