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SMS handoffs flow through as oc_liveworkitem records. Reps handle them as chats in the Omnichannel Agent app, not as incidents.

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Pre-requisites

Connect SMS in OpenCX first. Dynamics handoff has nothing to route until an SMS number is live — see Connect SMS.

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How conversations land in Dynamics 365

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Setting up

1

Confirm the SMS number is live

Text your OpenCX SMS number and confirm the AI responds. If not, revisit Connect SMS.
2

Confirm Dynamics is connected

The Dynamics 365 card on your Settings → Integrations should show Active.
3

Point the workstream to your SMS rep queue

Copy the workstream GUID from Omnichannel admin center → Workstreams for the team that should handle SMS, and paste it into default_queue_id in the OpenCX Dynamics settings.
4

Trigger a test handoff

Text your SMS number with “Can I talk to an agent?”. The live work item should arrive in the Omnichannel Agent app.

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What the rep sees

  • A live SMS chat in the Omnichannel Agent app — not an incident.
  • The AI’s session summary as the conversation subject.
  • sessionId and channel: sms in the work item’s context variables.
  • The customer’s phone number on the work item (email is usually empty for SMS sessions).
  • OpenCX records dynamics365_chat_id on the OpenCX session for audit.

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Channel-specific details

OpenCX looks up emailaddress1 when linking a contact. SMS sessions usually have no email, so the live work item often arrives unlinked. Collect an email in the AI flow before handoff if you want contact linkage on the Dynamics side.
If your SMS number is in the US, carriers enforce 10DLC or toll-free verification before delivery. This is an OpenCX-side requirement — see SMS Compliance. Dynamics doesn’t replace the need.
Long SMS messages get split into 160-character segments (70 for non-GSM). MMS (images, longer text) is supported on US long codes and toll-free but not all short codes — confirm your number type.
Reps continue the conversation inside Dynamics. Messages they send don’t back-sync into the OpenCX session.

AI SMS Support

Connect a number, configure the AI agent.

SMS Compliance

10DLC and toll-free registration for US numbers.

Conversations in Dynamics 365

Routing rules, live work item payload, observability.

Troubleshooting

Live work item never appears, unlinked contact on SMS.