FAQs: ACD messages
How do I send an SMS from an Architect call flow?
To configure agentless SMS notifications from an Architect flow: Create a data [More]
Is there a size limit for transferring files with ACD Messaging?
Yes, when transferring files to other messaging platforms, Genesys Cloud restricts inbound and outbound [More]
What are SMS pricing rate classes?
Rate classes are the way that Genesys Cloud categorizes SMS pricing. More [More]
Does placing a call on behalf of a queue affect standard ACD routing?
The manually-dialed outbound call on behalf of queue counts as resetting the [More]
What does Not responding mean?
When an agent declines or does not answer an interaction within a [More]
What do the timers in an interaction mean?
The first timer shows how long the interaction has been active. Depending [More]
Why do sender IDs change in international SMS messages?
When crossing an international border, the SMS message’s sender ID may change. [More]
Is there a character limit for SMS messages?
Yes. Most SMS messages have a limit of 160 characters. If an [More]
How does Genesys Cloud handle SMS messages with unicode characters?
Some languages, like Arabic and Japanese, use unicode characters. Genesys Cloud can [More]
Does Genesys Cloud support group SMS?
Not at this time. If an end user sends a group SMS, [More]