I'm really looking forward to this one - Apple Messages for Business has huge potential, especially for organizations that already operate a multi-channel environment.
My question is about orchestration and identity continuity across channels:
When a customer starts a conversation through Apple Messages for Business, what is the recommended approach to associate that conversation with an existing customer profile in Genesys Cloud, especially in environments where we also handle WhatsApp, Web Messaging, and Voice?
More specifically:
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Identity Matching
Can Apple Messages for Business provide any verified identifiers (ex: email, phone) that can be leveraged to match or enrich the contact profile automatically?
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Routing Strategy
When the customer already has an open interaction in another channel, is there a best practice for consolidating these interactions or ensuring the conversation routes to the same agent or team?
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Fallback / Failover Considerations
If a conversation cannot be completed in Apple Messages (for example: authentication challenge or transaction timeout), is there a recommended design pattern to gracefully escalate to voice or another messaging channel while maintaining context?
I'm interested in ensuring context persistence and seamless experience, especially for enterprises with large customer bases and multiple concurrent touchpoints.
Looking forward to the episode - sounds like it will be a great one.
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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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