Agentless SMS notifications

AI-generated summary

Genesys Cloud's agentless SMS notifications feature enables automated SMS message delivery without agent involvement, triggered by backend system events or configured within Architect flows using data actions. The feature requires a Genesys Cloud CX Digital license, dedicated SMS number, OAuth client credentials, and the Conversation > Message – Create permission. Users can send notifications by calling the Agentless SMS API with OAuth client credentials or by creating data actions within Architect flows that invoke the SMS notification API. Key technical requirements include formatting destination phone numbers in E.164 format and provisioning source numbers within the organization. Common use cases for agentless SMS notifications include automated shipping notifications with tracking information and appointment reminders with confirmation details. By default, the API cannot send messages to customers with active connected SMS conversations; however, an optional API attribute allows this behavior to be modified. Standard SMS pricing applies to all outbound messages sent through the Agentless SMS API. Organizations must ensure appropriate opt-in consent is collected and stored before sending messages to customer numbers. Genesys Cloud integrates bot functionality that interprets customer messages within connected conversations, allowing automated message processing. The platform supports related capabilities including messaging features, SMS pricing structures, long code inventory management, SMS rate classes, group SMS support, agentless WhatsApp notifications, SMS message sending through Architect call flows, SMS campaign creation, and customer journey interaction viewing. The documentation includes a feedback mechanism enabling users to rate article helpfulness and provide specific reasons for their assessment. Users can specify their role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support) and provide contact information while confirming acknowledgment of the Genesys Cloud privacy policy.

PrerequisitesClick to expand

The agentless SMS notifications feature allows you to send SMS notifications without involving an agent. This feature allows Genesys Cloud to send SMS notifications from backend systems automatically, based on triggered events. The agentless SMS notifications feature also allows you to send SMS notifications from an Architect flow using a data action.

For example, suppose that you want to notify your customer that you shipped a product that they ordered. You can configure Genesys Cloud to send an SMS message to your customer with shipping and tracking information. Or, suppose that you want to remind your customers of upcoming appointments. You can configure Genesys Cloud to send an SMS message to your customer with appointment confirmation details, such as date, time, or location.

You access agentless SMS notifications using a public API. For more information, see the Conversations page and the Agentless SMS notifications page in the Developer Center.

Trigger events

To configure agentless SMS notifications based on triggered events from backend systems:

Create or use an existing OAuth client. For more information, see Create an OAuth client.
Use your OAuth client’s credentials to generate a token. For more information, see Grant – Client Credentials.
Use your new token to call the new Agentless API endpoint. For more information, see the Agentless SMS API and the Agentless SMS Tutorial on the Developer Center.

Architect flow

To configure agentless SMS notifications from an Architect flow:

Create a data action that calls the SMS notification API. For more information, see About the Genesys Cloud data actions integration.
Use that data action within the flow. For more information, see Use data actions in Architect for integrations.

Notes:

Format destination numbers using the E.164 format.
Make sure to provision source numbers within the organization.
Only send messages to numbers where you collect and store the appropriate opt-in to SMS.
Standard SMS pricing applies to outbound SMS sent by the Agentless SMS API.
The Agentless SMS API, by default, cannot send messages to a customer with a connected SMS conversation. A connected SMS conversation is an active conversation between a customer and your organization, either in flow, in-queue, or connected to an agent or a bot. Using an optional attribute on the API call, the default behavior can be changed to send an agentless message on a connected conversation. However, if the conversation is connected to a bot, the bot will interpret the message as received from the customer.

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Agentless SMS notifications

Trigger events

Architect flow

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