Manually purchase SMS long code numbers

AI-generated summary

Genesys Cloud enables manual purchasing of SMS long code numbers through a structured process that requires specific licensing, regulatory compliance, and carrier approval. Users must hold one of several qualifying licenses—including Genesys Cloud CX 2, CX 3, CX 4, CX 2 Digital, CX 3 Digital, or CX 1 Digital Add-on II—with SMS phone number permissions to participate in the purchasing workflow. The purchase process applies to 20 countries with varying documentation requirements. Eighteen countries, including Australia, Canada, France, Germany, the United Kingdom, and the United States, require additional regulatory documentation. Two countries—Croatia and the Netherlands—have either no documentation requirements or conditional requirements specific to European Sovereign Region deployments. Users access the SMS Number Inventory feature through Menu > Digital and Telephony > Message > SMS Number Inventory, where they search for available numbers, select desired options, and submit them via email to GenesysCloudSMS@genesys.com along with required regulatory documentation, country name, and organization ID. The carrier approval process typically requires 2–5 business days. Upon approval, users receive email notification and the purchased numbers appear in their SMS Number Inventory. The system includes safeguards that prevent immediate purchase confirmation and provisions for alternative number selection if originally chosen numbers become unavailable during the review period. Beyond long code purchasing, Genesys Cloud provides comprehensive SMS messaging capabilities, including MMS messaging support and SMS opt-out detection functionality. Administrative tasks encompass managing SMS long code number inventory and configuring messaging pricing. The platform offers related documentation on regulatory requirements, UK SMS long code support, and general SMS and MMS messaging features. Additionally, Genesys Cloud includes a feedback mechanism enabling users to report content issues and access community support resources for further assistance.

PrerequisitesClick to expand

Regulations in certain countries require that you submit additional documentation to purchase SMS numbers.

Countries that require additional documentationClick to expand

Countries that do not require additional documentationClick to expand

Croatia*
Netherlands**

*Not currently supported within the Genesys Cloud European Sovereign Cloud Region (ESR). See ESR Availability for Genesys Cloud SMS for current ESR support.

**Registration is required only for Netherlands SMS Longcodes provisioned within the European Sovereign Region (ESR). This registration requirement does not apply to Netherlands Longcodes provisioned in other Genesys Cloud regions. See ESR Availability for Genesys Cloud SMS for current ESR support.

Purchasing numbers for these countries is a manual process that entails using the SMS Number Inventory feature to find the numbers you want, taking note of those numbers, and then sending them to us in an email along with required documentation.

After we receive your request, we will review it for accuracy and then submit it to our carriers for approval. This process can take 2–5 business days to complete. Once we complete the process, we notify you by email and you will see your numbers in the SMS Number Inventory.

To manually purchase SMS numbers:

Find and gather the required documentation that you need to manually purchase an SMS number. See Required regulatory documentation for SMS number purchase.

Find the numbers that you want to purchase:

Click Admin.
Under Message, click SMS Number Inventory.
Click Menu > Digital and Telephony > Message > SMS Number Inventory.
When the SMS Number Inventory page appears, click Purchase in the upper right corner.
When the purchase form appears, fill in the appropriate fields to search for the numbers you want to purchase.
To view the available numbers on the search results page, click Search. At the top of the search results page, a synopsis appears of your search criteria along with a total of the numbers found. Two commands also appear:
- To return to the purchase form and modify your search criteria, click Change.
- To refresh the display of available numbers, click Fetch new results.

Warning: Do not click Buy Now nor Buy Selected!

Copy the numbers you want to purchase and paste them in an email message.
Note: In some situations, the numbers you choose may no longer be available after the review is completed. When this happens, we can select alternative numbers for you or we can contact you to allow you to choose new numbers.
In your email message, please indicate whether you would like us to choose new numbers or contact you.

Include the name of country in which you want to purchase the numbers in the email message.
Include your Org ID in the email message.

How to find your Org IDClick to expand

Attach the required documentation to the email message.
Send the email message to GenesysCloudSMS@genesys.com.

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Manually purchase SMS long code numbers

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