Set up SMS

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Revision as of 13:50, January 7, 2021 by Julie.munn@genesys.com (talk | contribs) (Published)
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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.

Related documentation:

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.

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