SMS CSF Genesys Cloud Production: Introduction to UI Updates

Genesys Cloud Production: SMS

SF Learning Team - October 2025

Apps (SMS)

Upon logging into Genesys Cloud, users’ status will automatically go into “Available”, but this does NOT mean users will automatically start receiving SMS. To receive inbound SMS, users must toggle “On Queue” from the switch in the top right corner of the screen which will default to “Off Queue”. This will put them in the queue to receive calls and SMS.

Apps (SMS)

Click-to-SMS from SF iDash

1. In SF iDash, there is an SMS icon located by the click-to-dial phone icon under Contact Info.
2. When this is clicked, a message will pop up asking the user to open Genesys to finish sending SMS to the select student. Click OK to dismiss the message.

Apps (SMS)

Click-to-SMS from SF iDash

3. Next, navigate to the menu dropdown, click on the Apps tab, then select SMS.4. The student from SF iDash should already be populated, ready to send an SMS.

Apps (SMS)

Directly from Genesys

1. Navigate to the menu dropdown.
2. Select the Apps icon.
3. Select SMS from the dropdown.
4. If not using click-to-SMS from SF iDash, click the magnifying glass.
5. Search by SYID or phone number.

Apps (SMS)

Directly from Genesys

6. Once search results are populated, preferred results are highlighted in blue, DNC highlighted in red and school status permission-related issues highlighted in orange.7. After selecting the desired phone number, box will automatically open the SMS thread. 8. Type custom or canned SMS.9. When message is ready, select Send.

Apps (SMS)

Present Messages

Genesys has a list of predefined messages to choose from if wanted to use those instead of typing a custom message to your student.

• Select the Quote icon in the SMS App tool.
• Click on the Student Finance department to view available canned SMS messages.
• Click on the canned message names to expand/view the entire message.
• Click on message to select and send by clicking the blue arrow.
• Select <Back to canned responses to view other options.

Apps (SMS)

As a reminder, you must be "On Queue" to receive SMS!

• If the intended user is not available on-queue, the SMS will wait until the configured rollover time at which point, the SMS will be assigned to a wider group.
• If the user goes on-queue before the rollover time, the rep will be assigned to the SMS directly.
• When an SMS comes through, it will pop up as an incoming alert with an envelope icon and the user must hit Answer to view it!

Thanks!