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  • 1.  Single Customer View - SMS Enabled

    Posted 10-20-2022 09:29
    No replies, thread closed.
    Hi Community,

    When Genesys Cloud creates a new contact with the new single customer view feature, I noticed that it tries to categorize the phone into Mobile, Home, Work, and then tags on whether it's SMS enabled or not. How is Genesys making this decision?  Is there actually any data being looked at for the phone number? Or, is it an assumption based off of the phone type?

    Thanks,
    Peter
    #PlatformAdministration

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    Peter Stoltenberg
    Avtex Solutions, LLC
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  • 2.  RE: Single Customer View - SMS Enabled

    Posted 10-23-2022 23:30
    No replies, thread closed.
    It is purely off the phone type specified when creating a contact.  Now, if it was smart enough to know that an SMS was coming in from a phone number to classify that as a Mobile Number with SMS Enabled, that would be ideal.  I don't believe it does that at this time.   @Aoife Kelly, do you have an answer for this?  ​

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Single Customer View - SMS Enabled

    Posted 11-01-2022 06:01
    No replies, thread closed.
    Thanks Robert for your reply and Peter for your post. apologies both for the delay in replying. 

    Yes when it is associated with the phone type 'Mobile' and if there has being any SMS communication on that phone number it will classify it as a mobile number.

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    Aoife Kelly
    Genesys - Employees
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    Original Message


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