Messaging Apps
Deliver faster, more personalised experiences by meeting customers where they are
Deliver faster, more personalised experiences by meeting customers where they are
Proactively contact your customers with the important information you need them to know, right when you need it. Effortlessly connect with customers on all of their favourite messaging apps, on desktop and mobile devices alike. Deliver consistent, personalised experiences across all channels from one unified platform.
Utilise apps like WhatsApp and Apple Messages for Business to enhance customer experience, making interactions more accessible and convenient.
The Genesys Cloud™ platform enables consistent, context-rich conversations, even when customers switch between platforms or escalate to voice or web chat.
Artificial intelligence (AI)-powered bots and messaging handle simple tasks and route complex issues to agents — boosting efficiency and customer experience.
Deliver fast, personalised customer experiences across WhatsApp, Apple Messages for Business, Facebook Messenger and more.
Simplify Agent workflows by routing queues from WhatsApp, Apple Messages for Business, chat, email, social media, SMS text messages and more into a single unified, streamlined workspace.
Use images, PDFs and more for better context, quick replies, cards and carousels. Rich media elements can also refine conversations, drive resolution and simplify user experiences.
Launch targeted outbound campaigns to reach customers with timely, personalised messages and easily route replies to bots or Agents — enabling a smooth, end-to-end experience.
Utilise AI-powered bots to automate common tasks, guide users through self-service journeys, and reduce the load on live agents — without sacrificing customer satisfaction.
Use Generative AI to automate transcript creation over direct messaging and other channels. Make transcripts available to Agents so they have the pulse on prior interactions.
Extend Genesys capabilities to more channels, including custom-built messaging apps and review sites, using open messaging APIs to unify Agents, analytics and data in one system.
Whether it’s proactively through an app like WhatsApp or reactively through Apple Messages for Business, today’s customer wants to be able to converse directly with your brand. Provide information, answer questions and more with powerful messaging technology.
Instead of cobbling together cumbersome, expensive solutions, easily serve customers on the communication channels they love most. Expand channel support whilst increasing efficiency by consolidating customer care. It’s fast and easy to get up and running using a streamlined process for integration that you can implement yourself.
Agents manage WhatsApp, Apple Messages for Business and other messaging apps alongside voice, live chat and email — all from a single, intuitive interface with full customer context.
Conversations are maintained across messaging app sessions and devices, allowing customers to pick up where they left off and Agents to respond with full historical context.
Built-in AI powers virtual agents, agent copilots and routing — automating common tasks while enhancing personalisation and efficiency.
Move easily from messaging to voice, email or web chat within the same conversation thread — enabling continuity and faster resolution when more support is needed.
Send personalised, event-triggered messages on WhatsApp and other platforms, from appointment reminders to promotions, while setting up agents to easily respond to replies.
Use messaging apps like WhatsApp for voice deflection by offering it as an option in your IVR phone system, allowing customers to shift from a call queue to messaging for fast, flexible support.
Whether you’re looking to streamline support, boost engagement or scale personalised experiences, Genesys Cloud makes it easy to connect with customers on the messaging apps they use every day. Reach out to learn how our comprehensive platform can help you unify channels, automate interactions and deliver seamless, intelligent service at every touchpoint.
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The Genesys Cloud WhatsApp Embedded Signup flow enables organisations to onboard to the WhatsApp Business Platform directly within the Genesys Cloud interface — no need to switch platforms. This integrated process simplifies account creation, phone number registration and Meta Business Manager setup through a single, guided experience.
Users can manage phone numbers, business profiles and message templates in Meta Business Manager, while also accessing messaging insights and pass-through charge estimates in one centralised location.
To get started, create (or use an existing) Apple ID with your company email, then set up an Apple Business Account through Apple Business Register. Next, sign up for Apple Messages for Business in the Apple Business Register and select the Genesys Cloud regional URL used by your Org under Messaging Platform along with Apple IDs. Finally, log in to Genesys Cloud and go to Admin → Message → Platforms → Create New Integration → Apple to complete the setup.
Meta requires explicit opt-in for WhatsApp messaging. These opt-ins can be captured via IVR, website or SMS to ensure full compliance with Meta policies. More details can be found on the Meta developer site.
Yes. With Genesys Cloud, AI-powered virtual agents or chatbots can be deployed on WhatsApp and Apple Messages for Business to handle common questions, guide self-service and route customers to the right resource when needed.
Apple Messages for Business offers a range of interactive elements that make conversations more engaging and productive. Examples include:
Forms – Create multi-step flows that let customers share detailed information directly within the chat.
Time Picker – Allow customers to book appointments by selecting available time slots. Conflicts from their local calendar are displayed to help them choose the best option; and once it’s confirmed, they can view location details, get directions, or add the event to their calendar.
List Picker – Present a catalogue of items with images, names, and descriptions so customers can select one or multiple options as part of their reply.
Yes. Apple Pay integration is available as part of the rich interactions in Apple Messages for Business. This allows for secure, in-message payments when supported by the business and configured accordingly.
Note: Apple Pay is limited to self-service interactions. For security reasons, payments can’t be processed when the customer is dealing with a live Agent.
A unified messaging platform lets customer service teams manage all conversations — email, chat, social media, SMS and more — from one place. This helps Agents respond faster, stay organised and give customers a smooth, user-friendly experience. With AI, it can even suggest replies or handle simple questions automatically. This saves time, reduces errors and improves customer satisfaction.
Genesys Cloud connects all customer support channels into one dashboard. This lets Agents see all conversations in one place, no matter where they started. AI helps by enhancing the routing of messages, suggesting replies and keeping conversations consistent. With this setup, teams work faster, avoid confusion and give customers a smooth, connected experience across every app they utilise.
Yes, a unified communication platform allows you to manage both inbound and outbound messaging in one place. Your team can respond to customer enquiries and also send updates, reminders or promotions all through the same system. With AI, you can automate messages, personalise outreach and track performance, creating a smoother experience for customers and a more efficient workflow for your team. It helps build stronger relationships whilst saving time and boosting productivity.
Genesys Cloud is natively compatible with a number of the most popular messaging channels, including WhatsApp, Apple Messages for Business, Facebook Messenger, real-time chat, email, social media and SMS. In addition, the platform can support channels like LINE, Telegram, WeChat and more through APIs and professional service-based methods.
To ensure message continuity across different channels, Genesys Cloud lets Agents switch between channels — like moving from WhatsApp to a call — while staying connected to the same customer and preserving conversation history. Its Single Customer View links identifiers like email, phone or web ID into one unified profile, giving agents a complete view of the customer’s journey across channels. Genesys Cloud automatically matches interactions to the best contact, with the option for agents to adjust if needed, ensuring accurate and consistent engagement. This means customers don’t have to repeat themselves, and agents always know the full story. It creates a smooth, consistent experience that builds trust and makes every interaction feel personal and connected.
