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  • 1.  Clarification on CX1 Licensing for Outbound Email & SMS

    Posted 02-12-2026 04:43

    Hi everyone,

    I have a customer using CX1 licenses and they want their agents to send outbound email and outbound SMS.

    • Are outbound email and SMS included in the CX1 license?
    • If not, what add-ons or license upgrades are required?
    • For SMS, do we need to purchase an SMS number and is anything else needed (like an external SMS gateway), or does Genesys handle this natively?

    Thanks for your help!


    #ArchitectandDesign
    #DigitalChannels
    #System/PlatformAdministration

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  • 2.  RE: Clarification on CX1 Licensing for Outbound Email & SMS

    Posted 02-12-2026 05:28

    Hi Mostafa

    CX1 licenses do not include outbound email or outbound SMS by default.

    Both email and SMS are considered digital channels, so you will need to add a Digital add-on (e.g., CX1 Digital Add-On) or upgrade to a higher license tier (such as CX2 or CX3 Digital) to enable agents to handle and send email and SMS interactions.

    For SMS specifically:

    • You must provision an SMS-enabled number (long code, short code, or toll-free number).

    • The number is purchased/provisioned separately and associated with a queue.

    • Genesys Cloud can handle SMS natively once configured - an external SMS gateway is not required unless you choose a BYO SMS (SMPP) integration.



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    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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  • 3.  RE: Clarification on CX1 Licensing for Outbound Email & SMS
    Best Answer

    Posted 02-13-2026 01:45

    Hi Mostafa,

    • CX1 is voice‑only; it does not include digital channels like Email or SMS. You'll need either the Digital add‑on for CX1 or move to CX2/CX3 Digital (or CX2/CX3 which include digital + voice) to enable agent‑handled email/SMS in Genesys Cloud.
      Genesys Licensing
    • To answer your 3rd question - Yes, you'll need an SMS number. Availability and capabilities vary by country/region (long code vs. toll‑free vs. short code). In the US, plan for 10DLC registration (brand/campaign) with throughput and content rules managed by carriers; Genesys covers the platform side but local regulations still apply.


    Hope this helps.
    Thanks


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    Ashiesh Sharma
    GCX- GCP, ARC, SCR, QM
    BT plc
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