Hi Lawrence,
We don't have agent direct queues set up yet. We hope to have the new direct routing feature set up soon. So there's no ACD or queue to transfer to just hoping to get this enabled for sales agents to send SMS directly, replacing their company-issued cell phones. All of our numbers are direct lines ported to Genesys Cloud Voice, then with SMS added by Genesys SMS. So the numbers are blended. I've tried this with just a plain SMS number purchased from Genesys without the voice capability but with no luck.
When we first migrated to Genesys I thought I tested direct to agent SMS, but just now can't seem to find documentation that it's supported without ACD.
Thanks again for any insight you might have!
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Naila Mendenhall
AAA Washington
Program Manager- Genesys Cloud
nailamendenhall@aaawa.com------------------------------
Original Message:
Sent: 03-14-2025 18:48
From: Lawrence Drayton
Subject: Direct Agent SMS
Hey @Naila Mendenhall,
Keen to help here! Just want to ask a few questions to understand your workflow.
- The SMS numbers, are these purchased through the Genesys platform or are they their personal numbers?
- In the queue the SMS number is connected to, have you set up preferred routing/direct routing - When you do a transfer to ACD there is a direct agent option. You would likely need to do a lookup at the number that sent the SMS and then map that to the appropriate Genesys user ID to enter it
Likely we can get this up and running without much issue :) I would be happy to jump on a call and work through it with you.
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Lawrence Drayton
Original Message:
Sent: 03-14-2025 17:03
From: Naila Mendenhall
Subject: Direct Agent SMS
Hi Jason-
I looked at all the articles, but they seem to be specific to ACD messaging- using Architect for routing, queue setting, etc.
https://help.mypurecloud.com/articles/acd-messages-overview/ Is there anything for getting an SMS direct to an agent just like calling a direct line? I added the SMS number to my profile and marked it for SMS, ensured utilization was set to accept.
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Original Message:
Sent: 3/14/2025 3:32:00 PM
From: Jason Kleitz
Subject: RE: Direct Agent SMS
Hello Naila,
What has happened when you have tried to send an SMS directly to the agent? According to our Resource Center article, there should be no issues messaging via SMS.
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 03-13-2025 21:41
From: Naila Mendenhall
Subject: Direct Agent SMS
Hi All!
Hoping you can help because I'm stumped. We want commissioned insurance agents to be able to send and receive SMS from their clients. I've worked with Genesys Cloud Voice and SMS and had our DID's blended for voice and SMS. I've marked the radio button "primary SMS" on the user profile, and added the SMS role and all permissions.
But I can't figure out how to send or receive direct SMS. This has to be possible, right? Or is only ACD voicemail available, and to accomplish this I'd need to set up direct routing with those "Personal Queues"?
Thanks in advance!
Naila
#Unsure/Other
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Naila Mendenhall
AAA Washington
Program Manager- Genesys Cloud
nailamendenhall@aaawa.com
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