MMS overview

AI-generated summary

Genesys Cloud supports MMS messaging across US and Canada long codes, toll-free numbers, and US short codes for both inbound and outbound agent-customer interactions, with region-specific capabilities and limitations. The platform accommodates MMS messages up to 5MB combined size with a maximum of 10 attachments per carrier requirements, though the agent interface displays only .jpg, .png, and .gif media types while receiving all common audio and video formats through API integration. SMS long codes enable two-party communication while short codes target large audiences, and all SMS numbers must be MMS-capable to receive MMS, requiring specification during short code application. All received media types incur MMS inbound fees regardless of display capability in the agent interface. When sending MMS from outside the US or Canada to long codes, media appears as clickable links in messages rather than embedded content. SMS conversations support additional file types through enhanced content profiles, providing comprehensive messaging capabilities with region-specific limitations outside the US and Canada. Users should reference ACD messaging and SMS pricing documentation for detailed fee information and the Supported content profiles for comprehensive details on compatible formats and capabilities

Genesys Cloud’s support of MMS is available on the following number types:

US and Canada Long codes
US and Canada Toll-free numbers
US Short codes.
MMS only displays a limited number of media types.

MMS Billing: If the administrator sets the Supported Content Profile to block incoming attachments, they will not be delivered to the agent but will still be received from our SMS provider and processed by Genesys Cloud. Therefore, these messages will still be billed as MMS.

File size: The total combined MMS message size (message and attachments) must be under 5 MB in size and should not contain more than 10 attachments. The file type requirements could differ between carriers.

SMS long codes vs SMS short codes

Genesys Cloud supports both SMS long codes and SMS short codes. SMS long codes are a standard, 10-digit number, while SMS short codes are easy-to-remember, 5 to 6-digit numbers. You typically use SMS long codes to send messages between two parties. You typically use SMS short codes to send messages to a large audience or to make it easy for a large audience to send messages to you.

Inbound vs. outbound interactions

Genesys Cloud supports MMS on inbound and outbound messages. End customers can send MMS messages to agents and agents can send MMS messages to end customers.

Supported media types

Genesys Cloud only displays a limited number of media types in the agent user interface. Genesys Cloud only displays .jpg, .png, and .gif media in the agent user interface. However, even though Genesys Cloud only displays certain media types, it does receive all common audio and video media types. In-house developers can use an API call to make those other media types accessible to agents. For more information, see Conversations API in the Developer Center. For more information about the supported media types, see Supported content profiles.

Note: When sending MMS messages to a US or Canadian long code from another country, the actual media is represented in the message as a link. The agent will then have to click the link to see the media.

MMS capable numbers

If you want to receive MMS messages in Genesys Cloud, make sure your SMS numbers support MMS. For more information, see Manually purchase SMS Longcode numbers and Manage your SMS number inventory.

If you want to receive MMS messages on short code numbers, when filling out your short code application form, be sure to indicate that you want MMS-capable numbers. For more information, see Set up an SMS short code.

Note: While Genesys Cloud only displays .jpg, .png, and .gif media in the agent user interface, it does receive all common media types. As such, all media types incur an MMS inbound message fee. For more information, see . During SMS conversations, additional file types during inbound/outbound messages can be done. Enhanced supported content profiles apply to SMS channels. For more information, see .

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