Genesys Cloud - Main

Hey Everyone,

Fresh from our lates episode dedicated to AI. We're excited to announce the next Q&A show will be on Apple Messages for Business within Genesys Cloud.

This episode will dive into how businesses can leverage Apple Messages for Business to create richer, more connected customer experiences. 

What questions do you have?

Whether you're curious about setup, use cases or best practices, we invite you to share your questions in advance, so we can answer them while recording. 

Our friend Anthony and first-time guest Sanoj will cover everything from getting started to exploring advanced capabilities such as interactive message elements, secure transactions, escalation to agents, and more.

We are looking forward to the episode and hope you are, too!

Cheers,

Matt

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:

1. 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?

2. 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?

3. 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

Original Message:
Sent: 11-05-2025 11:27
From: Matt Lawson
Subject: Next Q&A Show - Apple Messages for Business

Hey Everyone,

Fresh from our lates episode dedicated to AI. We're excited to announce the next Q&A show will be on Apple Messages for Business within Genesys Cloud.

This episode will dive into how businesses can leverage Apple Messages for Business to create richer, more connected customer experiences. 

What questions do you have?

Whether you're curious about setup, use cases or best practices, we invite you to share your questions in advance, so we can answer them while recording. 

Our friend Anthony and first-time guest Sanoj will cover everything from getting started to exploring advanced capabilities such as interactive message elements, secure transactions, escalation to agents, and more.

We are looking forward to the episode and hope you are, too!

Cheers,

Matt

#CommunityVideos(TAM,QA,etc.)

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Matt Lawson
Genesys - Employees
Online Community Manager
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Hey Everyone,

Fresh from our lates episode dedicated to AI. We're excited to announce the next Q&A show will be on Apple Messages for Business within Genesys Cloud.

This episode will dive into how businesses can leverage Apple Messages for Business to create richer, more connected customer experiences. 

What questions do you have?

Whether you're curious about setup, use cases or best practices, we invite you to share your questions in advance, so we can answer them while recording. 

Our friend Anthony and first-time guest Sanoj will cover everything from getting started to exploring advanced capabilities such as interactive message elements, secure transactions, escalation to agents, and more.

We are looking forward to the episode and hope you are, too!

Cheers,

Matt

Hi @Matt Lawson

I am looking forward to see, on multichannel communication, customer and operation cand have any kind of flow, example, an agent can send a message to the customer, hours later it respond and so on... how to archive transmit the initial context, to next interaction so we can apply business rules to get better customer xperience and include complex logic dessicions in routing or handling the interaction.

Regards,

Saugort Garcia,

Consultor e-Contact

Hey Everyone,

Fresh from our lates episode dedicated to AI. We're excited to announce the next Q&A show will be on Apple Messages for Business within Genesys Cloud.

This episode will dive into how businesses can leverage Apple Messages for Business to create richer, more connected customer experiences. 

What questions do you have?

Whether you're curious about setup, use cases or best practices, we invite you to share your questions in advance, so we can answer them while recording. 

Our friend Anthony and first-time guest Sanoj will cover everything from getting started to exploring advanced capabilities such as interactive message elements, secure transactions, escalation to agents, and more.

We are looking forward to the episode and hope you are, too!

Cheers,

Matt