Launch Two-way MO Messaging

After the successful integration, you can launch a two-way MO messaging service for your end-users. When your end-users send the message on the configured sender ID the conversation starts.

To launch a two-way MO messaging, perform the following steps:

1. Follow step 1 to step 4 of the View Integrated Setup in Genesys Cloud topic. The Messaging Platforms page appears.

2. On the top-right of the page, toggle Off Queue. The chat window appears, and it will wait for a message to be triggered by your end-users on a specific sender ID.

After your end-users send an SMS to configured sender ID, a pop-up to Accept or Decline the call appears to the contact center agent.

3. Click Answer to start the conversation within the configured waiting time frame. The conversation gets started.

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Note:

After the contact center agent accepts the call, a notification will be sent to the end-user from Genesys.

4. Type the message you want to send to your customer.

5. Click the End Message to end the conversation. The conversation ends.

6. To be available for the next conversation in the queue, on the bottom-right of the page, click Done.