Add an inbound message route

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Genesys Cloud enables administrators to configure inbound message routing by connecting incoming numbers and addresses to designated message flows. Users with appropriate permissions (Architect Flow View, Routing Message Manage, and Routing Queue permissions) can create message routing entries through the Admin interface by navigating to Orchestration > Routing > Message Routing. The configuration process involves selecting an inbound message flow by name, then attaching one or more inbound numbers or addresses to that flow using the Attach Addresses feature. When customers message any configured number or address, Genesys Cloud automatically routes the incoming message to the associated inbound message flow. Multiple addresses can be added to a single routing configuration, and all changes must be saved to take effect. This functionality enables organizations to direct customer messages to appropriate message flows for consistent handling and response.

PrerequisitesClick to expand

Create a message routing entry and associate inbound numbers or addresses with an inbound message flow. When callers message a number or address specified in the message routing configuration, Genesys Cloud routes them to the appropriate inbound message flow.

Click Menu > Orchestration > Routing > Message Routing.
Click Attach New Addresses.
Click Select flow. Begin typing the first few letters of the inbound message flow you want to use and select it from the list.
To add inbound numbers or addresses to associate with the configuration, do the following:
1. Under Addresses, click Attach Addresses.
2. Click Select address. All available numbers appear.
3. Click the number you want to add.
4. Click Add.
Repeat step 6 to add more numbers.
Click Save.

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Add an inbound message route

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