Genesys Cloud
Support for iMessage Apps in digital bot flows

In a future release, Genesys Cloud will support the transmission of iMessage Applications to eligible devices. This new capability will allow bot authors to transmit iMessage Apps to consumers using Apple Messages for Business (AMB), enabling interactive and app-like experiences directly within a messaging conversation. Previously, bot flows could only send standard text and media messages.

With iMessage App support, bots can now send an app extension, for example, an airline’s booking interface, to the user’s Apple device within an AMB chat. The consumer can interact with the application (for example, update a flight), without leaving the conversation. Once the app interaction is complete, the conversation can continue seamlessly with the bot or escalate to a human agent. Agents can view that an iMessage App was sent, preserving the full context. 

This feature is essential to launching Apple Messages for Business as a native channel in Genesys Cloud. It focuses on enabling customer-owned iMessage Apps to be transmitted via bots. Agent-initiated app messages and third-party iMessage Apps are not included in this scope.

By introducing normalized message handling, a consistent transcript appearance, and bot authoring support for this message type, Genesys Cloud makes iMessage App experiences a part of automated customer service, improving usability and enhancing support workflows on iOS.