Message routing overview

AI-generated summary

Genesys Cloud manages message routing through a dedicated administrative interface that handles SMS, Open Messaging, and third-party messaging channels by routing ACD messages from inbound numbers to associated message flows. The system maintains conversation continuity by tracking messages from the same customer over a default 72-hour threading timeline and routing them to the same agent, ensuring visibility of conversation history throughout interactions. Message routing is configured through the Admin > Routing > Message Routing interface, where administrators can map inbound flows to dialed addresses, filter by flow names and inbound numbers, and manage associations between inbound addresses and flows. The platform supports asynchronous communication patterns and includes agent wrap-up functionality for individual conversation segments. Configuration of message flows occurs within the Architect interface, providing administrators with tools to open flow configurations and clear associated inbound numbers or addresses as needed. Access to message routing functionality requires specific permissions: Architect Flow (Add, Edit, View), Routing Message Management, and Routing Queue (Add, Delete, Join, View). The Message Routing tab displays all active inbound message flows alongside their associated provisioned inbound numbers or addresses. When customers message specific inbound numbers, the system automatically routes the ACD message into the corresponding inbound message flow. Primary message routing tasks include adding new inbound message routes by creating and configuring routing entries with provisioned inbound numbers or addresses, and managing existing routes by modifying selected message flows and updating associated contact information. Web Messaging routing is handled separately through Messenger deployment and falls outside the scope of this message routing functionality. Additional documentation resources cover call routing, messaging capabilities, interaction routing (ACD), Architect permissions, advanced routing options, conditional group routing, and direct routing configurations. The platform includes a feedback mechanism allowing users to report documentation issues such as inaccurate information, outdated content, or clarity concerns.

PrerequisitesClick to expand

On the Message Routing tab, you can view a list of active inbound message flows and the provisioned inbound numbers or addresses tied to them. When a user messages a specific inbound number, Genesys Cloud routes the ACD message into the associated inbound message flow. To manage message routing for the organization, click Menu > Orchestration.Under Routing,click Message Routing.

This article covers message routing for SMS, Open Messaging, and third-party messaging channels, but does not apply to Web Messaging. Web Messaging routing is defined as part of Deploy Messenger.

Note: Messages are short and asynchronous. For example, a user sends two messages, receives a response from an agent, and then sends two more messages several hours later. How long Genesys Cloud treats multiple messages as part of the same conversation is determined by the . The default is 72 hours.

When Genesys Cloud groups messages as part of a conversation, it routes from the same customer to the same agent and displays conversation history to the agent. Agents complete wrap-up on each portion of the conversation that they handle, which can consist of multiple individual messages.

Name		Description
Add		Click to open the Message Routing page and map an inbound message flow to a dialed address.
Inbound Message Flows		The links in this column represent the inbound message flows associated with a particular inbound number or address. To open the entry and edit the inbound numbers associated with the flow, click the desired link.
Filter by flow name		Begin typing the first few letters of the inbound message flow you want to find. Genesys Cloud filters the list and narrows your selection.
Inbound Address		This column includes the provisioned inbound numbers or addresses used to enter the designated inbound message flow.
More		Begin typing a few digits of the inbound number you want to find. Genesys Cloud filters the list and narrows your selection. Click this button to: Open the inbound message flow in Architect Clear the inbound numbers or addresses associated with the inbound message flow

For more information about message routing, see the tasks outlined in the following articles.

Task	Description
Add an inbound message route	Create and configure an inbound message routing entry and associate provisioned inbound numbers or addresses with it.
Manage an inbound message route	Change an inbound message route’s selected message flow and add, update, or remove provisioned inbound numbers or addresses associated with it.

[NEXT] Was this article helpful?

Get user feedback about articles.