I can help provide guidance based on Genesys Cloud's documented capabilities and requirements for B2B two-way SMS using 10DLC, and while the search results do not contain specific experiences from other customers, they do offer a comprehensive view of the necessary steps, compliance framework, and technical setup. The most critical aspect of implementing a 10DLC solution is that all text messaging programs using US or CA 10-digit local phone numbers, regardless of the use case, must be registered to avoid blocking, and the registration and compliance requirements are extensive but clearly defined by Genesys Cloud and the wireless carriers.
The registration process requires you to complete a detailed form and email it to GenesysCloudSMS@genesys.com, and this form is comprehensive, covering five main categories. The first category is company information, which includes your legal company name, Federal EIN, and business address. The second category is use case information, where you must provide a detailed explanation of how your SMS messages will be used, such as for customer service chat, notifications, or marketing, and full transparency in describing your use case is highly recommended because carriers continue to audit SMS compliance and content after approval, and certain use cases are automatically rejected. The third category is the opt-in method, which refers to how you obtain consent from end users, and this must be an active choice by the customer and cannot be obtained via SMS. The fourth category is the call to action, or CTA, where you must provide a screenshot of your actual opt-in method, proving exactly how customers are giving their consent. The fifth category is the 10DLC phone numbers, which are the specific numbers you want to associate with this campaign. The most common methods for opt-in include through a company website with a check box that cannot be pre-selected, via an agent using a script with consent documented in a CRM, through a keyword where a customer texts a specific word to initiate the interaction, via an IVR, or through a signed document, and it is important to remember that consent is a key and mandatory requirement, meaning you can only send messages to customers who have provided explicit consent.
Beyond the initial registration, you must adhere to strict compliance guidelines to avoid message filtering, and key elements for a compliant program include explicit consent where the customer must be clearly informed about who they are receiving messages from, the program they are signing up for, how many messages to expect per month, and how to opt out by replying "STOP". Additionally, you need to be aware of approved use cases because the wireless carriers are actively filtering messages for scams, and programs related to high-risk financial services, debt forgiveness, illegal substances, and certain work and investment opportunities are frequently disallowed. Your messages must also include a clear opt-out option such as "Reply STOP to unsubscribe" and a method for customers to get help such as "Reply HELP for info", and it is important to note that the automated responses to "STOP" and "HELP" are sent by the SMS broker and cannot be significantly customized.
The documented path for implementing a BYO, or Bring Your Own, SMS solution for 10DLC with Genesys Cloud involves using a Twilio integration, and if you have completed your 10DLC registration, your numbers will be tied within a Twilio Messaging Service. In this scenario, Genesys recommends that you select the "Defer to sender's webhook" option in the webhook configuration for that Messaging Service. The technical setup process generally follows these steps: first, you must find the specific Genesys Cloud Webhook URL for your region and configure it as the inbound webhook for your phone numbers in Twilio. Second, in the Genesys Cloud Admin menu, you navigate to "Integrations" and install the "Bring Your Own Twilio SMS Account Configuration" tile. Third, you enter your Twilio Account SID and Auth Token to connect your Twilio account to Genesys Cloud. Fourth, you go to the "SMS Number Inventory" in the Genesys Admin menu, select "Add Numbers" and then "Import" to bring your Twilio numbers into Genesys Cloud. Finally, you need to configure a Message Routing Flow to handle inbound messages and add your SMS number to a specific queue to enable outbound SMS capability.
When designing your solution, you should consider how you will handle message volume, because 10DLC numbers support a throughput of one message per second, and if your requirements are much higher, a Toll-Free Number or Short Code might be more appropriate. It is also worth noting that while Genesys Cloud supports chatbots for SMS interactions, the complexity of B2B conversations may benefit from a thoughtful design that can hand off to a live agent when needed, and you should also consider that Genesys Cloud will help manage your daily sending limits through built-in rate-limiting controls. Given the strict nature of carrier regulations, I highly recommend thoroughly reviewing the detailed requirements for opt-in and message content with your legal team before submitting your registration form to ensure your program is set up for success.