Difference between revisions of "PEC-DC/Current/Administrator/GSESMS"

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{{TaskSummary
 
{{TaskSummary
 
|DisplayName=Set up SMS
 
|DisplayName=Set up SMS
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|Application=Agent Desktop, Agent Setup
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|Application=Agent Workspace, Agent Setup
 
|Role=Administrator
 
|Role=Administrator
 
|TocName=Set up SMS
 
|TocName=Set up SMS
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|Platform=GenesysEngage-cloud
 
 
|ComingSoon=No
 
|ComingSoon=No
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|Context=Learn how to integrate Short Message Service (SMS) into Agent Desktop.
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|Context=Learn how to integrate Short Message Service (SMS) into Genesys Multicloud CX.
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|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers.  
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|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Genesys Multicloud CX so that agents can exchange text messages with customers.  
  
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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 {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
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After you complete the steps on this page, you can treat SMS communications like any other Genesys interaction. For example, you can send messages to the best-skilled agent using a {{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|display text=Designer}} application or use {{Link-Standalone|topic=PEC-OU/HIW|display text=CX Contact}} to send SMS alerts to your customers. Reporting is also available through {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|display text=Genesys CX Insights}}.
 
|TSSection={{TSSection
 
|TSSection={{TSSection
 
|sectionheading=Configure an SMS number
 
|sectionheading=Configure an SMS number
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|description=Set up your SMS number in Genesys SMS Aggregator.
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|description=Set up your SMS number in Genesys.
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|relatedarticles=*Contact your Genesys representative to set up your SMS number.
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|relatedarticles=*To set up your SMS number, contact your Genesys representative.
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Enable Digital Shared Services
 
|sectionheading=Enable Digital Shared Services
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|description=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.
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|description=Enable service channels in Agent Setup. SMS is considered as a part of Chat settings. Later when you create a Designer application to route SMS interactions, it pulls the data from these channels.
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|relatedarticles=*Contact your Genesys representative to create service channels.
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|relatedarticles=*To create service channels, contact your Genesys representative.
 
}}{{TSSection
 
}}{{TSSection
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|sectionheading=Configure Agent Desktop
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|sectionheading=Configure Agent Workspace
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|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center, in particular for chat.
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|description=Go through the normal process to configure any necessary desktop options for the agents in your contact center. Pay special attention to Chat as these settings apply to SMS.
 
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
 
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|display text=Agent Setup documentation}}
 
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Chat_options|display text=Chat}}
 
*{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Chat_options|display text=Chat}}
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Create a Designer application
 
|sectionheading=Create a Designer application
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|description=Create a Designer application
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|description=Create a Designer application to route SMS interactions to the right agents. '''Note:''' The service channel you created previously is listed under '''Manage Digital Endpoint''' in Designer.
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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.
 
 
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
 
|relatedarticles=*{{Link-AnywhereElse|product=PEC-ROU|version=Current|manual=Designer|topic=ApplicationsBar|display text=Create a Designer application}}
 
}}{{TSSection
 
}}{{TSSection
 
|sectionheading=Related documentation
 
|sectionheading=Related documentation
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|description=See how users handle SMS interactions in Agent Desktop.
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|description=See how users handle SMS interactions in Agent Workspace.
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 +
See how CX Contact can handle SMS campaigns for notifications and alerts.
 
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS}}
 
|relatedarticles=*{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS}}
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*{{Link-Standalone|topic=PEC-OU/HIW|display text=About CX Contact}}
 
}}
 
}}
 
}}
 
}}

Latest revision as of 19:19, July 28, 2022

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 Genesys Multicloud CX.

Related documentation:

Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Genesys Multicloud CX 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 send messages to the best-skilled agent using a Designer application or use CX Contact to send SMS alerts to your customers. Reporting is also available through Genesys CX Insights.

Configure an SMS number

Set up your SMS number in Genesys.

  • To set up your SMS number, contact your Genesys representative.

Enable Digital Shared Services

Enable service channels in Agent Setup. SMS is considered as a part of Chat settings. Later when you create a Designer application to route SMS interactions, it pulls the data from these channels.

  • To create service channels, contact your Genesys representative.

Configure Agent Workspace

Go through the normal process to configure any necessary desktop options for the agents in your contact center. Pay special attention to Chat as these settings apply to SMS.

Create a Designer application

Create a Designer application to route SMS interactions to the right agents. Note: The service channel you created previously is listed under Manage Digital Endpoint in Designer.

Related documentation

See how users handle SMS interactions in Agent Workspace.

See how CX Contact can handle SMS campaigns for notifications and alerts.

Retrieved from "https://all.docs.genesys.com/PEC-DC/Current/Administrator/GSESMS (2024-10-19 23:58:01)"
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