Accept and respond to an SMS message interaction

AI-generated summary

Genesys Cloud enables agents to accept and respond to SMS message interactions through the Interactions panel, supporting both inbound and outbound MMS messages with media attachment viewing capabilities. The platform provides auto-answering functionality with visual and audible notifications, character counters for message composition, and emoji support. Agents can send responses containing up to 160 single-byte characters per message, with the ability to send up to five messages together totaling maximum. The system supports attachment of common media types (.jpg, .png, .gif) through drag-and-drop, clipboard paste, or file browser selection, with administrators controlling permissible file types. Access to SMS and MMS messaging requires Genesys Cloud CX 1 Digital Add-on II or higher licensing with Conversation > Message > Create permissions. Agents initiate interactions by clicking Answer when messages appear in the Active Interactions list and continue conversations through repeated message composition and sending steps. Conversations conclude by clicking End Messages followed by required after-contact work completion. The system handles Unicode characters and enforces character limits based on character set type. Agents who decline or fail to answer interactions within specified timeframes are placed into Not Responding status, preventing receipt of new interactions. Genesys Cloud automatically returns declined or unanswered interactions to the queue for reassignment. The platform includes a feedback collection mechanism allowing users to rate article helpfulness and provide specific reasons for their assessment, with options categorized as either negative (inaccurate, incomplete, outdated content) or positive (answered questions, clear organization, valuable insights). Users can identify their role as Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support staff. Related documentation covers additional messaging capabilities, including message interaction management, web chat interactions, inactive conversation handling, and digital messaging setup within Unified Experience

PrerequisitesClick to expand

Log in as an agent and go on queue. The Interactions panel opens and new messages appear in the Active Interactions list.
To begin a message interaction, click Answer.
Notes:
- Agents can receive inbound and outbound MMS messages and can view .jpg, .png, and .gif media. Genesys Cloud does not display other media and notifies agents that the message has no content. For more information about group SMS messages, see FAQs: ACD messages.
- If your admin enables auto answer for SMS interactions, then to alert you of a new SMS interaction, Genesys Cloud displays a visual notification and plays a short audible alert. For more information, see Create and configure queues and Turn on auto answer for agents.
Type your response to the incoming message. Your response can contain up to 160 single-byte characters and can include emojis. You can send up to five messages together with a total limit of 765 characters. The counter shows the remaining characters based on the character set you are using.
Note: For more information about messaging character limits, see FAQ: Is there a character limit for SMS messages? and FAQ: How does Genesys Cloud handle messages with Unicode characters?.
(Optional) To attach a file, do one of the following:
- Drag and drop the file into your message.
- Paste the file from your clipboard.
- Below the message entry box, click Attach file and locate the file that you want to attach.
  Notes:
  - If you attach multiple files, Genesys Cloud sends them as individual messages.
  - Your administrator determines the types of files that you can attach. For more information, see Supported content profiles.
To send your message, click Send or press Enter.
To continue the conversation, repeat steps 3–4 as needed.
To end the conversation, click End Messages.
Complete any required after contact work.

Note: When you decline or fail to answer an interaction within a certain amount of time, Genesys Cloud places you into Not Responding status. When you are in the Not Responding status, you do not receive new interactions. Declined or not answered interactions reenter the queue.

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Accept and respond to an SMS message interaction

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