FAQs: ACD messages
What is the size limit for inbound web messages?
Messenger enables web messaging by providing a predefined messenger window that customers… [More]
How does Genesys Cloud handle email flagged as containing a virus?
Genesys Cloud processes inbound email through AWS Simple Email Service (SES), which… [More]
How do I migrate to web messaging from an existing web chat implementation?
Web messaging requires an inbound message flow and changes to your website… [More]
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]
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]