About SMS messaging

General information about SMS messaging

• SMS messaging overview
• Messaging threading timeline
• SMS delivery receipts
• Channel, bot, and touchpoint capabilities feature comparison
• SMS mobile terms of service and privacy policy examples

Purchase and manage SMS long codes. SMS long codes are standard 10-digit, DID or toll-free numbers.

• Messaging pricing – SMS long codes
• Purchase SMS long code numbers
• Required regulatory documentation for SMS long code number purchase
• Manually purchase SMS long code numbers
• Manage your SMS long code number inventory 
• SMS opt-out keywords
• SMS long code FAQs

Purchase and manage SMS short codes. SMS short codes are easy-to-remember, 5 to 6-digit numbers. Short codes are available in both random and vanity numbers.

• Messaging pricing – SMS short codes
• Set up an SMS short code
• SMS short code call to action mock-up requirements
• Cancel your SMS short code service
• SMS short code FAQs

Send and receive images through SMS messaging. 

• MMS overview

Integrate an existing SMS account into Genesys Cloud.

• Configure BYO SMS for Twilio

Learn about message and in-queue flows and routing using Architect and Genesys Cloud

• Inbound message flows overview
• Add an inbound message flow
• About message routing
• Add an inbound message route
• Manage ACD message routing
• Work with in-queue message flows
• Create an in-queue message flow
• Architect task and state editor actions

Agents answer, respond to, and complete message interactions with customers.

• Work with message interactions

Administrators can send SMS notifications without involving an agent.

• Agentless SMS notifications

Genesys Cloud supports SMS campaigns.

• Create an SMS campaign
• Add a SMS campaign template message
• Regulations for long codes in outbound SMS campaigns

Use Genesys Bot Connector to call your own bots in Architect message flows. 

• About Genesys Bot connector

Make sure that your use of SMS messaging meets regulations. 

• SMS best practices for a compliant program
• Genesys Cloud support of 10DLC (10-Digit Long Code)
• Genesys Cloud support of toll-free messaging verification for the United States and Canada
• Request the toll-free number verified sender form