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
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SMS campaign created
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Reminder message template selected
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Campaign sends reminders to customers
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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
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Customer replies with question
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Interaction routed to messaging queue
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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 |