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:

    • Long codes are only supported in the US and Canada.
    • Toll-free long codes are only supported in the US and Canada.
    • Short codes are only supported in the US.
    • MMS only displays a limited number of media types.
    • Hosted Toll-free long codes do not currently support MMS.

    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 current phase of Genesys Cloud’s MMS support, you can use MMS messages on  both long code SMS interactions and short code SMS interactions.

    Inbound vs. outbound interactions

    Genesys Cloud supports MMS on inbound and outbound messages. End customers can send MMS messages to agents and agents can send MMS messages to end customers.

    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.

    If you want to receive MMS messages on short code numbers, when filling out your short code application form, be sue to indicate that you want MMS-capable numbers. For more information, see Set up an SMS short code.

    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.