# Genesys Cloud - How to - Outbound - SMS Campaign [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/tSHv4ZCh99UhLGLg-image-1773269272845.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/tSHv4ZCh99UhLGLg-image-1773269272845.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/QEDtHxcZNaf0atKX-image-1773269284728.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/QEDtHxcZNaf0atKX-image-1773269284728.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/n3uUzlBimos6hwV2-image-1773269297049.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/n3uUzlBimos6hwV2-image-1773269297049.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/jWnU31PXVDJvmohl-image-1773269310123.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/jWnU31PXVDJvmohl-image-1773269310123.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/fLykdMmtKdAj33pC-image-1773269323146.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/fLykdMmtKdAj33pC-image-1773269323146.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/FvrtttGI7JFrXSql-image-1773269337995.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/FvrtttGI7JFrXSql-image-1773269337995.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/zqZe774tiVAddiGk-image-1773269350523.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/zqZe774tiVAddiGk-image-1773269350523.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/vQEm8E5Wlqtk2uCg-image-1773269368698.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/vQEm8E5Wlqtk2uCg-image-1773269368698.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/zF7PDwPfjlCCCV6t-image-1773269382411.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/zF7PDwPfjlCCCV6t-image-1773269382411.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Ujsvcw4r3CDjFlaC-image-1773269394197.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Ujsvcw4r3CDjFlaC-image-1773269394197.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/MtF85CF7YTw336Nu-image-1773269405538.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/MtF85CF7YTw336Nu-image-1773269405538.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/p3eZLwxbYlwJCwBb-image-1773269418118.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/p3eZLwxbYlwJCwBb-image-1773269418118.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Zr1FUWfD0jVY41Kl-image-1773269432234.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Zr1FUWfD0jVY41Kl-image-1773269432234.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/DznV1vOBZrURadhJ-image-1773269446276.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/DznV1vOBZrURadhJ-image-1773269446276.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/C7kJIl3pn9URUQKj-image-1773269460507.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/C7kJIl3pn9URUQKj-image-1773269460507.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/JPp5viVfdJKeXuYs-image-1773269478794.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/JPp5viVfdJKeXuYs-image-1773269478794.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/heiPSQjvwCGpjArr-image-1773269491025.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/heiPSQjvwCGpjArr-image-1773269491025.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/P21U1ansWNokzl5r-image-1773269502163.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/P21U1ansWNokzl5r-image-1773269502163.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/qNYpgCjfZovSGIyp-image-1773269513005.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/qNYpgCjfZovSGIyp-image-1773269513005.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/h4cIIbqucn94U8Q2-image-1773269524988.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/h4cIIbqucn94U8Q2-image-1773269524988.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/3d0QSLlpougtFFMN-image-1773269536282.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/3d0QSLlpougtFFMN-image-1773269536282.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/mwQvYeKMPstqyE6e-image-1773269551435.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/mwQvYeKMPstqyE6e-image-1773269551435.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/UAhFRg9OuMQoxPVT-image-1773269562548.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/UAhFRg9OuMQoxPVT-image-1773269562548.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/1b24EQrlRH4GmnWZ-image-1773269576001.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/1b24EQrlRH4GmnWZ-image-1773269576001.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/3etJRhLWpMwayNyg-image-1773269588590.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/3etJRhLWpMwayNyg-image-1773269588590.png) ## 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 ```text 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 ```text id="mq92sp" 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 ```text id="c4s2nk" 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 | ``` ```