Set up an SMS short code

Prerequisites

  • Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license

An SMS short code is a five or six-digit number that you can use to send and receive SMS messages to and from mobile phones. There are two types of SMS short codes: a vanity number and a random number. A vanity short code is a specific number that you choose, while a carrier assigns a random short code to you.

Genesys only offers SMS short codes in Canada, United Kingdom, and the United States. In Canada, only the vanity SMS short code type is available. In the United Kingdom, only the random SMS short code type is available. In the United States, both the vanity and random SMS short code types are available.

To set up an SMS short code, fill in the application form and email it to Genesys. Genesys reviews the form for accuracy and then submits it to Genesys carriers for approval. Genesys will contact you with questions or problems using the email address you provide on your form and, on completion, will notify you by email.

Before you begin, there are some things that you must understand and some things you must do in preparation.

Regulations

At some point, a carrier or industry organization may audit your short code campaign for compliance with industry standards. If you fail to comply with industry standards or other short code campaign requirements, a carrier or an industry organization could require you to change your campaign. They could also suspend your short code service. Furthermore, each carrier reserves the right to suspend short code service for any user at any time; so compliance with the above guidance is not a guarantee against suspension of service by a carrier.

It is ultimately your responsibility to ensure compliance and implement the necessary changes. If you have any questions about audits or the audit process, contact your account manager.

In addition to the wireless carrier compliance standards, there may be other compliance requirements that, depending on the nature of your text messaging campaign, you need to adhere to. The specific legal compliance requirements depend on the details of your text message campaign and local laws. Consult with your legal counsel to ensure that your text messaging campaign complies with the wireless carriers’ standards, industry standards, and with the laws applicable to your campaign.

To make sure that you understand the compliance implications, review and consult the industry standards for your country:

Notes:
  • Use the Availability Search to make sure that the vanity number you want is not already assigned to another company.
  • The Canadian Short Code Availability Search may not accurately represent current availability. We recommend that you choose at least three different short code number combinations.
  • Canadian regulations prohibit using 4 as the first number in a short code.

Note: If you plan to purchase a vanity short code, use the Directory Search to make sure that the number you want is available and not already assigned to another company.

Restrictions

Due to the various types of carrier regulations in different countries, you are only allowed to use short codes to send and receive messages within the country in which the short code is provisioned.

For short codes provisioned in Canada, you can only send messages to and receive messages from Canadian phone numbers. If the owner of the phone number is out of the country, they may or may not receive the message. Delivery is not guaranteed.

For short codes provisioned in the United Kingdom, you can only send messages to and receive messages from UK phone numbers. If the owner of the phone number is out of the country, they may or may not receive the message. Delivery is not guaranteed.

Note: Short codes provisioned in the United Kingdom include England, Scotland, Northern Ireland, Wales, the Isle of Man, and the Guernsey islands. UK short codes do not extend to the Republic of Ireland.

For short codes provisioned in the United States, you can only send messages to and receive messages from US phone numbers. If the owner of the phone number is out of the country, they may or may not receive the message. Delivery is not guaranteed.

Note: While Puerto Rico and the US Virgin Islands are technically US territories, delivery to the owner of a US phone number visiting these US territories is not guaranteed.

Marketing SMS messages are not allows to be sent between 10:00 PM – 8:00 AM and on Sundays and public French holidays. If messages are sent during these restricted time periods, they will be queued until the available time period.

Pricing

Genesys bills for SMS short code subscriptions on a quarterly basis. For more information, see Messaging Pricing.

Notes:
  • In Canada, only the vanity SMS short code type is available.
  • In the United Kingdom, only the random SMS short code type is available.
  • In the United States, both the vanity and random SMS short code types are available.

Requirements

Before you fill out the form, gather some information and make some decisions. 

  • You need know if you want a random number short code or a vanity number short code. (Vanity short codes are only available in the United States and Canada.)
Note: When considering a vanity short code, be sure to check the availability:

  • For US and CA short code applications, provide a mock-up of the process that your customers use to sign up to receive your short code messages. Include this mock-up along with your application form. For more information, see SMS short code mock-up requirements.
  • You need to know your Organization ID. For more information, see How do I find my organization ID?
  • You must have an SMS short codes terms of service page on your website before you apply for an SMS short code. You will be asked to provide a link to your SMS short codes terms of service page on the application form. Work with your legal department to establish your SMS short code terms of service. For more information, see SMS mobile terms of service and privacy policy examples.
  • If you use your short code for sweepstakes or contests, you must complete other documentation. To learn more, contact our SMS short code support team at GenesysCloudShortCodes@genesys.com.
  • If you use your short code to disseminate promotional or marketing information, you need to provide copies of that material along with your application form.
  • The person submitting the short code application form must be authorized to make purchases on behalf of the company.

Application form

For now, SMS short code applications are managed manually through a form submission. We are presently collecting your company and use case information in a application form that you need to fill out in its entirety before Genesys can set up a SMS program on your behalf. Failing to provide all the required information extends the registration lead-time. Registration consists of five main pieces of information:

  • Company information – Name, Federal EIN, Address, and so on.
  • Use case information – customer service chat, notifications, marketing, and so on.
  • Opt-In Information – How your company is obtaining consent to text your customers including evidence of how you are obtaining it.
  • Terms of service and privacy policy information.
  • Letter of Authorization (LOA).

To ensure that your application meets carrier requirements, we review your application before we submit it to mobile carriers for approval.

When you complete the application, email the completed form, along with any required supporting documentation to: GenesysCloudShortCodes@genesys.com.