{"id":504297,"date":"2023-06-29T07:28:44","date_gmt":"2023-06-29T14:28:44","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/sms-and-messaging-app-support-for-contact-centres"},"modified":"2025-11-05T23:51:31","modified_gmt":"2025-11-06T07:51:31","slug":"sms-and-messaging-app-support-for-contact-centers","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/sms-and-messaging-app-support-for-contact-centers","title":{"rendered":"Unified messaging for SMS, WhatsApp and messaging apps product overview"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%2300000000%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Unified messaging for SMS,<br \/>\nWhatsApp and messaging apps<\/h1>\n<p>[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/4d6ddbf096a4cb77\/original\/SMS-and-messaging-app-support-for-contact-centers_EN.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">SMS and messaging app support<\/h2>\n<p>Today\u2019s customers expect fast, convenient communication on the channels they use every day \u2014 and that includes SMS and messaging apps like WhatsApp. With Genesys, Contact centres can engage customers where they are, all while preserving full context, control and continuity throughout every interaction.<\/p>\n<p>By integrating SMS, WhatsApp, Apple Messages for Business and other messaging channels, Genesys consolidates conversations into a unified agent workspace. This eliminates the need to switch between tools and helps agents maintain context throughout the customer journey. Agents can manage these real-time digital conversations alongside voice and other channels \u2015 all within a single intuitive interface. And agentless notifications enable proactive outreach for order confirmations, reminders and promotions, while outbound campaigns keep customers informed and engaged.<\/p>\n<p>Whether it\u2019s handling support enquiries, sending important updates or managing proactive messaging, Genesys empowers your team to deliver fast, personalised support at scale with full visibility into every Touchpoint.<\/p>\n<h2 class=\"h3\">Solution overview<\/h2>\n<p>The Genesys Cloud\u2122 platform simplifies Customer engagement by integrating SMS, WhatsApp, Apple Messages for Business and other messaging platforms into a single, unified solution. Agents can seamlessly manage these conversations alongside voice, email and other interactions \u2014 with complete context and visibility. The platform also offers agentless notifications for proactive updates and reminders, as well as robust outbound campaign capabilities. With AI-powered tools like Agent Copilot and virtual agents, Genesys Cloud delivers fast, personalised and scalable messaging experiences across all digital channels.[\/vc_column_text]<div class=\"btn-container  \"><a role=\"button\"  class=\"btn btn-primary\" href=\"https:\/\/library.genesys.com\/m\/4d6ddbf096a4cb77\/original\/SMS-and-messaging-app-support-for-contact-centers_EN.pdf\" target=\"_blank\" rel=\"\">Get the overview<\/a><\/div>[vc_column_text el_class=&#8221;mt-2&#8243;][\/vc_column_text][\/vc_column][vc_column width=&#8221;5\/12&#8243;]<div class=\"component card w-100 bgc-white vertical text-start   chevron-only has-card-header  \" ><div class=\"card-header p-1  \" ><h3 class=\"font-swb mb-0\"><i class=\"fak fa-gen-star text-whiteicon-size-regular\" aria-hidden=\"true\"><\/i> Benefits<\/h3><\/div><div class=\"card-body\"><ul class=\"text-24\">\n<li>Engage customers on their preferred messaging channels<\/li>\n<li>Boost agent productivity with a unified agent workspace<\/li>\n<li>Automate outreach with agentless notifications and<br \/>\ncampaigns<\/li>\n<li>Deliver engaging experiences with rich media and emojis<\/li>\n<li>Gain complete visibility across the entire Customer journey<\/li>\n<\/ul>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%23ffffff%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column]<div class=\"related-posts-container next-steps-module w-100\"><div class=\"inner-container scrollable-row-container\"><div class=\"row\"><div class=\"text-col col-lg-12 title-container\"><h2 class=\"text-center\">Keep exploring<\/h2><\/div><\/div><div class=\"row align-items-stretch gutter-small col-count-3 scrollable-row\"><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-capabilities\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-gb\/capabilities\/sms-messaging\"><div class=\"thumbnail-col thubmnail default-thumb\"><img decoding=\"async\" src=\"\/media\/default-resource-thumb-wave-1.jpg\" height=\"464\" width=\"820\" alt=\"Genesys wave default resource thumbnail 1\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Capability<\/p><h3 class=\"item-title h6\">SMS messaging<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/practical-guide-to-web-messaging\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/Resource-thumbnail_Practical-Guide-to-mastering-SMS.png\" height=\"249\" width=\"440\" alt=\"Resource thumbnail practical guide to mastering sms\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Practical guide<\/p><h3 class=\"item-title h6\">Practical guide to Web messaging<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><div class=\"col-md-4 vertical-cards grid-item card-col item-image grid_type-resources\"><a class=\"card w-100 h-100 bgc-lgray component vertical text-start thumbnail chevron-only\" href=\"https:\/\/www.genesys.com\/en-gb\/resources\/contact-center-buyers-guide\"><div class=\"thumbnail-col thubmnail\"><img decoding=\"async\" src=\"https:\/\/www.genesys.com\/media\/820x464-Resource-Thumbnail-Ebook-Buyers-Guide-for-AI-and-CX.jpg\" height=\"464\" width=\"820\" alt=\"820&#215;464 resource thumbnail ebook buyers guide for ai and cx\"><\/div><div class=\"card-body text-col\"><p class=\"assettag\">Ebook<\/p><h3 class=\"item-title h6\">Contact Centre Buyer's Guide<\/h3><\/div><div class=\"card-footer text-end\"><div class=\"justify-content-end btn-container\"><div class=\"btn chevron small only btn-secondary\"><\/div><\/div><\/div><\/a><\/div><\/div><\/div><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22flair_width%22%3A%22100%25%22%2C%22flair_height%22%3A%22100%25%22%2C%22flair_top%22%3A%220%22%2C%22flair_left%22%3A%220%22%2C%22flair_bgc%22%3A%22%2300000000%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;] Unified messaging for SMS, WhatsApp and messaging apps [\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row content_placement=&#8221;top&#8221;][vc_column width=&#8221;7\/12&#8243;][vc_column_text css=&#8221;&#8221;] SMS and messaging app support Today\u2019s customers expect fast, convenient communication on the channels they use every day \u2014 and that includes SMS and messaging apps like WhatsApp. With Genesys, Contact centres can engage customers where they are, all [&hellip;]<\/p>\n","protected":false},"author":738,"featured_media":572160,"template":"","tax_priority":[],"tax_contenttheme":[14913],"tax_bundle":[],"tax_contenttheme2":[16107],"tax_capability_sitewide":[16260],"tax_products_programs":[17531],"tax_buying_job":[16642,18550],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-504297","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-level-up-your-technology-en-gb","tax_contenttheme2-grow-your-business-en-gb","tax_capability_sitewide-digital-en-gb","tax_products_programs-genesys-cloud-cx-en-gb","tax_buying_job-job-1-problem-identification-en-gb","tax_buying_job-job-2-solution-exploration-en-gb-2","tax_content_type-product-overview-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/504297","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/738"}],"version-history":[{"count":13,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/504297\/revisions"}],"predecessor-version":[{"id":602111,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/504297\/revisions\/602111"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/572160"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=504297"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=504297"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=504297"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=504297"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=504297"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=504297"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=504297"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=504297"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=504297"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=504297"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=504297"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}