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Revision as of 11:46, July 15, 2020
Learn how to integrate Short Message Service (SMS) into Agent Desktop.
Contents
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.