+ > **Deprecated 23 September 2026:** WhatsApp through Azure Communication Services is deprecated and will be removed on 30 September 2028. Existing channels keep working until then. New deployments should use WhatsApp through Twilio. See [Deprecations](https://learn.microsoft.com/en-us/dynamics365/contact-center/implement/deprecations-contact-center).
+ 
+ 
  ## What it does
  Routes WhatsApp to D365 queues via Azure Communication Services + Event Grid. Reps send and receive messages in Copilot Service workspace. A 24-hour window controls when reps can send free-form vs template messages.
  
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  - Routing rule design: must handle both phone number and BSUID patterns if deploying close to June 2026
  
  ## Gotchas
+ - **Deprecated 23 September 2026:** WhatsApp via ACS is on a removal clock ending 30 September 2028, and from 30 September 2026 tenants without an existing ACS resource can no longer acquire or port numbers into ACS at all. Twilio is the supported destination. Templates and consent move with the provider, so budget for re-approval. See [deprecation page](https://learn.microsoft.com/en-us/dynamics365/contact-center/implement/deprecations-contact-center) and [migration planning](https://learn.microsoft.com/en-us/dynamics365/contact-center/administer/migrate-from-azure-communication-services).
+ 
  - Event Grid Entra authentication is where most setups fail. The Entra app registration and admin consent step often gets blocked by IT security. Plan this dependency early.
  - The June 2026 BSUID change is breaking. Audit routing rules and Power Automate flows using `msdyn_CustomerPhoneNumber` before then. Add fallback routing for customers without a phone. Don't put this off.
  - The 24-hour template boundary catches reps out. Free-form messaging works in testing, then fails in production when a customer doesn't reply for a day. Train reps and have templates ready before launch.
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  ---
  
- *Source last updated: 2026-04-17 | Revisit after BSUID migration (June 2026), or when WhatsApp rich media templates launch*
+ *Revisit once WhatsApp-via-Twilio migration tooling is published, and as the 30 September 2028 removal approaches*