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Alphanumeric Sender IDs for SMS

  • 1.  Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 08:50
      |   view attached

    Hi everyone - we're releasing Alphanumeric Sender IDs in Genesys Cloud this week. 🎉

    Admins can now provision and use alphanumeric Sender IDs for outbound SMS in Genesys Cloud. This gives organizations the option to use branded sender names, where supported, for one-way messaging to customers. The feature is available for new, existing, and migrating customers, adding another outbound messaging option in supported regions.

    I'd love to use this thread to collect feedback, answer questions, and keep the discussion going here in the Community. We'll link this thread from the related Aha idea so follow-up happens here rather than in Aha.

    Helpful links:

    I'll also attach the feature description PDF here for anyone who wants a bit more detail.

    Looking forward to hearing what you think, what questions come up, and how you're planning to use this.


    #DigitalChannels

    ------------------------------
    Mikael Cohen
    Product Manager, Digital, Genesys Cloud
    Genesys - Employees
    ------------------------------

    Attachment(s)

    pdf
    Alphanumeric Sender IDs introduction.pdf   607 KB 1 version


  • 2.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 09:07

    Hi Mikael,

    Thanks for sharing this update. Just wanted to check is Alphanumeric Sender ID already available in the AU region?

    Also, assuming the required regulatory documentation is completed, is it billed the same as standard outbound SMS with no additional ASID-specific charges?

    Thanks.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 09:35
    Edited by Mikael Cohen 04-29-2026 09:35

    Hey, yes it is activated in the Sydney region already. There are no registration or any monthly costs associated with Alphanumeric Sender IDs - they are billed per message at the similar rate as your local SMS messages.



    ------------------------------
    Mikael Cohen
    Product Manager, Digital, Genesys Cloud
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 09:40
    Edited by Phaneendra Avatapalli 04-29-2026 09:41

    Thank you for confirming, thats really helpful.


    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 5.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 10:58

    Phaneendra, there are registration requirements for Australia.  You will find instructions in the following Resource Center article:

    https://help.genesys.cloud/articles/required-regulatory-documentation-for-alphanumerics-id-purchase/



    ------------------------------
    Paul Lamarre
    Director, Product Management
    ------------------------------

    Original Message


  • 6.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 19:59

    Thank you Paul this is helpful 



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 7.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-29-2026 20:31

    Hi Mikael,

    This is exciting. We are looking into outbound Genesys SMS capability using Twillio SMS provider. We have Alphanumeric blocker (to prevent replies) and branded SMS as a requirement. Does this give us an option to configure this in Genesys rather than having to configure this in Twillio?

    Cheers,

    Deepa 



    ------------------------------
    Deepa Galaiya
    Product Owner, Customer Interactions
    ------------------------------



  • 8.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-30-2026 07:21

    Hi Deepa,

    Your only option today is to use Alphanumeric services with Genesys Cloud native SMS capabilities.  We are planning and prioritizing to add support to BYO services (both Twilio and SMPP) with a realistic target of 3Q26.

    Regards,

    Paul  



    ------------------------------
    Paul Lamarre
    Director, Product Management
    ------------------------------

    Original Message


  • 9.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-30-2026 06:47

    Hi Mikael

    Great news!! I appreciate customers like myself have been requesting this for some time, but its such a "base" ask when sending SMS messages you can imagine many customers will be looking to use this.

    By way of feedback:

    • I have just tested in our TEST org and am pleased to report it works as expected for us, when sending messages by campaign. It was super easy to set-up, and add to a campaign. The tests have performed as expected, so this is great to see.
    • I am really pleased that you have seen fit to allow this as config on queue based SMS messages sent, although for now we have not enabled this (but we might).
    • It is also good to see this has been applied in to the agentless SMS at the same time too as an option.
    • The articles and guidance provided with the release is very helpful and clear, particularly given some of the constraints in how you should set up an alphanumeric number.

    So overall, a very happy customer. Thank you!



    ------------------------------
    David Halliday
    ------------------------------



  • 10.  RE: Alphanumeric Sender IDs for SMS
    Best Answer

    Posted 04-30-2026 08:01

    Hi David,

    We greatly appreciate this feedback along with the patience with this delivery.  As a standard SMS offer, we desperately wanted to get this out the door but were blocked by other constrained product areas.  We intend to expand the supported country list in the coming weeks/months and add to BYO services.  A number of additional countries had rather extensive regulatory requirements and we did not want to further delay release while we sort out the requirements to operate in those markets.  More to come...

    Regards,

    Paul



    ------------------------------
    Paul Lamarre
    Director, Product Management
    ------------------------------

    Original Message


  • 11.  RE: Alphanumeric Sender IDs for SMS

    Posted 04-30-2026 07:34

    Just started the process hopefully we will get this soon and provide feedback as well thank you



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 12.  RE: Alphanumeric Sender IDs for SMS

    Posted 18 days ago

    All,

    We have been struggling in AU with requirements for registering with the ACMA as an Electronic Messaging Service Provider (EMSP).  We are now through those issues and are now successfully able to register SenderIDs in that market.  Registration requirements are outlined in the article below for AU and any market we support that requires registration:

    https://help.genesys.cloud/articles/required-regulatory-documentation-for-alphanumerics-id-purchase/

    Please let us know if you have any questions.

    Regards,

    Paul



    ------------------------------
    Paul Lamarre
    Director, Product Management
    ------------------------------



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