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.