SMS and messaging app support for contact centres

Meet customers on their preferred channel

Leveraging digital channels makes it easy for customers to engage with a brand. By integrating with Short Message/Messaging Service (SMS), texting and messaging apps, brands can meet customers where they are. And it’s available for a range of messaging apps — from WhatsApp to Facebook Messenger.

Manage channels using skill-based, keyword-based, language-based and bullseye routing methods, as well as artificial intelligence (AI)-led processes that use Genesys Predictive Routing.

Messages from these channels are sent to the same agent queue and workspace used for other interactions like chat. That workspace offers a variety of easy-to-use tools, including journey details that show past interactions, chat transcripts that can be summarised with artificial AI and access to customer service management (CSM) data. Message engagement is supported with canned responses, scripts, transfers, wrap-up codes, internal notes and emojis. File attachments are also possible and can be audio, video or documents.

Deliver better customer experiences

Now brands don’t have to sacrifice efficiency to meet customers on their preferred channels. They can bolster scale through self-service and AI. This includes chatbots to improve deflection, AI-based routing and AI-led agent assistance. Improve time to resolution while reducing costs and empowering customers to interact through their preferred channels.


  • Expand supported channels
  • Simplify agent workflows
  • Scale customer service
  • Resolve problems faster with AI