Genesys Cloud
Apple Messages for Business
Anunciado el | Fecha efectiva | Idea |
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2025-08-18 | - | Enlace |
In a future release, Genesys Cloud will introduce Apple Messages for Business as a natively supported messaging channel. As part of this release, multiple capabilities will support rich, secure, and seamless customer experiences across Apple devices. Details of the upcoming changes are outlined below:
Apple Messages for Business channel native channel support
Organizations will be able to use Apple Messages for Business (AMB) as a fully integrated digital messaging channel within Genesys Cloud. This native support allows businesses to engage customers across Apple entry points like Maps, Safari, Siri, and more, offering richer conversational experiences on iPhones, iPads, and Macs.
OAuth2 authentication via the AMB channel for digital bots
Genesys Cloud will support OAuth2-based authentication in Apple Messages for Business interactions. Bot authors will be able to add secure authentication actions directly within digital bot flows. This feature allows customers to verify their identity during conversations (for example, check account balances or complete transactions), without exposing sensitive information in agent transcripts.
Por qué es importante
- Secure experiences: Sensitive data and functions are protected by allowing it to be available only with authenticated users.
- Expanded use cases: Organizations can extend their use cases (that require an authenticated user) by asking for authentication as part of the AMB flow.
Additional areas of impact
- UI enhancements: Support for AMB appears across Agent UI and Digital Bot design tools.
- Ask to authenticate: A new ask action is available to support Apple Authentication Action.
- Platform updates: Admins will now be able to configure AMB integrations for use as a native channel within Genesys Cloud. Configurations for AMB allow for authentication, iMessage, and Apple Pay configurations to support a full range of advanced AMB capabilities.
- Available in analytics: AMB interactions are reportable through Genesys Cloud Analytics for visibility into performance and engagement.