Dynamics 365 Contact Center - Enabling Infobip SMS for Dynamics 365 Contact Center

We are announcing the ability for users to use your Infobip SMS account directly in Contact Center to streamline how you connect with customers in Dynamics 365 Contact Center. This feature will reach general availability on April 30, 2026.

How does this affect me?
This feature enables Contact Center administrators to add Infobip as a third-party SMS provider, allowing users to send and receive SMS and MMS messages through Infobip connections. Once configured, Infobip SMS appears as an available messaging channel that agents can use during customer conversations. The setup supports inbound and outbound messaging across the same workflows and routing logic used for other SMS channels, providing a consistent user experience and unified reporting.

This feature is not enabled automatically. Administrators add Infobip accounts in the Channels > Messaging Accounts area of the Contact Center admin experience, where a new Infobip SMS option appears. To enable the feature:

1. In the Copilot Service admin center, go to Channels > Messaging accounts.
2. Select + New account, provide the name and channel type, then choose Infobip.
3. Enter your Infobip API base URL and API key.
4. Add your available Infobip SMS numbers.
5. Save the configuration to activate the channel.

Admins can disable or remove an Infobip account at any time from the same settings area. Once enabled, Infobip SMS routes through the same message orchestration, analytics, and agent tools used for all supported SMS providers.

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