## What it does
- Infobip is now a supported SMS provider in D365 Contact Center alongside ACS and Twilio. Admins configure Infobip accounts directly in the Copilot Service admin center, and the channel runs through the same routing and reporting infrastructure as the existing SMS channels.
+ Infobip is a supported SMS provider in D365 Contact Center alongside ACS and Twilio. Admins configure Infobip accounts directly in the Copilot Service admin centre, and the channel runs through the same routing and reporting infrastructure as the existing SMS channels.
  
  ## Key facts
- - GA'd April 2026
- - Configured in **Copilot Service admin center → Channels → Messaging accounts**: new Infobip SMS option appears here
- - Supports inbound and outbound messaging
- - Uses standard unified routing workstreams: no separate routing configuration required
- - MMS is supported alongside SMS
- - Reporting is unified with other SMS channels: no separate dashboard
+ - GA'd April 2026.
+ - Configured in **Copilot Service admin centre → Customer support → Channels → Messaging accounts → New account**, with **Infobip** as the provider.
+ - Supports inbound and outbound messaging. MMS is supported alongside SMS.
+ - Uses standard unified routing workstreams — no separate routing configuration.
+ - Reporting is unified with other SMS channels; no separate dashboard.
+ - **You need the Dataverse Organization ID before you start.** Not the environment ID, not the tenant ID, not the Entra application ID — Microsoft calls this out explicitly because all four get confused.
+ - In the Infobip portal you must create an application under **Developer tools** > **Applications and entities** > **Applications** whose **Application ID is set to that organization ID**, then associate your SMS number with it under **Channels and numbers** > **Numbers** > **My numbers**.
+ - The API key needs the `message:send` scope. The same key is reused for HMAC authentication when you establish the connection back to Infobip.
+ - Numbers are entered as `<country_code><phone_number>` (for example `14252306549`) with no spaces or special characters, and typed as Long code, Short code or Toll free.
+ - A callback URL is generated on the account's **Callback information** and has to be pasted into the Infobip notification profile.
+ - Permissions on secure columns must be configured, and SMS for Infobip must already be provisioned in Copilot Service admin centre.
+ - Opt-out handling is configured with Infobip directly — Microsoft is explicit that non-Microsoft SMS providers need their own consent settings.
  
  ## When to use / skip
- Use this if the customer already has an Infobip relationship and wants to avoid migrating to ACS or Twilio. It saves a provider transition and lets you reuse existing Infobip number inventory and contracts.
- 
- Skip it if the customer has no existing Infobip account, ACS is still the simpler default choice when starting from scratch, as it's native to the Microsoft stack.
+ Use this if the customer already has an Infobip relationship and wants to avoid migrating to ACS or Twilio. It saves a provider transition and lets you reuse existing Infobip number inventory and contracts. Skip it if the customer has no existing Infobip account — ACS is the simpler default when starting from scratch, being native to the Microsoft stack.
  
  ## Configuration decisions
- - Infobip account credentials (API key, base URL): get these from the customer's Infobip portal before the admin center session
- - Which Infobip numbers to attach to which workstreams
- - Whether to run inbound-only initially or enable outbound from day one
+ - Get the Dataverse organization ID before the Infobip portal session. The application can't be created correctly without it, and it's the step most likely to send you back a day.
+ - Infobip account credentials (API base URL, API key with `message:send`): collect from the customer's Infobip portal before the admin centre session.
+ - Which Infobip numbers attach to which workstreams, and their number type.
+ - Whether to run inbound-only initially or enable outbound from day one.
+ - Whether file attachments are enabled for customers, representatives, or both.
  
  ## Gotchas
- - Infobip number types (long code, short code, toll-free) have the same opt-in/opt-out and compliance implications as Twilio or ACS numbers: don't assume the Infobip relationship covers regulatory compliance on its own.
- - If the customer switches from Twilio/ACS to Infobip, the workstream config survives but you'll need to re-test routing and re-verify inbound webhook delivery. Don't assume a like-for-like swap.
- - Outbound proactive SMS via Infobip requires the proactive engagement CCaaS API setup separately: the Infobip channel alone doesn't enable outbound initiation.
+ - The Application ID *is* the organization ID. Creating an Infobip application with a friendly name instead is the failure everyone hits first, and the symptom is messages that never arrive rather than a clear error.
+ - Four different GUIDs are in play (organization, environment, tenant, Entra app). Confusing organization and environment ID is common because most Power Platform documentation uses the environment ID everywhere else.
+ - An API key without `message:send` will configure cleanly and then fail at send time. The same key also does HMAC auth, so a scoped-down "read only" key breaks two things at once.
+ - Infobip number types (long code, short code, toll-free) carry the same opt-in/opt-out and compliance implications as Twilio or ACS numbers. The Infobip relationship doesn't cover regulatory compliance on its own.
+ - Switching from Twilio/ACS to Infobip preserves workstream config, but re-test routing and re-verify inbound webhook delivery. It isn't a like-for-like swap.
+ - Outbound proactive SMS via Infobip needs the proactive engagement CCaaS API set up separately — the Infobip channel alone doesn't enable outbound initiation.
  
  ## Consultant notes
  
- - Infobip is most relevant when the client already has a relationship with them: existing number inventory, contracts, and account manager. In that case it saves a provider migration and is worth doing. If they have no existing Infobip account, ACS is the simpler default and there's no good reason to introduce a new vendor.
- - Don't assume provider swaps are like-for-like. If a client is moving from Twilio or ACS to Infobip, re-test the full inbound and outbound flow: webhook delivery, message formatting, and opt-out handling can all behave slightly differently. Allow UAT time for it.
- - Outbound proactive SMS via Infobip still requires the proactive engagement API setup separately. The Infobip channel configuration alone doesn't enable outbound initiation: this is a common misunderstanding when clients see "inbound and outbound messaging" in the docs.
- 
+ - Infobip is most relevant when the client already has a relationship with them: existing number inventory, contracts, and an account manager. In that case it saves a provider migration. If they have no existing Infobip account, ACS is the simpler default and there's no good reason to introduce a new vendor.
+ - The September 2026 doc rewrite is worth re-reading even if you've configured this before. The Infobip-side application setup and the organization-ID binding weren't spelled out in the original version, and implementations built on the older guidance may be working by accident on a single number and will break when a second is added.
+ - Don't assume provider swaps are like-for-like. Moving from Twilio or ACS to Infobip, re-test the full inbound and outbound flow: webhook delivery, message formatting, and opt-out handling all behave slightly differently. Allow UAT time for it.
+ - Outbound proactive SMS via Infobip still requires the proactive engagement API setup separately. Clients see "inbound and outbound messaging" in the docs and assume the channel config covers it — it doesn't.
+ - Split the work across two people if you can: someone with Infobip portal access and someone with Dynamics admin rights. The callback URL and the organization ID have to cross between the two systems, and a single person switching contexts is where transcription errors creep in.
  
  ---
  
- *Worth checking after the next wave whether additional non-Microsoft SMS providers are added to the same pattern.*
+ *Worth checking after the next wave whether additional non-Microsoft SMS providers are added to the same pattern. Last refreshed 2026-09-22 when Microsoft rewrote the Infobip application and API key setup around the Dataverse organization ID.*