Connect a Copilot Studio agent to SMS with Twilio
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Build a Copilot Studio hotel concierge that exchanges SMS messages through Dynamics 365 Contact Center, a Twilio account, and an assigned phone number.
Original article from August 30, 2026: How To Send And Receive SMS Text Messages In Copilot Studio, by Matthew Devaney, on Matthew Devaney. Read the original
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This is our own summary, not a republication or full translation.
TL;DR
A Copilot Studio agent can exchange SMS messages through Dynamics 365 Contact Center and Twilio. The setup uses a Dataverse environment, the SMS channel, a paid Twilio messaging account, an SMS-capable phone number, a webhook, a workstream, and the connected agent.
Why it matters
- Makers: Create the Copilot Studio agent, add its FAQ PDF as knowledge, define its instructions, and select no authentication for public SMS access.
- Admins/IT: Create a sandbox or production environment with Dataverse and Contact Center, then enable SMS and configure the Twilio account.
- Makers: Connect the agent to an inbound SMS workstream and test replies from the purchased phone number.
- Admins/IT: Use the Twilio callback URL with HTTP POST and monitor message logs in Twilio.
Frequently asked questions
How do I connect a Copilot Studio agent to SMS with Dynamics 365 Contact Center?
Enable the SMS channel, add a Twilio messaging account and phone number, configure a workstream, then connect the Copilot Studio agent.
Can a Twilio free trial account connect to Dynamics 365 Contact Center SMS?
No. This tutorial requires a paid Twilio messaging account because a free trial account cannot be successfully connected to Contact Center.
What webhook configuration does Twilio need for Copilot Studio SMS?
Twilio needs the Contact Center callback URL pasted into the purchased phone number’s messaging configuration, using the HTTP POST method.