Dynamics 365 Contact Center – Use SMS channel to engage with customers proactively [MC1265721]

Message ID: MC1265721
We are announcing the ability to use the SMS channel to engage with customers proactively in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026.

How does this affect me?
This feature enables proactive engagement through the SMS channel that extends your customer engagement workflows with outbound SMS capabilities powered by the proactive engagement CCaaS API. It provides automated, targeted outreach using SMS, with support for orchestrating messaging through CCaaS APIs, Customer Insights journeys, Model Context Protocol (MCP), or filebased uploads. Message context is passed seamlessly to downstream AI agents or customer service representatives, enabling proactive, eventbased, and personalized communications with endtoend traceability across systems.

The feature is included in the existing proactive engagement feature set and uses your current SMS channel configuration in Copilot Service admin center. If you already use the proactive engagement CCaaS API, you can start sending outbound SMS by configuring your SMS provider, defining outbound SMS workstreams, and choosing an orchestration method. Context sharing is automatically applied so that AI agents and service representatives receive the full conversation context.

What action do I need to take?
This message is for awareness, and no action is required.

Source: Microsoft

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