Genesys Cloud – SMS support in the Associate mobile app

In a future release, Genesys Cloud will add support for SMS ACD interactions in the Associate mobile app. Associate users will be able to receive, manage, and respond to SMS conversations from their mobile devices while continuing to use Genesys Cloud capabilities such as recording, transcription, and analytics. This enhancement helps organizations support customers across more communication channels without requiring associates to switch to another application.

What’s changing

Associate users will be be able to handle SMS ACD interactions directly in the Associate Mobile app, including the ability to:

• Receive notifications for inbound SMS ACD interactions.
• View customer information, the associated queue, and the conversation history.
• Send and receive SMS messages through a mobile messaging interface designed for ongoing customer conversations.
• View and send images as part of SMS conversations when supported media types are used.
• Access historical SMS conversations and continue existing message threads.
• Start outbound SMS conversations.
• Complete wrap-up activities when wrap-up codes are configured.

Why this matters

Many associates need to communicate with customers while away from a desktop computer. Adding SMS support to the Associate mobile app enables them to continue customer conversations from a mobile device while using the same routing, recording, transcription, and analytics capabilities available in Genesys Cloud. This provides a consistent experience across channels and helps associates respond to customers wherever they are working.