Genesys Cloud
Support for Apple Pay Messaging in Genesys Cloud conversations
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-08-04 | - | Aha! link |
In a future release, Genesys Cloud will support Apple Pay as a new message type within Apple Messages for Business conversations. This enhancement allows customers to send Apple Pay payment requests directly through bot flows, enabling seamless transactions between consumers and brands during a messaging interaction. This new capability helps Genesys Cloud customers create a frictionless transaction experience inside Apple Messages for Business conversations, combining commerce and customer care in a single, secure thread.
Why this matters
Previously, Genesys Cloud did not support any form of payment messaging within Apple Messages for Business. With this update, Managed Service Providers (MSPs) and brands can integrate Apple Pay into their messaging workflows. Consumers using eligible Apple devices can now complete purchases directly within the chat, without leaving the conversation.
What’s changing?
- New message type – Apple Pay is a normalized message type, purpose-built for business messaging contexts.
- Bot integration – Bot authors can create flows that transmit Apple Pay messages to consumers, presenting purchase details and payment options.
- Merchant linking – Brands can link their Apple Pay merchant account to their Genesys Cloud org’s Apple Messages integration.
- Transcript design – The message transcript display payment requests, showing up to 10 selected items along with shipping options.
Use case example
A customer chats with a retail brand via Apple Messages for Business. The bot assists them in choosing items for purchase and selecting delivery options. Once ready, the bot sends an Apple Pay message to the consumer’s iPhone. The message includes a summary of items and pricing. The consumer taps the message bubble and completes the payment using Apple Pay (choosing their preferred card, address, and contact info), all without leaving the conversation. The payment is processed through the brand’s gateway; Genesys does not handle any financial data.
