Deprecated 23 September 2026: the SMS channel through Azure Communication Services is deprecated and will be removed on 30 September 2028. Use Twilio or Infobip for new deployments. See Deprecations.
Sources: sms-channel-overview | configure-sms-channel-acs
What it does
Routes inbound SMS to reps through unified routing. Reps reply in Copilot Service workspace. Proactive outbound SMS (notifications, campaigns) requires a Power Automate flow, reps can't initiate outbound SMS directly from the workspace.
Key facts
- Two providers: Azure Communication Services (ACS) and Twilio
- SMS is not supported with Azure Direct Routing: ACS managed numbers or Twilio numbers required
- The same ACS toll-free number can be shared between SMS and the voice channel
- Toll-free number verification (ACS) can take 3–6 weeks: deliver rates are lower without it
- Representatives cannot initiate outbound SMS: proactive outbound requires a Power Automate flow calling the ACS or Twilio API
When to use / skip
Use SMS for inbound customer messages and proactive notifications (appointment reminders, order updates). Skip it if reps need to initiate outbound texts directly, that requires Power Automate.
Configuration decisions
- ACS vs Twilio: ACS is preferred if the client is already using ACS for voice; Twilio if they have an existing Twilio account
- Shared voice + SMS number or separate numbers: a single ACS toll-free number can serve both; simpler number management
- Whether proactive outbound is in scope: if yes, scope the Power Automate flow design as a separate work item
Gotchas
Deprecated 23 September 2026: SMS via ACS is removed on 30 September 2028, and tenants without an existing ACS resource lost the ability to provision or port SMS numbers into ACS from 30 September 2026. Twilio and Infobip are the supported destinations, and with either one the customer owns number provisioning, carrier registration and consent settings directly with the provider. The "ACS is preferred if the client already uses ACS for voice" advice below is now inverted — ACS voice is going the same way. See migration planning.
Clients assume SMS means reps can text customers. Clarify early that rep-initiated outbound isn't available in the workspace; Power Automate is required if needed.
Toll-free verification is time-sensitive and out of your control. Submit the ACS application early: unverified numbers get higher carrier filtering. Don't defer to the final week.
Twilio migration uses a separate path. If migrating from Twilio SMS to ACS, use
migrate-config-data-for-sms-channel, not the standard configuration flow.
Consultant notes
- Rep-initiated outbound SMS comes up on almost every project where SMS is in scope. Cover it explicitly in the first channel scoping call: clients assume reps can text customers from the workspace; the requirement for a Power Automate flow surprises them.
- Toll-free verification lead time needs to be built into the project plan as a fixed milestone, not a later-phase task. 3–6 weeks is the real-world range; submitting in the last fortnight of the project isn't recoverable.
- If the client is already on Twilio for something else, it's usually easier to stay on Twilio for SMS rather than migrate to ACS. Avoid re-platforming unless there's a good reason.
Revisit as clients migrate off ACS SMS ahead of the 30 September 2028 removal