Add an Apple invitation

AI-generated summary

Genesys Cloud enables businesses to create and send Apple invitations through the Apple Messages for Business channel, allowing organizations to initiate conversations with opted-in customers while maintaining Apple's privacy and consent standards. Apple invitations transition into full two-way messaging conversations once customers accept, expanding the traditionally customer-initiated messaging channel. Apple invitation templates are configured through Menu > Digital and Telephony > Interaction Assets > Canned Responses by selecting Apple Invitation as the response type. Template configuration requires Business Name (up to), Business Logo (PNG format, maximum 200 KB), Transcript Message (up to), and Locale selection for language and region customization. The platform provides several technical capabilities for Apple invitation management. Agents trigger invitations through the Agentless API from external systems rather than the Canned Responses panel, with iOS 18.0 or later required on customer devices. Outbound invitations and customer responses are recorded as separate downloadable transcripts with business update context and timestamps. Billing applies only to outbound messages followed by customer acceptance. Automatic identity resolution maps customer phone numbers and opaque IDs to External Contacts by default. IVR deflection enables administrators to trigger invitations through Data Call actions in IVR flows, redirecting voice calls to Apple Messages for Business. Current limitations include iOS version requirements, lack of support for outbound or automated voice campaigns, and the requirement to use the Agentless API for invitation triggering rather than standard agent workflows. The platform includes a feedback mechanism allowing users to rate article helpfulness, self-identify their role (Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support), and provide specific assessment reasons regarding content accuracy, clarity, and task completion. Users must acknowledge the Genesys Cloud privacy policy before submitting feedback via email

PrerequisitesClick to expand

Apple invitations help businesses connect with customers through Apple Messages for Business by enabling the business to start the conversation. Using an Apple-approved, branded invitation, organizations can reach opted-in customers at their phone number and invite them to begin a conversation directly in the Messages app. After the customer accepts, the invitation transitions into a full two-way Apple Messages for Business conversation. This feature expands the traditionally customer-initiated channel while preserving Apple’s emphasis on customer consent, privacy, and protection from unsolicited messaging.

Unlike other canned response types, agents cannot select and send an Apple invitation from the Canned Responses panel. Instead, they trigger an Apple invitation as an outbound message request by calling the Agentless API from your own systems.

To create an Apple Invitation template, follow these steps:

Click Menu > Digital and Telephony > Interaction Assets > Canned Responses.
Click Add Response.
In the Response Name box, type a meaningful name. The response ID value is referenced when the invitation is triggered through the Agentless API.
The Libraries list displays the library name that you previously selected in the Libraries tab. To specify a different library, click the library name from this list.
Under Response Type, select Apple Invitation.
In the Invitation Template section, use the following fields and configure the message that the users see on their phone device.
1. Business Name: Type the name of your business as you want it to appear on the customer’s phone. A business name can contain 100 characters.
2. Business Logo: Click Insert Image and upload your business logo. The Attach Image dialog appears. You can either perform a search in the Response assets library and select the logo or upload a new image by clicking Upload New Image. The uploaded logo must be in the .png format and cannot exceed 200 KB.
3. Transcript Message: Type the message that appears in the outbound invitation conversation transcript. Transcript Message can contain 100 characters. Note: This message is not shown to the agents in the Agent Workspace or to the customer in their iPhone. However, this message is shown in the Transcript tab in the Interactions UI.
4. Locale: Select the language and region in which the invitation appears to the customer.
To create another response, enable the Create Another check box. The new response belongs to the same library by default. However, you can select a different library if necessary.
Click Save.

Note:

Device limitation – Apple invitations display only on customer devices running iOS 18.0 or later.
Transcripts – Type the message that appears in the outbound invitation conversation transcript. The outbound Apple invitation message and the customer’s response are recorded as two separate downloadable transcripts. Each transcript includes context indicating that the message or response relates to a business update, along with the date and time it occurred.
Billing – Only the outbound message followed by a ‘Yes’ response is counted for billing purposes.
Identity resolution – When a customer taps Yes and Genesys Cloud receives the response from Apple, the customer’s phone number and opaque ID are automatically mapped to External Contacts. This automerge behavior is controlled by a checkbox and is turned on by default.
IVR deflection – Administrators can use a Data Call action in an IVR flow to call the Agentless API and trigger an Apple invitation, allowing you to deflect voice calls to Apple Messages for Business.
Apple invitations are not supported for outbound or automated voice campaigns.
Reference ID – the reference ID is created and sent through the Agentless API.

[NEXT] Was this article helpful?

Get user feedback about articles.