How does Genesys Cloud handle SMS messages with Unicode characters?
Some languages, like Arabic and Japanese, use unicode characters. Genesys Cloud can send and receive messages with these characters. However, unicode characters use more bytes per character than non-unicode characters. Therefore, if an agent enters a unicode character, Genesys Cloud cuts the remaining character count in half in the agent interface, regardless of the number of unicode characters used.
As with non-unicode messages, Genesys Cloud automatically breaks unicode messages that are more than 70 characters into multiple messages. In this situation, Genesys Cloud reduces the character limit per message to 67 characters to make room for a header to reassemble the messages at the receiving end. For more information about how Genesys Cloud splits up long messages, see Is there a character limit for SMS messages?