Genesys SMS

Tata Communication or Kaleyra Personnel will help setup you kaleyra account, refer to you representative to receive Support. For more information on creating an account on the Kaleyra platform, see Create a Kaleyra Platform Account.

In order to enable SMS services for your Genesys platform through the Kaleyra SMS Connector, you need you can search for a number for SMS with the preferred area, country or region, and number type. You can subscribe to a number from the pool of numbers listed. The subscribed number will be used to communicate with your customers and vice versa. For detailed information on how to navigate the Kaleyra interface and how to subscrib to a number, see Subscribe Number.

You can generate an API Key and retrieve the Secure Identifier (SID) on the Kaleyra platform. Both API Key and SID are required to integrate with Genesys. For more information on API Key and SID, see Generate an API Key.

The Receive Message feature allows you to receive and manage incoming SMS (MO SMS) on the kaleyra platfrom sent by your end-user and to route incoming SMS to Genesys Platform. For more information on configuring the receive message, see Configure Receive Message.

As part of the receive message configuration, you need to enable the Trigger URL option and configure it for the conversation. For more information on trigger URL, see Trigger URL. To get the details such as Trigger URL link, Request Body, and Request Type required to configure for trigger URL, contact the Support team. For sample Trigger URL data, see Sample Trigger URL Data for Genesys. You can add a Callback profile ID in Kaleyra to receive DLR for MT. For more information, see Add the Callback Profile ID to the Receive SMS Configuration for your Number.

You need to identify the correct Auth Server, API Server, and Apps URL based on your region from the Genesys Cloud Developers Center. For more information, see Genesys Cloud Developers Center.

You need to log in to the Genesys Apps based on your region from the list of app servers listed in Genesys Cloud Developers Center.

You must create an OAuth client in Genesys Cloud. After successfully creating the OAuth client, you will obtain Client ID and Client Secret. The Client ID and Client Secret are required for integrating with the Kaleyra connector while onboarding. For more information on creating an OAuth client, see Create an OAuth client.

You need to share the details you have configured in the Kaleyra platform and a few details from your Genesys Cloud platform. For more information on onboarding requirements, see Onboarding.

You can log in to the Genesys cloud platform and view the integration setup for messaging. For more details on viewing the integrated setup in the Genesys Cloud platform, see View Integrated Setup in Genesys Cloud.

After onboarding is completed, you must create and configure queues. A queue is a virtual waiting line where interactions (calls, chats, emails, or SMS messages) are placed until they are routed to an available agent or handled by automated systems like bots or IVRs. For more information on creating and configuring queues, see Create and configure queues.

Genesys Architect is a cloud-based flow and logic designer used in Genesys Cloud CX for managing voice, chat, and digital interactions. It allows you to build call flows, chatbots, and digital workflows using a visual editor with logic, data actions, prompts, and may more. For more information on architect flow, see Architect flows overview.

You have to add a message routing and then map the integration with the architect flow that you have created. Message routing integration refers to the setup that allows digital messages (from platforms like WhatsApp, SMS, Facebook Messenger, and many more) to enter Genesys Cloud, get processed, and routed to the right queue and agent. For more information on message routing, see Message routing overview.

In order to enable conversation over SMS channel between your Genesys ecosystem and you customers, you must launch a two-way conversation from the Genesys Cloud platform. For more information on launching two-way MO messaging, see Launch two-way MO messaging.

The Genesys Cloud Data Actions integration allows external systems to interact with Genesys Cloud by executing API calls in a non-conversational or one-way conversation. For more information on data actions integration, see Data Actions Integration.

A user with admin permission can view the conversation history from the Genesys Cloud platform For more information on viewing conversation history, see View Conversation History.

You can view the SMS Logs and request to download SMS Reports from your Kaleyra account. For more information on SMS logs, see SMS Logs. For more information on downloading SMS reports, see Request an SMS Report.