Agentless Apple invitation notifications

AI-generated summary

Genesys Cloud enables agentless Apple invitation notifications, allowing businesses to initiate conversations with opted-in customers through Apple Messages for Business using branded, Apple-approved invitations. This feature expands the traditionally customer-initiated messaging channel while maintaining Apple's requirements for customer consent and privacy protection. The functionality requires one of the licenses: Genesys Cloud CX 2, CX 3, CX 4, CX 2 Digital, CX 3 Digital, or CX 1 WEM Add-on II, along with OAuth client credentials. Agentless Apple invitations are created as canned responses and distributed through the Genesys Cloud Agentless API. Implementation can be configured through two approaches: backend system trigger events or Architect flows. For trigger-based configuration, administrators must create or use an existing OAuth client, generate a token using client credentials, and call the Agentless API endpoint. For Architect-based implementation, users create a data action calling the Apple Invitations API and integrate it within the flow. Key technical requirements include formatting destination numbers in E.164 format and sending invitations only to customers who have opted in. When customers accept an invitation, it transitions into a full two-way Apple Messages for Business conversation. ACD messaging pricing applies to conversations created through the Agentless API, and the API can send invitations regardless of existing connected conversations

PrerequisitesClick to expand

Apple invitations allow businesses to start conversations through Apple Messages for Business, enabling them to better connect with customers. Using an Apple-approved, branded invitation, businesses 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.

Agentless Apple invitations are first created as a canned response and then sent through the Genesys Cloud Agentless API.

Trigger events

To configure agentless notifications for Apple Messages for Business based on triggered events from backend systems:

Create or use an existing OAuth client. For more information, see Create an OAuth client.
Use your OAuth client’s credentials to generate a token. For more information, see Grant – Client Credentials.
Use your new token to call the new Agentless API endpoint. For more information, see Agentless SMS API and Agentless SMS Tutorial in the Developer Center.

Architect flows

To trigger an Agentless API call for Apple invitations from an Architect flow:

Create a data action that calls the Apple Invitations API. For more information, see About the Genesys Cloud data actions integration.
Use that data action within the flow. For more information, see Use data actions in Architect for integrations

Notes:

Format destination numbers in E.164 format.
Send Apple invitations to only numbers for which customers opted in.
ACD messaging pricing applies to conversations created by the Agentless API. For more information, see Messaging pricing.
The Agentless API can send Apple invitations to a customer regardless of an existing connected AMB conversation.

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