Genesys Cloud - Main

Hello,

Are there any plans to implement in GCloud functionality that supports both SMS and voice channels on the same mobile number?
An incoming SMS would trigger an inbound message flow, while an incoming call would trigger an inbound call flow.

Regards,

Hi Krzysztof,

Hi,

You may find this Idea relevant:

SMS - Voice & SMS on the same number
https://genesyscloud.ideas.aha.io/ideas/DIG-I-528

The latest admin update explains that Voice and SMS on the same number is already supported for U.S. and Canada (for both Genesys Cloud Voice and BYOC numbers) through the Genesys Cloud SMS onboarding team. For other countries, it may also be possible using BYO SMS, depending on the carrier and deployment. The enhancement request is to automate the provisioning process, rather than add the capability itself. 

Thanks for the info.

I didn't mention that I was referring to the functionality available directly in GCloud for the EMEA region.

Hi Krzysztof Krupa,

As per search please review - using the same mobile number for both SMS and voice calls is a standard feature included with traditional mobile carrier plans. However, if you are setting up a business or virtual number, you must use a VoIP service that explicitly provisions both inbound/outbound voice and SMS on the same line. 

Depending on your exact goals, setting up a dual-purpose number involves different platforms:

1. Traditional Mobile (SIM or eSIM)

Every standard mobile phone plan (e.g., Verizon, AT&T, T-Mobile) naturally supports both SMS and voice calls on a single number. If you are looking to have two separate numbers on a single device (e.g., for personal and business use), you can utilize Dual SIM on a compatible device.

2. Virtual Numbers & VoIP Services

If you need a unified communication number for business or online use, you must ensure your provider supports both protocols. Some virtual numbers only support calling. Recommended solutions for Voice and SMS on the same virtual number include: [1]

• Google Voice: A popular option for individuals and solopreneurs to route both texts and calls through an app without changing their primary SIM.
• Ultatel: Offers unified business communications, combining voice, SMS, and fax on a single platform.
• Dialbird: A cloud-based app providing calling, SMS/RCS, and auto-reply features.

If you want to tailor this to your needs:

• Are you looking for a standard mobile plan or a virtual/business number?
• Are you based in the US?
• Is this for personal use or a business/team?

That helps to select the exact service that fits your situation.