Difference between revisions of "PEC-DC/Current/Administrator/GSESMS"
From Genesys Documentation
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|Role=Administrator | |Role=Administrator | ||
|TocName=Set up SMS | |TocName=Set up SMS | ||
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|Context=Learn how to integrate Short Message Service (SMS) into Agent Desktop. | |Context=Learn how to integrate Short Message Service (SMS) into Agent Desktop. | ||
|overviewtext=Genesys Digital Channels enables you to integrate Short Message Service (SMS) into Agent Desktop so that agents can exchange text messages with customers. | |overviewtext=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 {{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}}. | + | 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. 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 | ||
|description=Set up your SMS number in Genesys SMS Aggregator. | |description=Set up your SMS number in Genesys SMS Aggregator. | ||
| − | |relatedarticles=* | + | |relatedarticles=*To set up your SMS number, contact your Genesys representative. |
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Enable Digital Shared Services | |sectionheading=Enable Digital Shared Services | ||
| − | |description=Enable service channels in Agent Setup. Later when you create a Designer application to route social media interactions, it | + | |description=Enable service channels in Agent Setup. Later when you create a Designer application to route social media interactions, it pulls the data from these channels. |
| − | |relatedarticles=* | + | |relatedarticles=*To create service channels, contact your Genesys representative. |
}}{{TSSection | }}{{TSSection | ||
|sectionheading=Configure Agent Desktop | |sectionheading=Configure Agent Desktop | ||
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}}{{TSSection | }}{{TSSection | ||
|sectionheading=Create a Designer application | |sectionheading=Create a Designer application | ||
| − | |description= | + | |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. |
| − | Create a Designer application to route SMS interactions to the right agents. '''Note:''' | ||
|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 | ||
Revision as of 13:50, January 7, 2021
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.
Related documentation:
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 send 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.
- To set up your SMS number, contact your Genesys representative.
Enable Digital Shared Services
Enable service channels in Agent Setup. Later when you create a Designer application to route social media interactions, it pulls the data from these channels.
- To create service channels, contact your Genesys representative.
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 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 Desktop.
Comments or questions about this documentation? Contact us for support!