MMS overview


Genesys Cloud’s support of MMS on SMS is evolving over several phases. In its initial phase, Genesys Cloud’s limits the support of MMS in the following ways:

  • MMS is available only on SMS long codes
  • Long codes are only supported in US and Canada
  • Toll-free long code are not supported in the US and Canada
  • MMS is only available for inbound interactions
  • MMS only displays a limited number of media types

SMS long codes vs SMS short codes

Genesys Cloud supports both SMS long codes and SMS short codes. SMS long codes are a standard, 10-digit number, while SMS short codes are easy-to-remember, 5 to 6-digit numbers. You typically use SMS long codes to send messages between two parties. You typically use SMS short codes to send messages to a large audience or to make it easy for a large audience to send messages to you.

In the first phase of Genesys Cloud’s MMS support, you can only use MMS messages on long code SMS interactions. Support for MMS on short code SMS interactions is coming soon.

Inbound vs. outbound interactions

In the first phase of Genesys Cloud’s MMS support, you can only use MMS messages on inbound interactions. More specifically, on those interactions coming from an end customer to a Genesys Cloud agent. Genesys Cloud agents cannot send MMS messages to end customers. Support for outbound MMS is coming soon.

Supported media types

In the first phase of Genesys Cloud’s MMS support, Genesys Cloud only displays a limited number of media types in the agent user interface. Genesys Cloud only displays .jpg, .png, and .gif media in the agent user interface. However, even though Genesys Cloud only displays certain media types, it does receive all common audio and video media types. In-house developers can use an API call to make those other media types accessible to agents. For more information, see Conversations API in the Developer Center. 

Note: When sending MMS messages to a US or Canadian long code from another country, the actual media is represented in the message as a link. The agent will then have to click the link to see the media.

MMS capable numbers

If you want to receive MMS messages in Genesys Cloud, make sure your SMS numbers support MMS. For more information, see Purchase SMS numbers and Manage your SMS number inventory.

Note: While Genesys Cloud only displays .jpg, .png, and .gif media in the agent user interface, it does receive all common media types. As such, all media types incur an MMS inbound message fee. For more information, see ACD messaging and SMS pricing.