SMS Channel requirement for communicate license users

Genesys Cloud Integrations
1

Hello Folks,

I need to seek your valuable consultation/suggestion on the below use case:

We have a situation where there's a requirement to provide the SMS capability to certain number of communicate users(Users want the ability to have a 1 to 1 conversation with end party) without having to upgrade to CX 2 or digital addon licenses.

We know that that Communicate doesn’t support SMS however, if there is possibility to achieve this via any custom application, could anyone please guide on the approach for the same?

2

Hello,

Unfortunately, I can't think of a way to achieve this with Communicate license/users only.

Regards,

3

Hi Jerome, is there a way we can achieve this by developing custom app?

4

SMS is not included with only Communicate licenses. So the SMS channel and capabilities would have to come from an external/3rd party provider.
You could develop and define a Client Application integration. This would be a web app displayed via an iframe inside Genesys Desktop, that you would build/code to interact with this 3rd party provider. It could be defined as a Widget or a Standalone application.
I can't think of something else.

5

Thanks very much, really appreciated.

6

Reviving this thread, if you have any idea on how do we achieve the above custom app approach if we need to have different SMS numbers dedicated to each user in Genesys Cloud & also make sure a user only gets presented the messages coming to his numbers in UI?

7

Hello,

I would suggest to raise the question on the Genesys Cloud Community forum. The community forum focuses on configuration and use of the Genesys Cloud features.

SMS in Genesys Cloud is ACD Messaging. I mean that inbound SMS will be distributed to agents via an Architect flow and an ACD Queue.
About SMS Messaging

Regards,

8

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.