Create an SMS campaign

Email campaigns: Feature coming soon

  • Genesys Cloud User 3

The following permissions are required for all campaign types:

  • Outbound > messagingCampaign > Add, Delete, Edit, View
  • Outbound > Contactlist > Search

The following permissions are optional for all campaign types:

  • Outbound > Dnclist > Search
  • Outbound > Contactabletimeset > View
  • sms > phoneNumber > View

Before setting up a digital campaign, you must set up the following:

  • SMS number – Either a long or short code is required to send and receive SMS messages to and from mobile phones. The type of code you need is largely based on specific regulations within the messaging country. Genesys customers are ultimately responsible for understanding and complying with country-specific regulations. Once configured, your long or short code populates when you set up a campaign. An SMS number can be associated with multiple campaigns, but it can only send messages on behalf of one running campaign. All other campaigns associated to this number must be turned off.
    • Long code – A long code is a standard phone number (10-digit numbers in many countries) used to send messages. Due to limitations in North America, long codes in the North American Numbering Plan (NANP) cannot be used in SMS campaigns. For more information, see Regulations for international long codes in outbound SMS campaigns.
      IMPORTANT: Due to carrier regulations on long codes, Genesys does not support long codes for outbound SMS campaigns in the United States and Canada.
    • Short code – A short code is a five- or six-digit number. It can take several weeks to obtain an SMS short code, so it is important to do this well in advance of setting up a SMS campaign. For more information, see Set up an SMS short code.
  • Inbound flow – If you expect responses to messages sent, configure an inbound flow for your SMS number. For more information, see About ACD and SMS messages. Also, see Create a flow to create an inbound message flow.

  • SMS content – Message content can come from a message body column in the contact list or from an SMS Campaign template. You are responsible for adding standard opt-out language and options to your SMS content.

Now add resources required for this campaign mode, or identify existing resources to reuse.

Resource Required? Description

Contact List


Define the list of persons you want to contact or know which existing list to use. 

  • Format destination numbers using the E.164 format.
  • The following contact list configurations do not apply for SMS campaigns:
    • Attempt control
    • Preview mode column

Do Not Contact List


Define a list of numbers that this campaign never message, even if they are in the contact list. See Add a new DNC list.

Contactable Time


Define when the campaign can send messages to specific time zones. See Create a Contactable Times entry.

Note: Automatic time zone mapping can be applied for SMS campaigns. For more on time zone management, see the Outbound dialing time zone management overview.



Know which division to associate with this campaign, or whether to use the Home division by default. See Divisions overview.

Once your setup is complete, create your SMS campaign by following these steps:

  1. Click Admin.
  2. Under Outbound Dialing, click Campaign Management.
  3. Click the Digital Campaigns tab.
  4. Click Create New.
  5. Type a name in the Campaign Name box. The name of a campaign can contain spaces and special characters, but it must be unique.
  6. Select a Division or accept the default Home division.
    See also Work with Divisions in About access control.

  1. Use the Contact List box to select a list of contacts for this campaign to message. To filter the list, type all or part of a name. If you select an unassignable list, an error message indicates why. A contact list is invalid if:
    • No defined phone number types exist for the list.
    • The list has no records.
    • The list failed to import.
    • An import that created the list is still running.

    Tip: If you have not created a contact list, you can do so without leaving the current page:

    1. Click the Contact List box and then click Create a New Contact List.

      Figure shows how to create a new contact list while editing a campaign configuration

      A dialog box prompts for the contact list name and a .csv file to upload:
      Figure shows how to create a new dnc list while editing an SMS campaign configuration.

    2. Type a name in the Contact List Name box and click Browse to select a contact file to upload. For more information, see Create a new contact list.
      Ignore the Attempt Control option in the Advanced section. Attempt controls only apply to voice campaigns and are not applicable to digital campaigns.

    3. Click Save.

    Note: Wrap-up code mapping is not applicable to digital campaigns.

  1. Optional. From the Contact List Filter box, select the contact list filter that this campaign should use to limit the messages to contacts that match the filter. For more information, see Contact list filters view.
  2. From the Messages per Minute box, enter the number of messages to be sent each minute during the campaign. The system-imposed limit for organizations is 600 outbound messages per minute for each long code or 1,200 outbound messages per minute for each short code.  If you set the value to anything greater than this, an error occurs.

    For short codes, you may request an increase in the message per minute limit by contacting Genesys Cloud Customer Care.

    Note: If the code being used for a campaign is using the max messages per minute, do not use this code for any other type of outbound interaction, such as agentless API notifications or messages on behalf of a queue.

  3. Optional. From the DNC Lists box, select a table of phone numbers that this campaign should never message. To filter the list, type all or part of a name. When this campaign selects records to message from its contact list, it excludes numbers that match entries in this DNC list. If you select an unassignable list, an error message appears. A Do Not Contact list is invalid if:
    • All or part of the list contains no records.
    • All or part of the list failed to import.
    • The Contact Method for the list is not Phone.

    Tip: If you have not created a DNC list, you can do so without leaving the current page:

    1. Click the Do Not Contact Lists box and then click Create a New DNC List.

      Figure shows how to create a new dnc list while editing a campaign configuration
      A dialog box prompts for the DNC list name and for a .csv file to upload.

      Figure shows how to create a new dnc list while editing an SMS campaign configuration.

    2. Type a name in the DNC List Name box and to select a DNC file, click Browse. At minimum, the .csv file can contain a single column of telephone numbers. A DNC file may contain multiple phone number columns and redundant information, such as contact names.


      Last Name, First Name,DNC_Home,DNC_Cell,DNC_Work

      As a best practice, put only phone number columns in your .csv file.

    3. Click Save.

    1. From the Type box, select SMS as the type of messages being sent in this campaign.
    2. From the Phone Column box, select the contact list column that contains the customer’s phone number.
    3. From the Messaging Options box, select either SMS Campaign Template or Contact List Column.

      If you select the SMS Campaign Template messaging option, from the SMS Campaign Template list select the template that you want to use. The character limit per message is 765. The substitutions used in your template are verified with the corresponding headings in your contact list. If a substitution does not match a contact list heading, the system sends a default substitution or the name of the column heading, if no default is provided. The missing substitutions display in the event viewer. For more information, see Add a campaign SMS template message.

      If you select the Contact List Column messaging option, from the Contact List Column list select the column in the contact list that contains the message to be delivered to the customer. The character limit per message is 512.

    4. From the Sender SMS Phone Number box, select the phone number you provisioned for this campaign.
    5. Optionally select a Contactable Time file containing time zone names and when messaging can occur for each. For more information, see Contactable Times page.

      Note: To use the contactable times feature, the contact list assigned to the campaign must contain at least one timezone column. If it does not, and you assign a set of contactable times to the campaign, then the configuration is invalid and you cannot save changes to the campaign.

    1. Optional. Enable Always Running if you want the campaign to continue running even if there are currently no contacts in the contact list. The campaign does not complete when it runs out of records, and instead sits idle waiting for more records to be added. This option is useful if the contact list is dynamically updated from another source.
    2. Optional. Sort the contact list by column before messaging begins. For example, if your contact list has an Amount_Owed column, you could sort the list to message people who owe the highest amount first. Under Advanced > Contact Sorting, select a contact list column in Sort by. Select a Sort order: ascending (default) or descending. If the sort column contains numeric information such as a telephone number or monetary amount, enable Field is Numeric. Contact list sorting takes place at campaign start. If you add a contact while a campaign is running, the new contact is messaged but is not included in contact list sorting. Click the plus sign to sort by additional columns. You can sort up to four contact list columns, with the first sort taking the highest precedence.Figure shows options for sorting the contact list based on a single column

      Note: Special considerations apply when sorting a date column. The system does not sort a contact column that represents a date formatted mm/dd/yy as a date. It sorts the column as a string since the system does not recognize that format as a date. To work around this limitation, format dates using ISO 8601 format (yyyy-mm-dd). That format sorts in the same order whether considered a string or a date. To denote Christmas Day for example, enter 2017-12-25 instead of 12/25/17.


    Once you complete your SMS campaign configuration, click Save. The new campaign is available on the Campaign Management page.

        • An error message appears if the new campaign exceeds the maximum limit count of 1,000 campaigns. Delete old or obsolete campaigns as needed and click Save again to complete the new campaign configuration.
        • Digital campaign reporting can be seen and exported from the interaction view, and not in the call detail report. For digital campaigns, you can see the dispositions OUTBOUND-MESSAGE-SENT or OUTBOUND-MESSAGE-FAILED.