Configure ACD for Apple integrations

Próximamente: Apple Pay y selector de listas
Prerrequisitos
  • Licencia Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 4, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital o Genesys Cloud CX 1 Digital Add-on II
  • Los siguientes permisos:
    • Messaging > appleIntegration > Add and Edit
    • Messaging > Integration > View and Delete

As an administrator, you can use Genesys Cloud ACD messaging to enable your customers to use Apple Messages for Business (AMB) to send direct message. You can configure Apple Messages by performing the following steps.

For more information about setup from Apple, see Onboarding with Apple Messages for Business.

Note: If you already have an Apple account for your organization, proceed to step 2.
To create a personal Apple account for your organization with your official email address, perform the following steps:

  1. Navigate to the Create Your Apple Account page.
  2. Enter the required details for your account. For more information about creating the account, see Apple support.

Note: If an error occurs while creating your Apple account, contact your IT team and request an Apple account using your official email address. Many organizations manage access to Apple accounts for corporate email addresses. For more information, see Managed Apple accounts.

Before you configure ACD messaging for AMB, you must have an Apple account for your business.

Notas:
  • You can only have one commercial AMB account for your business. Start with a test account when building your experience on Genesys Cloud. When you are ready to go live with AMB on Genesys Cloud, create a new Commercial Messages for Business account to use for production.
  • If you are moving your AMB account from another provider, then at go live, a time is scheduled with Apple to move your production account to Genesys Cloud.
  • If you already have an Apple business account, proceed to step 3.

To set up your test Apple account, perform the following steps: 

  1. Navigate to the Apple Business Register page. Click the image to enlarge. Displays the Apple Business Register Sign In page
  2. Click Sign In. Use the Apple account credentials that you created during Step 1. If you do not have an Apple account already created, go to Step 1 and complete the steps listed. Once done, return here to continue.
  3. Agree to the terms and conditions listed.
  4. Fill in the required information in the fields available. 
  5. Hacer clic Enviar.

Next, register your test Apple business account to connect to Genesys Cloud as your Messaging Service Provider (MSP).

Note: Before you proceed, ensure that you know the details of the Genesys Cloud region that your organization uses. For more information about Genesys Cloud regions and to determine the region your organization uses, see AWS regions for Genesys Cloud.

To register for an AMB account, perform the following steps:

  1. Navigate to the Apple Messages for Business Registration page and sign in with your Apple business account. The Messages for Business Accounts page opens.
  2. Click Add New.
  3. In the Messages for Business Accounts page, click Get Started. The New Messages for Business Account page appears.
    Click the image to enlarge.
    Messages for business accounts page with the Get Started button
  4. Follow the steps and provide the information until you reach the Messages for Business Account Type section.
  5. In the Messages for Business Account Type section, click Advanced and select your internal test account. 
  6. Haga clic en Siguiente.
    Note: You will move to a commercial account after you test the account and after Apple approves your channel design to be made public.
  7. Follow the steps until you reach the Messaging Platform section. To link your account to Genesys as the MSP, perform the following steps:
    1. Hacer clic Avanzado.
    2. In the Advanced section, select URL Provided by Messaging Platform option.
    3. Enter the required URL from the options listed in the following table that corresponds to your Genesys Cloud organization region. 
      Genesys Cloud Region AWS Region Name MSP URL
      Asia Pacific – Mumbai ap-south-1 (APS1) https://apple-messages.aps1.pure.cloud/api/v2/apple
      Asia Pacific – Osaka ap-northeast-3 (APNE3) https://apple-messages.apne3.pure.cloud/api/v2/apple
      Asia Pacific – Seoul ap-northeast -2 (APNE2) https://apple-messages.apne2.pure.cloud/api/v2/apple
      Asia Pacific – Sydney ap-southeast-2 (APSE2) https://apple-messages.mypurecloud.com.au/api/v2/apple
      Asia Pacific – Tokyo ap-northeast-1 (APNE1) https://apple-messages.mypurecloud.jp/api/v2/apple
      Canadá ca-central-1 (CAC1) https://apple-messages.cac1.pure.cloud/api/v2/apple
      Europe – Frankfurt eu-central-1 (EUC1) https://apple-messages.mypurecloud.de/api/v2/apple
      Europe – Ireland eu-west-1 (EUW1) https://apple-messages.mypurecloud.ie/api/v2/apple
      Europe – London eu-west-2 (EUW2) https://apple-messages.euw2.pure.cloud/api/v2/apple
      Europe – Zurich eu-central-2 (EUC2 ) https://apple-messages.euc2.pure.cloud/api/v2/apple
      Middle East – UAE me-central-1 (MEC1) https://apple-messages.mec1.pure.cloud/api/v2/apple
      South America – São Paulo sa-east-1 (SAE1) https://apple-messages.sae1.pure.cloud/api/v2/apple
      US East – N. Virginia us-east-1 (USE1) https://apple-messages.mypurecloud.com/api/v2/apple
      US West – Oregon us-west-2 (USW2) https://apple-messages.usw2.pure.cloud/api/v2/apple
    4. Haga clic en Siguiente.
      Note: If you do not see the Next button in active status contact the Apple support team for further assistance. Perform the following steps:
      1. Temporarily select a different Apple authorized commercial messaging platform and send an email to Apple support with Custom MSP Endpoint Setup in the subject line.
      2. In the email body, include the following information: When attempting to set up Apple Messages for Business with my Messaging Service Provider and selecting the custom URL option for my MSP, I am unable to select the Next button to continue after entering the URL. Can you please associate the following custom URL with my account. 
      3. Include the name of the internal test account that you are attempting to register. For example, Company ABC Test.
      4. Include the custom URL from the preceding table. For more information, see Get started with Apple Messages for Business. 
      5. Once Apple updates the custom MSP endpoint, navigate back to the Apple Messages for Business registration page.
      6. Click the business account and select the option and complete the required fields and continue with the steps after that follow. Click the image to enlarge. Displays an error message prompting to complete the required fields.
  1.  In the Tester Apple Accounts section, add the Apple accounts for users in your organization. These users can test your AMB setup.
  2. Click Add Apple Accounts. 
  3. The Tester Apple IDs section displays. Click Add Apple Accounts.
    1. The Add tester Apple accounts dialog box opens. Enter the tester Apple account IDs (include either email addresses or phone numbers).
    2. Click Add. Proceed further to complete creating your AMB account. For more information about adding test users, see Add test users to your Apple account.

After you complete all steps, the status of the profile is under review. When Apple completes the review, the status of the profile changes to Active. Click the image to enlarge. Apple tester account review page

Note: For AMB, typing indicators are required and must be configured in the Apple Integration using the Platform Configuration options.

  1. Before you complete the next step, log in to the Genesys Cloud organization (Dev, UAT, or production) where you want to link the AMB channel.
  2. From the main page of your Business Account, navigate to the Messaging Service Provider section and perform the following steps: 
    1. In the Messaging Service Provider Configuration field, click the Test your Messaging Service Provider connection link.
      Note: Make note of the Messages for Business Account ID that displays on this page. This ID is linked in the Genesys Cloud Platform configuration automatically.
    2. The Messaging Service Provider Configuration screen appears. Click Connect.
    3. Genesys Cloud navigates to the Genesys Cloud Platforms page under Menu > Channels > Message > Platform Integrations. Admin > Message > Platform Integrations.
      Note: Ensure that you authenticate within Genesys Cloud to display the Genesys Cloud platforms page.
  3. In the Apple Messages for Business page, update the fields:
    1. In the Name field, enter the integration name.
    2. In the Messages for Business ID field, enter the business ID.
      Note: Do not change the Messages for Business ID value as this connects your AMB account to Genesys Cloud.
    3. (Optional) In the Business Name field, enter the business name.
    4. (Optional) In the Logo URL field, enter the URL.
    5. (Optional) In the Supported Content Profile field, select the supported content profile. For more information, see Supported content profiles overview.
    6. (Optional) In the Platform Configuration field, select the platform configuration. For more information, see Platform configuration profiles overview.
  4. Click Save to finish creating your AMB integration in your organization. 

Notas:

Set up your AMB integration manually if Genesys Cloud does not open automatically. To create the AMB integration manually, perform the following steps:

  1. Hacer clic Administración.
  2. Under Message, click Platform Integrations.
  3. Haga clic en Menú > Canales > Mensaje > Integraciones de plataformas.
  4. Hacer clic Eliminar integración.
  5. In the Messaging Platforms page, click Apple Messages for Business.
  6. Navigate to the Messages for Business ID field on the Apple Messages for Business page.
  7. In the Messages for Business ID field, enter the business ID from your Apple Messaging for business account. To locate the business ID, perform the following steps:
    1. Select your Messages for Business from the main page.
    2. From the Messaging Service Provider section, select the Test your Messaging Service Provider connection link.
    3. Your Messages for Business Account ID is displayed. Paste this ID in the Messages for Business ID field.
  8. Enter the details in the optional fields and click Save.

    After you configure the Apple integration, you can configure message flows in Architect. For more information, see Inbound message flows overview. You can test your AMB using two methods:

    • Click the conversational test link from an iPhone or iPad.
    • Click the link from your Mac.
      Note: You can perform test messaging only on Apple accounts you specified as test Apple accounts. To add more Apple accounts to test, navigate to the Testers Apple accounts section, select Edit and then add or remove Apple accounts to test.

    To test your AMB account, perform the following steps:

    1. Navigate to the Links section.
      • To test from an iPhone or iPad, perform the following steps:
        1. Select Copy Conversational link from your iPhone or iPad.
        2. Share the link with your testers. The testers can access this link from their iPhone or iPad devices to open the messages app on their device and start communicating to start testing your Apple Messages for Business account.
      • To test from your Mac, click the Launch Messages link and share the link with your testers.
    2. Testers use the links to test your AMB flow.

    Use the Authentication (Optional) section to configure OAuth2 settings for your AMB flows.

    Notas:
    • This section is optional when you configure the AMB account. Even if you fill one field in this section, all three fields become mandatory automatically.
    • Before you proceed, ensure that you know the details of the Genesys Cloud region that your organization uses. For more information about Genesys Cloud regions and to determine the region your organization uses, see AWS regions for Genesys Cloud.
     

    To set up authentication, perform the following steps: 

    1. Select an OAuth provider. Ensure that the provider offers OAuth 2.0. 
      1. In the Auth provider setup page, the system prompts you to enter a redirect URL. Based on the region your organization is deployed, select the appropriate redirect URL from the following table: 
        Genesys Cloud Region AWS Region Name MSP URL
        Asia Pacific – Mumbai ap-south-1 (APS1) https://api.aps1.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        Asia Pacific – Osaka ap-northeast-3 (APNE3) https://api apne3.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        Asia Pacific – Seoul ap-northeast -2 (APNE2) https://api.apne2.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        Asia Pacific – Sydney ap-southeast-2 (APSE2) https://api.mypurecloud.com.au/api/v2/conversations/messaging/
        oauth/apple/callback
        Asia Pacific – Tokyo ap-northeast-1 (APNE1) https://api.mypurecloud.jp/api/v2/conversations/messaging/
        oauth/apple/callback
        Canadá ca-central-1 (CAC1) https://api.cac1.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        Europe – Frankfurt eu-central-1 (EUC1) https://api.mypurecloud.de/api/v2/conversations/messaging/
        oauth/apple/callback
        Europe – Ireland eu-west-1 (EUW1) https://api.mypurecloud.ie/api/v2/conversations/messaging/
        oauth/apple/callback
        Europe – London eu-west-2 (EUW2) https://api.euw2.pure.clouddomain}/api/v2/conversations/messaging/
        oauth/apple/callback
        Europe – Zurich eu-central-2 (EUC2 ) https://api.euc2.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        Middle East – UAE me-central-1 (MEC1) https://api.mec1.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        South America – São Paulo sa-east-1 (SAE1) https://api.sae1.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
        US East – N. Virginia us-east-1 (USE1) https://api.mypurecloud.com/api/v2/conversations/messaging/
        oauth/apple/callback
        US West – Oregon us-west-2 (USW2) https://api.usw2.pure.cloud/api/v2/conversations/messaging/
        oauth/apple/callback
      2. Retrieve the following details from the Auth provider setup; these are needed to complete the setup:
        1. Client Secret: This value is entered in Genesys Cloud on the Apple integration in a later step.
        2. OAuth URL: This value is entered in the AMB configuration in a later step.
          2. Token URL: This value is entered in the AMB configuration and in Genesys Cloud on the Apple integration in a later step.
          3. Client ID: This value is entered in the AMB configuration and in Genesys Cloud on the Apple integration in a later step.
          4. Scope: This value is selected as part of the authentication configuration with the authentication provider and is entered in Genesys Cloud on the Apple integration in a later step.
            Note: AMB authentication focuses on OAuth 2.0 and not OIDC. Therefore, openid is not currently  supported. 
        3. Navigate to the Apple Business Register to configure the Apple business account to set up their OAuth2 configuration.
          1. Select the AMB account to configure with Authentication.
          2. Locate the Integrated OAuth2 Authentication section and click Edit. Click the image to enlarge. Displays the fields in the Integrated OAuth2 Authentication section
          3. In the OAuth URL field, enter the URL from the provider from Step 1. 
          4. In the Token URL field, enter the URL details from the provider from Step 1.
          5. In the Client ID field, enter the client ID details from the provider from Step 1. Click the image to enlarge. Displays the fields in the edit integrated OAuth2 authentication dialog box
          6. Hacer clic Enviar.
        4. Navigate to the Genesys Cloud Apple integration in the Genesys Cloud to finish configuring the Authentication from Genesys Cloud.
          1. Hacer clic Administración.
          2. Under Message, click Platforms.
          3. Haga clic en Menú > Digital y telefonía > Mensaje > Integraciones de plataforma.
          4. Select the Apple Integration that corresponds to the AMB account setup in Step 2.
          5. Enable the Authentication (Optional) toggle. The additional fields are displayed. 
          6. In the OAuth Token URL field, enter the URL details from the provider from Step 1. 
          7. In the OAuth Client ID field, enter the client ID details from the provider from Step 1.
          8. In the OAuth Client Secret field, enter the client ID details from the provider from Step 1.
            1. In the Scope field, enter the scope from the provider from Step 1.
          9. Add the authenticate action to the digital bot flow where Authentication is needed. For more information, see Ask to Authenticate action. 

          Use the iMessage App (Optional) section to configure iMessage application settings for AMB bot flows.

          Notas:
          • This section is optional when configuring the AMB account. Even if you fill one field in this section, all three fields become mandatory automatically.
          • Genesys Cloud supports one iMessage App per AMB integration.
          • AMB configuration for organization administrators is optional.
           
          1. Enable iMessage App (Optional) toggle. The additional fields are displayed.
          2. In the Application Name field, enter the name of the iMessage application.
          3. In the Application ID field, enter the application’s unique identifier.
          4. In the Bundle ID field, enter the app’s Bundle ID.

          Use the Apple Pay (Optional) section to configure a merchant account for transmitting Apple Pay messages to your customers.

          Note: This section is optional when configuring the AMB account. Even if you fill one field in this section, all three fields become mandatory automatically.

          1. Before you configure Apple Pay on Genesys Cloud, complete the following steps on the Apple website. 
            1. Set up your merchant account on the Apple website.
            2. Associate your website domain with your merchant account.
            3. Create and download certificates for your merchant account.
            4. Generate the PEM file for your merchant account. For more information, see prerequisite configuration with Apple.
          2. Register the Merchant ID in the Apple business register. To register, perform the following steps:
            1. In Apple Business Register, navigate to your Messages for Business account > Optional Integrations > Apple Pay > Edit.
            2. In the Edit page, enter the Apple Pay Merchant ID.
              Note: Use the exact identifier string provided in the Apple developer portal. You can create one Messages for Business account per merchant ID but can reuse the merchant IDs across multiple accounts as required.
          3. Navigate to the Genesys Cloud Platform Integrations page. For more information, see Step 5.
          4. Enable the Apple Pay (Optional) toggle. The additional fields are displayed.
            1. In the Store Name field, enter the customer’s store name. This field has a limit of 64 characters.
            2. In the Merchant ID field, enter the unique identification number of the merchant.
            3. In the Networks field, enter the supported networks. Supported networks that you can select are:
              • AMEX
              • Discover
              • JCB
              • MasterCard
              • Private Label
              • Visa
          5. In the Domain Name field, enter the URL of the brand’s website without using punctuation or prefixes. For example, developer.apple.com. The URL you enter must match the domain name of the merchant account.
          6. In the Capabilities field, enter the array of capabilities supported by the merchant.
            Note: 3DS is required.
          7. In the Payment Gateway URL field, enter the endpoint for payment gateway processing.
          8. In the Shipping Method Update URL field, enter the URL to update the shipping method.
          9. In the Shipping Contact Update URL field, enter the URL to update the shipping contact.
          10. In the Payment Method Update URL field, enter the URL to update the payment method. This field is optional for Apple Pay.
          11. In the Order Tracking URL field, enter the URL to update order tracking. This field is optional for Apple Pay.
          12. In the Fallback URL field, enter the URL to be used for fallback. This field is optional for Apple Pay.
          13. In the Merchant Identification Certificates field, upload the merchant certificates. These certificates are created when the brand signs up with Apple as a merchant. Use the Click to Upload button to upload the certificates. The certificates can be in one of the following formats:
            • merchant.pem
            • merchant.key
          14. Click Save. After you upload and save the certificates, they are hidden from view.

          To move your AMB account to production, you must submit your brand experience on the AMB channel and send to Apple for approval. Plan to submit your brand experience at least three weeks before a planned go live as this process requires time for review and adjustments to create the best brand experience. For more information about the experience review process, see Experience review process.

          Make the most of the experience by using the rich media actions available on the AMB channel. For example, use images with your list pickers and forms actions. 

          Note: If you are moving your AMB account from another provider to Genesys Cloud, contact your account team for assistance. Schedule a time with Apple for the move to be completed.

          To pass the Apple experience review, perform the following steps:

          1. Create a recording of a real use case with the test flow that you created with an Apple iPhone or iPad.
            Note: The use case should represent your final delivered user experience.
          2. Name the recording as Genesys_BusinessName_Date.
          3. Upload your recording at the designated location.
            • Enter the email address and a description of the use case for the video and any relevant information.
              Note: Apple sends any feedback to the email address provided including requested experience enhancements.
          4. Apple reviews the recording and provides feedback along with the required adjustments.
          5. Make the requested adjustments and resubmit the new recording with the updated experience. 

          Once Apple approves your experience review, you can move your AMB account to production with a Commercial Messages for Business account. For more information, see step 10.

          Before you can go live, create your commercial Messages for Business Account for your brand. Up to this point an internal test account has been used. In this step, create the commercial Messages for Business Account to use in production.

          1. Navigate to the Apple Messages for Business Registration page.
          2. Log in with your Apple Account.
          3. The Message for Business Accounts page opens. Click Add New.
          4. In the Messages for Business Accounts page, click Get Started.   
          5. The New Messages for Business Account page appears. Follow the steps and provide the required information until you reach the Messages for Business Account Type section.
          6. In the Messages for Business Account Type section, select Commercial and create your production account.
          7. Follow the steps provided and include a logo to display in your AMB.
          8. Enter all required information and submit for approval.
          9. Once approved, your AMB account appears as Online.
          10. Enable your Apple Messages for Business Entry points so customers can start engaging your brand on Apple Messages for Business.
            • Entry points enable customers to start conversations with your business. For more information about entry points, see Entry points overview.