How to manage incoming SMS according to rules (SMS Rules Engine)
Required permission:
Required permission: Permission Group > Account > Can Setup Rules Engines
Result: The SMS Rules Engine window is displayed.
Result: The New SMS Rule window is displayed.
Rules are displayed in the rules list by Rule Name. Each rule should have a unique name for easy identification.
The rules engine compares the properties of incoming SMS against the criteria and performs the rule's action when there is a match.
Can you select multiple criteria? Yes. Multiple selected criteria within a group are evaluated according to OR condition logic, while selected criteria across groups are evaluated according to AND condition logic.
Result: These attributes are shown to operators as values in columns on the SMS panel. Operators can use the information to make decisions about how to handle or organize SMSs.
The Genesys DX (Bold360) platform will end of life on January 31st, 2024. This difficult decision was announced in March, 2023.
Genesys continues to make a strong commitment to Genesys Cloud, while tightening the portfolio to further accelerate feature growth on the platform. Part of that included bringing over key Genesys DX features to Genesys Cloud CX, such as Knowledge Optimizer that focuses on ease-of-use knowledge management. Digital only licenses for Genesys Cloud were also introduced late last year, which are suitable to those who are not looking for voice capabilities or who need agent seats that only feature support for digital channels.
As of January 31st, 2024, access to Genesys DX product interfaces and customer-deployed components stop to function. Users will no longer be able to log into product interfaces, and all of the boldchat/bold360/nanorep domains will become unavailable for use. If you are curious on what the code on your website related to this might look like and how to remove it, we encourage referencing this post on the DX community.
After January 31st, 2024, admins will still be able to get access for an additional 30 days. This period is meant to allow for extracting the necessary data from the platform. Historical data extraction from your account will be available to retrieve by data extraction APIs (Bold360 APIs and Nanorep APIs).
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