Set up SMS

Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers.

After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can messages to the best-skilled agent using a Designer application. Reporting is also available through Genesys CX Insights.

1. Configure SMS number

Contact your Genesys representative to set up your SMS number in Genesys SMS Aggregator.

2. Enable Digital Shared Services

Work with your Genesys representative to enable service channels in Agent Setup to connect to the channels you created. Later when you create a Designer application to route SMS interactions, it will pull the data from these channels.

3. Configure Agent Desktop

You should go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular Chat options. See the Agent Setup documentation for more information.

4. Create a Designer application

Create a Designer application to route SMS interactions to the right agents. Note: You should see the service channel you created in step 2 listed under Manage Digital Endpoint in Designer.