About ACD and SMS messages


With ACD messages, agents can send and receive interactions from messaging platforms. Currently, PureCloud agents can respond to inbound SMS, Facebook Messenger, Twitter Direct Message, and LINE Messaging.

ACD and SMS messages

ACD messages allow agents to respond to interactions from messaging platforms. PureCloud currently supports SMS, Facebook Messenger, Twitter Direct Message, and LINE Messaging. To enable this feature, contact your designated Genesys Advisor or email Genesys.Advisor@genesys.com.


Set up ACD messages

Learn how to set up ACD messages and route messages using Architect and PureCloud.


Messages for agents

Agents can respond to messages sent from end users. 


SMS administration


Third-party ACD messaging administration

Set up and configure ACD messaging to work with third-party messaging services.