Expanding SMS capabilities in Dynamics 365 Contact Center

On Aug 22, 2025

We’re excited to announce two enhancements to Dynamics 365 Contact Center, powered by Azure Communication Services (ACS): SMS mobile numbers and SMS short codes. These capabilities significantly expand our global SMS footprint. Moreover, they provide businesses with more flexibility and control over how they engage with customers through real-time, two-way messaging.

SMS mobile numbers

With the introduction of SMS mobile numbers, ACS-based SMS in Contact Center is now available in ten additional countries: Australia, Belgium, Denmark, Finland, Ireland, Latvia, Netherlands, Poland, Sweden, and the United Kingdom.

This expansion enables businesses in these regions to:

Enable two-way SMS for real-time, conversational customer support.

Engage customers using local mobile numbers, improving trust and deliverability.

Leverage ACS’s native integration with Dynamics 365 Contact Center for seamless setup and management.

Whether it’s resolving a billing question, confirming an order, or assisting with a service issue, mobile numbers allow customer service representatives and bots to engage customers in real time—right from the same unified platform.

ACS SMS short codes

We’re also pleased to introduce ACS SMS short codes. These are short, memorable numbers (e.g., 12345) that are ideal for high-throughput, compliant messaging. Short codes are now available in the United States, Canada, and the United Kingdom.

With this release, organizations can:

Use ACS SMS short codes directly within Contact Center, eliminating the need for third-party SMS providers.

Simplify provisioning and management by staying entirely within the Microsoft and Azure ecosystem.

Ensure compliance and security, as short codes are registered and approved by carriers, reducing the risk of message blocking or spam filtering.

This capability strengthens the Contact Center SMS offering by enabling businesses to scale their customer engagement strategies with secure, carrier-approved messaging, all within a unified Microsoft environment.

Getting started

You can provision both mobile numbers and short codes through Azure Communication Services and integrate them directly into your Contact Center SMS workflows. This streamlines setup and management, allowing your teams to focus on delivering exceptional customer experiences.

Learn more

To learn more about acquiring and configuring SMS numbers with ACS, read the documentation:

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