SMS Configuration
Overview
Section titled “Overview”This document outlines the end-to-end configuration, routing logic, and operational support model for SMS messaging within the contact centre environment. SMS is used for citizen notifications, appointment reminders, alerts, and two-way communication. The solution integrates with Genesys Cloud CX and leverages Telus and Twilio as SMS gateway providers.
Architecture & Flow
Section titled “Architecture & Flow”Outbound SMS Flow
Section titled “Outbound SMS Flow”- Trigger: Architect flows such as SBC_SMS_NOTIFICATION_FLOW, SBC_SMS_SURVEY_FLOW, and SBC_SMS_ALERT_FLOW.
- Routing: Messages are routed through Genesys Messaging > SMS > External Trunks.
- Gateway: SMS is delivered via Telus or Twilio shortcodes (e.g., 12345) or longcodes (e.g., +1-778-XXX-XXXX).
- Genesys provides the platform for SMS orchestration, routing, and reporting.
- Twilio (and Telus) provide the infrastructure for actual message delivery.
- Delivery Receipts: Status updates are returned to Genesys Cloud and logged in the interaction record.
Inbound SMS Flow (if enabled)
Section titled “Inbound SMS Flow (if enabled)”- Reply Handling: Replies are routed to SBC_SMS_INBOUND_ROUTER.
- Queue Assignment: Based on keywords or originating number, messages are routed to:
- SBC_HD_SMS_GENERAL
- SBC_HD_SMS_BCEID
- SBC_HD_SMS_ALERTS
- SBC_HD_SMS_SURVEY
Configuration Details
Section titled “Configuration Details”| Component | Configuration |
|---|---|
| SMS Trunk | Configured in Genesys Messaging > SMS > External Trunks |
| Shortcode | Provisioned via Telus (e.g., 12345) |
| Longcode | Assigned per program (e.g., +1-778-XXX-XXXX for ODB) |
| Sender ID | Configurable (e.g., “ServiceBC”) |
| Routing Table | Genesys Data Table: SBC_SMS_ROUTING_TABLE |
| Consent Table | Genesys Data Table: SBC_SMS_CONSENT_TABLE |
| Templates | Genesys Data Table: SBC_SMS_TEMPLATES |
| Keyword Parser | Architect flow: SBC_SMS_INBOUND_ROUTER |
Routing & Delivery
Section titled “Routing & Delivery”Outbound Routing
Section titled “Outbound Routing”- Architect flow SBC_SMS_NOTIFICATION_FLOW:
- Checks SBC_SMS_CONSENT_TABLE for opt-in status.
- Pulls message template from SBC_SMS_TEMPLATES.
- Routes via Telus/Twilio trunk.
- Logs delivery status in interaction record.
Inbound Routing
Section titled “Inbound Routing”- Architect flow SBC_SMS_INBOUND_ROUTER:
- Parses keywords (e.g., STOP, HELP, YES).
- Routes to queues based on keyword or originating number:
- SBC_HD_SMS_GENERAL → General inquiries
- SBC_HD_SMS_BCEID → BCeID support
- SBC_HD_SMS_ALERTS → Emergency response
- SBC_HD_SMS_SURVEY → Survey responses
Security & Compliance
Section titled “Security & Compliance”Consent Management:
Section titled “Consent Management:”- Opt-in required for all outbound SMS.
- Opt-out keywords (e.g., STOP) are processed automatically.
- Consent status stored in SBC_SMS_CONSENT_TABLE.
Data Retention:
Section titled “Data Retention:”- Message logs retained for 13 months in Genesys Cloud.
- PII redacted from message bodies where possible.
Encryption:
Section titled “Encryption:”- HTTPS used for all API calls.
- No SMS content stored outside Genesys unless explicitly required.
Audit Logging:
Section titled “Audit Logging:”- All message events logged in Genesys and available via audit API.
Operational Support Model
Section titled “Operational Support Model”| Tier | Responsibility |
|---|---|
| 0 | SBC Program Leads |
| 1 | Maximus Canada Service Desk |
| 2 | Maximus Canada Service Desk |
| 3 | Contact Centre as a Service (CCaaS) |
| 4 | Genesys Support (GCV and Cx), Telus, Twilio |
- Monitoring: Genesys dashboards for SMS delivery. Telus/Twilio delivery reports for reconciliation.
- Change Management: All changes tracked via RITM/CHG tickets (e.g., REQ0015336, CHG0030667).
- Stakeholders:
- Primary Owner: Erikk Isfeld
- Technical Support: Contact Centre as a Service (Genesys Admins)
- Telco Liaison: CCaaS
- Compliance: Privacy & Security Office
- Business Owners: SBC Program Leads
Known Issues & Mitigations
Section titled “Known Issues & Mitigations”| Issue | Mitigation |
|---|---|
| Carrier filtering of messages | Use pre-approved templates and avoid spammy keywords |
| Delivery failures | Retry logic in Architect; fallback to email |
| Consent mismatch | Sync SBC_SMS_CONSENT_TABLE with CRM weekly |
| Cost tracking gaps | Monthly reconciliation with Telus/Twilio billing reports |
SMS Campaign Workflows
Section titled “SMS Campaign Workflows”Use Cases:
Section titled “Use Cases:”- Appointment reminders
- Post-interaction surveys
- Emergency alerts
- 2FA and verification codes
Trigger Mechanism:
Section titled “Trigger Mechanism:”CRM or case system triggers Architect flow SBC_SMS_NOTIFICATION_FLOW.
Template Management:
Section titled “Template Management:”Templates stored in SBC_SMS_TEMPLATES. Version-controlled and reviewed quarterly.