Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.


  • Conversation > Message > Create permission
  • Member of a queue with an outbound SMS number

If your administrator granted you permission, you can send an SMS message on behalf of a queue.

Tip: If you want to send SMS messages on behalf of the same queue, before sending your first SMS message, configure on behalf of queue to remember your queue selection.
  1. Click Menu  > New Interaction.
  2. Select SMS.New Interaction type selection
  3. In the On Behalf of Queue box, type a queue name.

    As you start to type, a list of queues appears.

    Note: The client only auto-completes and returns queue names in the search results for queues that you are member of. The queue that you select must have an outbound SMS number associated with it. For more information, see Manage queues.
    New Interaction window for SMS messages

  4. In the Number box, type an SMS number.
    • Your administrator sets the default country code, but you can override the country code for your interactions. 
    • When you enter an international number in the Number box, the country code automatically changes to the correct country code.
    • The Compose button remains unavailable until you enter both a valid queue name and a properly formatted SMS number.

    New Interaction window for SMS messages

  5. Click Compose.

    The integration checks for recent SMS conversations with this contact.

    Note: The messaging threading timeline determines how long SMS conversations remain active after you send an SMS message to a contact. For more information, see Messaging threading timeline.

    • No active SMS conversation exists

      In the client, an SMS message interaction connects.

    • Active SMS conversation exists

      The following prompt appears. Click Continue. In the client, an SMS message interaction with the SMS message history connects.Message indicating that SMS message history exists

    After the SMS message interaction connects, you can blind transfer or disconnect the SMS message interaction. (Disconnecting the SMS message interaction cancels the SMS message.)

    Note: If you do not have access to call logs, Interaction Log does not appear on interactions.

    SMS message interaction connected

  6. Click SMS.

    An Interactions window opens. In the client, the SMS icon turns orange, indicating that an Interactions window is open or accessible.SMS message interaction connected

  7. Write your SMS messages in the Interactions window. 

    Recent SMS conversation history may be visible.Interactions window with SMS interaction

  8. To end the SMS conversation, click Disconnect.

    You are disconnected from the SMS conversation and the Wrap-up window automatically opens. 

    Note: If call logging is disabled, then the Notes section appears in the Wrap-up window.

    Wrap-up window

  9. To complete wrap-up work, select your wrap-up code in the client or in the Interactions window and click Done.

    The SMS message interaction deallocates from your interaction list. In the example, the SMS icon remains orange, indicating that the Interactions window is open or accessible.

    If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you must complete wrap-up work.SMS message interaction disconnected

For more information, see Click-to-dialConfigure on behalf of queue, and About messages.

For more information about the integrations, see About the Genesys Cloud browser extensionsAbout Genesys Cloud Embeddable Framework, About Genesys Cloud for Microsoft Teams, About Genesys Cloud for Salesforce, and About Genesys Cloud for Zendesk.