Genesys Cloud

Overview

Genesys Cloud’s BYO SMS allows customers to connect their own SMS provider to Genesys using SMPP. When configured with Modica, Genesys acts as the SMPP client and submits outbound SMS traffic directly into the Modica SMPP gateway.

This integration is typically used for:

  • Contact centre notifications
  • Customer service messaging
  • Transactional alerts sent from Genesys workflows

While the underlying transport is SMPP, Genesys Cloud applies additional validation and constraints that differ from standard SMPP behaviour. These differences are important to understand during setup and troubleshooting.

For Genesys’ official configuration guidance, see: Genesys Cloud - Configure BYO SMS for SMPP.

How the Integration Works

  1. Genesys Cloud submits outbound SMS via SMPP
  2. Modica receives the traffic on the configured SMPP gateway
  3. Messages are routed to mobile networks as normal
  4. Delivery receipts are returned to Genesys via SMPP

Inbound (MO) handling, opt-outs, and keyword logic are managed by Genesys Cloud.


FAQ – Common Issues & Limitations

Sender ID & From Address

Does Genesys Cloud support alphanumeric Sender IDs?

No. Genesys Cloud BYO SMS does not support alphanumeric sender IDs (masks).

Genesys requires the sender (fromAddress) to be numeric. Only MSISDNs or short codes are permitted. If an alphanumeric sender is configured, it is rejected before any SMPP traffic is sent to Modica.

This behaviour aligns with Genesys’ documented BYO SMS requirements.

Why am I seeing a 400 Bad Request error when sending?

Genesys requires a numeric fromAddress value.

If the fromAddress field is missing or contains a non-numeric value, Genesys will return a 400 Bad Request error and the message will not be submitted over SMPP.

No traffic will be visible on the Modica side in this scenario.

Can I still use an alphanumeric sender with Genesys?

Yes, but only via sender enforcement on the Modica side. This allows the delivered message to display the approved mask, while remaining compatible with Genesys’ numeric-only requirements.

Please contact your Service Delivery Manager to organise this.

IP Address & Connectivity

Why do messages appear to send in Genesys but don't reach Modica?

This is commonly caused by IP allow-listing.

Genesys Cloud may send SMPP traffic from multiple IP addresses, which can change over time. If IP whitelisting is enabled and a required IP is not allow-listed, traffic may fail silently.

In this scenario:

  • No SMPP binds are visible
  • No traffic appears in Modica logs
  • No explicit error is shown in the Genesys UI
What is the recommended approach for IP whitelisting?

When setting up a new Genesys BYO SMPP integration:

  1. Validate connectivity without IP restrictions
  2. Confirm SMPP binds and traffic are visible
  3. Apply IP allow-listing only after traffic is confirmed

If traffic unexpectedly stops, temporarily removing IP restrictions and restarting the Genesys integration can help isolate the issue.

Short Codes & Routing

Are there restrictions on short code length?

Yes. Short code validation is enforced by Genesys Cloud and may vary by region and carrier.

Genesys’ documentation specifies supported short code formats and length requirements. Always confirm:

  • The supported short code length in Genesys
  • That the short code is provisioned and registered with carriers
  • Behaviour across multiple carriers during testing

Opt-Outs & Keywords

How are STOP / START keywords handled?

STOP, START, and opt-in / opt-out keyword handling is managed entirely by Genesys Cloud.

Modica does not control or reset opt-out state for Genesys-originated traffic.
If a message is blocked due to an opt-out, it is blocked within Genesys before being sent over SMPP.

For supported keywords and behaviour, refer to Genesys documentation: Genesys Cloud - SMS opt-in or opt-out keywords.

Support & Troubleshooting

If you encounter issues with a Genesys Cloud BYO SMPP integration, please provide:

  • Sample destination numbers
  • Timestamps of failed tests
  • Confirmation of sender type and IP allow-listing status

For further assistance, contact support@modicagroup.com