Genesys Cloud - Main

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

If you don't have that number associated with a user, queue, or flow, they can text to it, but it will not be processes.  You can always send it to a flow that Says "this number is not monitored" and then give the obligatory Opt-out instructions.  

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

Hi Alexandra,

As mentioned here, there's no way to directly prevent the SMS recipient from replying to the message. However, it is possible within Genesys Cloud to not process or queue the incoming reply.

If you are using a third-party SMS provider like Twilio, inbound SMS messages are typically forwarded to Genesys Cloud via a webhook. If you leave the inbound webhook configuration undefined on the Twilio side, the inbound message will reach Twilio but won't be sent to Genesys Cloud via the webhook. You could potentially use this method.

Alternatively, you could place a Proxy (SMS Gateway) using Open Messaging between Genesys Cloud and your SMS Provider. This proxy could then be configured to ignore incoming messages, preventing them from being processed further in GC.

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

Thanks Orhun. at this stage, we are still evaluating the several options we have before taking a decision on the target solution.

Hi Alexandra,

As mentioned here, there's no way to directly prevent the SMS recipient from replying to the message. However, it is possible within Genesys Cloud to not process or queue the incoming reply.

If you are using a third-party SMS provider like Twilio, inbound SMS messages are typically forwarded to Genesys Cloud via a webhook. If you leave the inbound webhook configuration undefined on the Twilio side, the inbound message will reach Twilio but won't be sent to Genesys Cloud via the webhook. You could potentially use this method.

Alternatively, you could place a Proxy (SMS Gateway) using Open Messaging between Genesys Cloud and your SMS Provider. This proxy could then be configured to ignore incoming messages, preventing them from being processed further in GC.

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

Hello,

Depends which country you're sending from, many countries (including Italy) allow you to use Alphanumeric Sender ID sending Company name instead of phone number as sender.

The customer can't reply to those text messages.

Thanks Orhun. at this stage, we are still evaluating the several options we have before taking a decision on the target solution.

Hi Alexandra,

As mentioned here, there's no way to directly prevent the SMS recipient from replying to the message. However, it is possible within Genesys Cloud to not process or queue the incoming reply.

If you are using a third-party SMS provider like Twilio, inbound SMS messages are typically forwarded to Genesys Cloud via a webhook. If you leave the inbound webhook configuration undefined on the Twilio side, the inbound message will reach Twilio but won't be sent to Genesys Cloud via the webhook. You could potentially use this method.

Alternatively, you could place a Proxy (SMS Gateway) using Open Messaging between Genesys Cloud and your SMS Provider. This proxy could then be configured to ignore incoming messages, preventing them from being processed further in GC.

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

oh, good to know! Is there a list of those countries or any documentation on that?

Hello,

Depends which country you're sending from, many countries (including Italy) allow you to use Alphanumeric Sender ID sending Company name instead of phone number as sender.

The customer can't reply to those text messages.

Thanks Orhun. at this stage, we are still evaluating the several options we have before taking a decision on the target solution.

Hi Alexandra,

As mentioned here, there's no way to directly prevent the SMS recipient from replying to the message. However, it is possible within Genesys Cloud to not process or queue the incoming reply.

If you are using a third-party SMS provider like Twilio, inbound SMS messages are typically forwarded to Genesys Cloud via a webhook. If you leave the inbound webhook configuration undefined on the Twilio side, the inbound message will reach Twilio but won't be sent to Genesys Cloud via the webhook. You could potentially use this method.

Alternatively, you could place a Proxy (SMS Gateway) using Open Messaging between Genesys Cloud and your SMS Provider. This proxy could then be configured to ignore incoming messages, preventing them from being processed further in GC.

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

If you're using Twilio you can see in their price list which countries support this.

If you have local providers in each country they should support this if Twilio has it in that country.

oh, good to know! Is there a list of those countries or any documentation on that?

Hello,

Depends which country you're sending from, many countries (including Italy) allow you to use Alphanumeric Sender ID sending Company name instead of phone number as sender.

The customer can't reply to those text messages.

Thanks Orhun. at this stage, we are still evaluating the several options we have before taking a decision on the target solution.

Hi Alexandra,

As mentioned here, there's no way to directly prevent the SMS recipient from replying to the message. However, it is possible within Genesys Cloud to not process or queue the incoming reply.

If you are using a third-party SMS provider like Twilio, inbound SMS messages are typically forwarded to Genesys Cloud via a webhook. If you leave the inbound webhook configuration undefined on the Twilio side, the inbound message will reach Twilio but won't be sent to Genesys Cloud via the webhook. You could potentially use this method.

Alternatively, you could place a Proxy (SMS Gateway) using Open Messaging between Genesys Cloud and your SMS Provider. This proxy could then be configured to ignore incoming messages, preventing them from being processed further in GC.

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!

Hi Jan, so you're talking about using a third party sms gateway. I know that is possible.

my question was related to the sms purchased directly from Genesys Cloud. In this case, we don't have this option.

If you're using Twilio you can see in their price list which countries support this.

If you have local providers in each country they should support this if Twilio has it in that country.

oh, good to know! Is there a list of those countries or any documentation on that?

Hello,

Depends which country you're sending from, many countries (including Italy) allow you to use Alphanumeric Sender ID sending Company name instead of phone number as sender.

The customer can't reply to those text messages.

Thanks Orhun. at this stage, we are still evaluating the several options we have before taking a decision on the target solution.

Hi Alexandra,

As mentioned here, there's no way to directly prevent the SMS recipient from replying to the message. However, it is possible within Genesys Cloud to not process or queue the incoming reply.

If you are using a third-party SMS provider like Twilio, inbound SMS messages are typically forwarded to Genesys Cloud via a webhook. If you leave the inbound webhook configuration undefined on the Twilio side, the inbound message will reach Twilio but won't be sent to Genesys Cloud via the webhook. You could potentially use this method.

Alternatively, you could place a Proxy (SMS Gateway) using Open Messaging between Genesys Cloud and your SMS Provider. This proxy could then be configured to ignore incoming messages, preventing them from being processed further in GC.

Hello, I need your help with the SMS setup. 

Our customer is asking to start sending SMS notification from the IVR for some services. We need to figure out if the end user, once receive the notification SMS, can reply back or, better, if there's a setting to prevent the reply from the Customer. We don't want to add a new message channel at this stage.

Thanks a lot for your feedbacks!