Genesys Cloud - Main

Hi everyone,

We are exploring an opportunity to enable SMS notifications to our customers for Case Managers to communicate key information.

This would involve using 'free text' in SMS so that messages can be tailored with specific information and timeframes.

Does anyone have experience using SMS in this way?

Are there any common pitfalls or things to consider?

Also, is there a way to track what SMS's have been sent including the content of the SMS in the CRM?

Cheers

Hello Deepa, 

SMS is a good way to notify customers. You can implement free-text SMS for case management. These messages can be customized using dynamic content and templates, and integration is possible with CRM system for tracking and management. 

Here are some considerations and potential pitfalls:

1. Compliance and consent
   • Legal requirement to obtain and document explicit customer opt-ins for SMS communitcations
   • Need to maintain proof of opt-in (screenshot, CRM docs, or IVR workflow records)
   • Might need to talk with legal for specific opt-in verbiage requirements. 
2. Message Content
   • Best practice: Keep messages under 160 characters when including hyperlinks 
   • Messages over 160 characters may be split into multiple texts depending on the mobile provider
   • Message concatenation behavior varies by mobile provide
3. Technical implementation
   • Messages can be triggered through
     • Batch uploads (via CSV files)
     • API integrations
     • Campaign-based automation
   • Can use message templates with dynamic content from contact lists

Tracking and CRM integration can be done some things I have seen;

• Message delievery status can be recorded and reported
• Full message content can be stored
• Integration options include
  • Direct CRM integration
  • API-based tracking
  • Campaign management systems

Some benefits of SMS implementation include improved customer experience through proactive communication, reduced inbound call volume, better conversion rates through timely notifications, and improved agent efficiency through automated communications. 

Hope this helps!

Hi everyone,

We are exploring an opportunity to enable SMS notifications to our customers for Case Managers to communicate key information.

This would involve using 'free text' in SMS so that messages can be tailored with specific information and timeframes.

Does anyone have experience using SMS in this way?

Are there any common pitfalls or things to consider?

Also, is there a way to track what SMS's have been sent including the content of the SMS in the CRM?

Cheers