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Genesys Cloud - How to - Outbound - SMS Campaign

Create SMS Campaign (Genesys Cloud)

Summary

An SMS Campaign in Genesys Cloud allows organizations to send outbound text messages to customers using a contact list and messaging campaign configuration. SMS campaigns are commonly used for notifications, reminders, marketing outreach, and customer engagement.

The campaign uses contact lists, messaging templates, and campaign rules to send messages to targeted recipients. Responses from customers can be routed back to agents or queues, allowing organizations to maintain two-way messaging communication.

SMS campaigns help businesses deliver timely updates and proactive communication through a widely used mobile channel.

Utilization

Use Case Description
Appointment reminders Send automated reminders to customers
Customer notifications Inform customers about service updates or changes
Marketing promotions Send promotional offers or announcements
Service alerts Notify customers about outages or maintenance
Customer engagement Enable two-way messaging with support teams

SMS campaigns enable organizations to reach customers quickly and efficiently through mobile messaging.

Best Practices

Practice Reason
Ensure customer consent before sending SMS Maintains regulatory compliance
Keep messages short and clear Improves readability and response rates
Use approved messaging templates Ensures consistent communication
Schedule campaigns at appropriate times Avoids contacting customers outside acceptable hours
Segment contact lists carefully Ensures messages are sent to relevant recipients
Monitor campaign performance Helps improve future messaging campaigns

Example Scenarios

Scenario 1 – Appointment Reminder Campaign

Organization prepares contact list
        ↓
SMS campaign created
        ↓
Reminder message template selected
        ↓
Campaign sends reminders to customers
        ↓
Customers receive notification on mobile devices

Scenario 2 – Promotional Outreach

Marketing team launches promotional campaign
        ↓
Contact list filtered for target audience
        ↓
SMS messages sent with promotion details
        ↓
Customers receive offer information

Scenario 3 – Two-Way Customer Engagement

Customer receives SMS notification
        ↓
Customer replies with question
        ↓
Interaction routed to messaging queue
        ↓
Agent responds to customer message

Key Benefits

Benefit Explanation
Rapid customer communication Messages delivered instantly to mobile devices
High engagement rates SMS typically has higher open rates than email
Two-way interaction capability Customers can respond directly to messages
Scalable communication Large groups of customers can be reached simultaneously
Integrated routing Responses can be handled through Genesys Cloud queues
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