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Set up SMS

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This topic is part of the manual Digital Channels Administrator's Guide for version Current of Digital Channels.

Learn how to integrate Short Message Service (SMS) into Agent Desktop.

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.

Configure an SMS number

Set up your SMS number in Genesys SMS Aggregator.

  • Contact your Genesys representative to set up your SMS number.

Enable Digital Shared Services

Enable service channels in Agent Setup. Later when you create a Designer application to route social media interactions, it will pull the data from these channels.

  • Contact your Genesys representative to create service channels.

Configure Agent Desktop

Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.

Create a Designer application

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 listed under Manage Digital Endpoint in Designer.

Related documentation

See how users handle SMS interactions in Agent Desktop.