Media servers must be created for each media type supported by your contact center. Each media server is assigned a default Inbound workflow that you configure to route inbound interactions to designated endpoints.
To send and receive SMS interactions, SMS media servers require an SMS Gateway Provider. Multimedia Contact Center supports Twilio as an SMS Gateway Provider. You must have a Twilio account to add SMS handling capabilities to Multimedia Contact Center.
For more information on integrating with an SMS Gateway Provider, see "Integrating Multimedia Contact Center with an SMS Gateway Provider". For information on configuring an SMS media server, see "Adding SMS to Multimedia Contact Center".