Configure ACD for Apple Messages for Business integrations

Before you begin implementing Apple Messages for Business, contact your Genesys account or partner manager to request an AMB subject matter expert (SME) for your region.

Genesys assigns an SME to help your organization:

• Understand Apple’s customer engagement and experience requirements.
• Follow recommended implementation and configuration practices.
• Prepare for the Apple Experience Review process.
• Submit your experience recording to Apple and address review feedback.

Work with your assigned SME throughout the implementation and review process to help ensure that your AMB experience meets Apple’s requirements.

Before configuring Apple Messages for Business, identify and document the customer engagement use cases that your organization plans to support.

Work with your assigned Genesys AMB SME to define your use cases and review Apple’s messaging experience requirements. Documenting use cases early helps establish the intended customer experience and can streamline the Apple Experience Review process.

To prepare your use cases:

1. Identify the customer interactions that your organization plans to support through Apple Messages for Business.
2. Document the intended customer journey, including automated interactions, agent assistance, and any supported interactive messaging capabilities.
3. Review the proposed use cases with your assigned Genesys AMB SME.
4. Use Apple’s Use Cases template to document your planned messaging experiences.

For more information, see Apple’s Apple Messages for Business documentation.

1. Navigate to the Create Your Apple Account page.
2. Enter the required details for your account. For more information about creating the account, see Apple support.

Before you configure ACD messaging for AMB, you must have an Apple account for your business.

To set up your test Apple account, perform the following steps: 

1. Navigate to the Apple Business Register page. Click the image to enlarge.
2. Click Sign In. Use the Apple account credentials that you created during Step 1. If you do not have an Apple account already created, go to Step 1 and complete the steps listed. Once done, return here to continue.
3. Agree to the terms and conditions listed.
4. Fill in the required information in the fields available. 
5. Click Submit. 

Next, register your test Apple business account to connect to Genesys Cloud as your Messaging Service Provider (MSP).

To register for an AMB account, perform the following steps:

1. Navigate to the Apple Messages for Business Registration page and sign in with your Apple business account. The Messages for Business Accounts page opens.
2. Click Add New.
3. In the Messages for Business Accounts page, click Get Started. The New Messages for Business Account page appears.
   Click the image to enlarge.
   button" class="inline alignnone wp-image-373135 size-full" srcset="https://help.mypurecloud.com/wp-content/uploads/2025/04/Messages-for-Business-Accounts-e1756962744296.png 427w, https://help.mypurecloud.com/wp-content/uploads/2025/04/Messages-for-Business-Accounts-e1756962744296-300x278.png 300w" sizes="auto, (max-width: 427px) 100vw, 427px">
4. Follow the steps and provide the information until you reach the Messages for Business Account Type section.
5. In the Messages for Business Account Type section, click Advanced and select your internal test account. 
6. Click Next.
   Note: You will move to a commercial account after you test the account and after Apple approves your channel design to be made public.
7. Follow the steps until you reach the Messaging Platform section.  To link your account to Genesys as the MSP, perform the following steps: 
   1. If your organization region is Sydney (APSE2), Canada (CAC1), Ireland (EUW1), North Virginia (USE1) or Oregon (USW2) enter Genesys in the search and select the correct region from the list.
   2. If your organization is any other region click Advanced.
      1. In the Advanced section, select the URL Provided by Messaging Platform option.
      2. Enter the required URL from the options listed in the following table that corresponds to your Genesys Cloud organization region. URL Provided by Messaging Platform option. 

         Genesys Cloud Region	AWS Region Name	MSP URL
         Asia Pacific – Mumbai	ap-south-1 (APS1)	https://apple-messages.aps1.pure.cloud/api/v2/apple
         Asia Pacific – Osaka	ap-northeast-3 (APNE3)	https://apple-messages.apne3.pure.cloud/api/v2/apple
         Asia Pacific – Seoul	ap-northeast -2 (APNE2)	https://apple-messages.apne2.pure.cloud/api/v2/apple
         Asia Pacific – Sydney	ap-southeast-2 (APSE2)	https://apple-messages.mypurecloud.com.au/api/v2/apple
         Asia Pacific – Tokyo	ap-northeast-1 (APNE1)	https://apple-messages.mypurecloud.jp/api/v2/apple
         Canada	ca-central-1 (CAC1)	https://apple-messages.cac1.pure.cloud/api/v2/apple
         Europe – Frankfurt	eu-central-1 (EUC1)	https://apple-messages.mypurecloud.de/api/v2/apple
         Europe – Ireland	eu-west-1 (EUW1)	https://apple-messages.mypurecloud.ie/api/v2/apple
         Europe – London	eu-west-2 (EUW2)	https://apple-messages.euw2.pure.cloud/api/v2/apple
         Europe – Zurich	eu-central-2 (EUC2 )	https://apple-messages.euc2.pure.cloud/api/v2/apple
         Middle East – UAE	me-central-1 (MEC1)	https://apple-messages.mec1.pure.cloud/api/v2/apple
         South America – São Paulo	sa-east-1 (SAE1)	https://apple-messages.sae1.pure.cloud/api/v2/apple
         US East – N. Virginia	us-east-1 (USE1)	https://apple-messages.mypurecloud.com/api/v2/apple
         US West – Oregon	us-west-2 (USW2)	https://apple-messages.usw2.pure.cloud/api/v2/apple

   3. Click Next.
      Note: If you do not see the Next button in active status contact the Apple support team for further assistance. Perform the following steps:

      1. Temporarily select a different Apple authorized commercial messaging platform and send an email to Apple support with Custom MSP Endpoint Setup in the subject line.
      2. In the email body, include the following information: When attempting to set up Apple Messages for Business with my Messaging Service Provider and selecting the custom URL option for my MSP, I am unable to select the Next button to continue after entering the URL. Can you please associate the following custom URL with my account. 
      3. Include the name of the internal test account that you are attempting to register. For example, Company ABC Test.
      4. Include the custom URL from the preceding table. For more information, see Get started with Apple Messages for Business. 
      5. Once Apple updates the custom MSP endpoint, navigate back to the Apple Messages for Business registration page.
      6. Click the business account and select the option and complete the required fields and continue with the steps after that follow. Click the image to enlarge.

8.  In the Tester Apple Accounts section, add the Apple accounts for users in your organization. These users can test your AMB setup.
9. Click Add Apple Accounts. 
10. The Tester Apple IDs section displays. Click Add Apple Accounts.
    1. The Add tester Apple accounts dialog box opens. Enter the tester Apple account IDs (include either email addresses or phone numbers).
    2. Click Add. Proceed further to complete creating your AMB account. For more information about adding test users, see Add test users to your Apple account.

After you complete all steps, the status of the profile is under review. When Apple completes the review, the status of the profile changes to Active. Click the image to enlarge.

1. Before you complete the next step, log in to the Genesys Cloud organization (Dev, UAT, or production) where you want to link the AMB channel.
2. From the main page of your Business Account, navigate to the Messaging Service Provider section and perform the following steps:
   1. In the Messaging Service Provider Configuration field, click the Test your Messaging Service Provider connection link.
      Note: Make note of the Messages for Business Account ID that displays on this page. This ID is linked in the Genesys Cloud Platform configuration automatically.
   2. The Messaging Service Provider Configuration screen appears. Click Connect.
   3. Genesys Cloud navigates to the Genesys Cloud Platforms page under Menu > Digital and Telephony > Message > Platform Integrations. Admin > Message > Platform Integrations.
      Note: Ensure that you authenticate within Genesys Cloud to display the Genesys Cloud platforms page.
3. In the Apple Messages for Business page, update the fields:
   1. In the Name field, enter the integration name.
   2. In the Messages for Business ID field, enter the business ID.
      Note: Do not change the Messages for Business ID value as this connects your AMB account to Genesys Cloud.
   3. (Optional) In the Business Name field, enter the business name.
   4. (Optional) In the Logo URL field, enter the URL.
   5. (Optional) In the Supported Content Profile field, select the supported content profile. For more information, see Supported content profiles overview.
   6. (Optional) In the Platform Configuration field, select the platform configuration. For more information, see Platform configuration profiles overview.
4. Click Save to finish creating your AMB integration in your organization. 

After you configure the Apple integration, you can configure message flows in Architect. For more information, see Inbound message flows overview. You can test your AMB using two methods:

• Click the conversational test link from an iPhone or iPad.
• Click the link from your Mac.
  Note: You can perform test messaging only on Apple accounts you specified as test Apple accounts. To add more Apple accounts to test, navigate to the Testers Apple accounts section, select Edit and then add or remove Apple accounts to test.

To test your AMB account, perform the following steps:

1. Navigate to the Links section.
   • To test from an iPhone or iPad, perform the following steps:
     1. Select Copy Conversational link from your iPhone or iPad.
     2. Share the link with your testers. The testers can access this link from their iPhone or iPad devices to open the messages app on their device and start communicating to start testing your Apple Messages for Business account.
   • To test from your Mac, click the Launch Messages link and share the link with your testers.
2. Testers use the links to test your AMB flow.

Use the Authentication (Optional) section to configure OAuth2 settings for your AMB flows.

To set up authentication, perform the following steps: 

1. Select an OAuth provider. Ensure that the provider offers OAuth 2.0. 
   1. In the Auth provider setup page, the system prompts you to enter a redirect URL. Based on the region your organization is deployed, select the appropriate redirect URL from the following table: 
      

      Genesys Cloud Region	AWS Region Name	MSP URL
      Asia Pacific – Mumbai	ap-south-1 (APS1)	https://api.aps1.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      Asia Pacific – Osaka	ap-northeast-3 (APNE3)	https://api apne3.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      Asia Pacific – Seoul	ap-northeast -2 (APNE2)	https://api.apne2.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      Asia Pacific – Sydney	ap-southeast-2 (APSE2)	https://api.mypurecloud.com.au/api/v2/conversations/messaging/ oauth/apple/callback
      Asia Pacific – Tokyo	ap-northeast-1 (APNE1)	https://api.mypurecloud.jp/api/v2/conversations/messaging/ oauth/apple/callback
      Canada	ca-central-1 (CAC1)	https://api.cac1.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      Europe – Frankfurt	eu-central-1 (EUC1)	https://api.mypurecloud.de/api/v2/conversations/messaging/ oauth/apple/callback
      Europe – Ireland	eu-west-1 (EUW1)	https://api.mypurecloud.ie/api/v2/conversations/messaging/ oauth/apple/callback
      Europe – London	eu-west-2 (EUW2)	https://api.euw2.pure.clouddomain}/api/v2/conversations/messaging/ oauth/apple/callback
      Europe – Zurich	eu-central-2 (EUC2 )	https://api.euc2.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      Middle East – UAE	me-central-1 (MEC1)	https://api.mec1.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      South America – São Paulo	sa-east-1 (SAE1)	https://api.sae1.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback
      US East – N. Virginia	us-east-1 (USE1)	https://api.mypurecloud.com/api/v2/conversations/messaging/ oauth/apple/callback
      US West – Oregon	us-west-2 (USW2)	https://api.usw2.pure.cloud/api/v2/conversations/messaging/ oauth/apple/callback

   2. Retrieve the following details from the Auth provider setup; these are needed to complete the setup:
      1. Client Secret: This value is entered in Genesys Cloud on the Apple integration in a later step.
      2. OAuth URL: This value is entered in the AMB configuration in a later step.
      3. Token URL: This value is entered in the AMB configuration and in Genesys Cloud on the Apple integration in a later step.
      4. Client ID: This value is entered in the AMB configuration and in Genesys Cloud on the Apple integration in a later step.
      5. Scope: This value is selected as part of the authentication configuration with the authentication provider and is entered in Genesys Cloud on the Apple integration in a later step.
         Note: AMB authentication focuses on OAuth 2.0 and not OIDC. Therefore, openid is not currently  supported. 
2. Navigate to the Apple Business Register to configure the Apple business account to set up their OAuth2 configuration.
   1. Select the AMB account to configure with Authentication.
   2. Locate the Integrated OAuth2 Authentication section and click Edit. Click the image to enlarge.
   3. In the OAuth URL field, enter the URL from the provider from Step 1. 
   4. In the Token URL field, enter the URL details from the provider from Step 1.
   5. In the Client ID field, enter the client ID details from the provider from Step 1. Click the image to enlarge.
   6. Click Submit.
3. Navigate to the Genesys Cloud Apple integration in the Genesys Cloud to finish configuring the Authentication from Genesys Cloud.
   1. Click Admin.
   2. Under Message, click Platforms.
   3. Click Menu > Digital and Telephony > Message > Platform Integrations.
   4. Select the Apple Integration that corresponds to the AMB account setup in Step 2.
   5. Enable the Authentication (Optional) toggle. The additional fields are displayed. 
   6. In the OAuth Token URL field, enter the URL details from the provider from Step 1. 
   7. In the OAuth Client ID field, enter the client ID details from the provider from Step 1.
   8. In the OAuth Client Secret field, enter the client ID details from the provider from Step 1.
   9. In the Scope field, enter the scope from the provider from Step 1.
4. Add the authenticate action to the digital bot flow where Authentication is needed. For more information, see Ask to Authenticate action. 

Use the iMessage App (Optional) section to configure iMessage application settings for AMB bot flows.

1. Enable iMessage App (Optional) toggle. The additional fields are displayed.
2. In the Application Name field, enter the name of the iMessage application.
3. In the Application ID field, enter the application’s unique identifier.
4. In the Bundle ID field, enter the app’s Bundle ID.

• Redirect to a page with web messaging,
• A number to call, or
• A number to send SMS as an alternative communication method.

Use the Apple Pay (Optional) section to configure a merchant account for transmitting Apple Pay messages to your customers.

1. Before you configure Apple Pay on Genesys Cloud, complete the following steps on the Apple website. 
   1. Set up your merchant account on the Apple website.
   2. Associate your website domain with your merchant account.
   3. Create and download certificates for your merchant account.
   4. Generate the PEM file for your merchant account. For more information, see prerequisite configuration with Apple.
2. Register the Merchant ID in the Apple business register. To register, perform the following steps:
   1. In Apple Business Register, navigate to your Messages for Business account > Optional Integrations > Apple Pay > Edit. 
   2. In the Edit page, enter the Apple Pay Merchant ID.
      Note: Use the exact identifier string provided in the Apple developer portal. You can create one Messages for Business account per merchant ID but can reuse the merchant IDs across multiple accounts as required.
3. Navigate to the Genesys Cloud Platform Integrations page. For more information, see Step 5.
4. Enable the Apple Pay (Optional) toggle. The additional fields are displayed.
   1. In the Store Name field, enter the customer’s store name. This field has a limit of 64 characters.
   2. In the Merchant ID field, enter the unique identification number of the merchant.
   3. In the Networks field, enter the supported networks. Supported networks that you can select are:
      • AMEX
      • Discover
      • JCB
      • MasterCard
      • Private Label
      • Visa
5. In the Domain Name field, enter the URL of the brand’s website without using punctuation or prefixes. For example, developer.apple.com. The URL you enter must match the domain name of the merchant account.
6. In the Capabilities field, enter the array of capabilities supported by the merchant.
   Note: 3DS is required.
7. In the Payment Gateway URL field, enter the endpoint for payment gateway processing.
8. In the Shipping Method Update URL field, enter the URL to update the shipping method.
9. In the Shipping Contact Update URL field, enter the URL to update the shipping contact.
10. In the Payment Method Update URL field, enter the URL to update the payment method. This field is optional for Apple Pay.
11. In the Order Tracking URL field, enter the URL to update order tracking. This field is optional for Apple Pay.
12. In the Fallback URL field, enter the URL to be used for fallback. This field is optional for Apple Pay.
13. In the Merchant Identification Certificates field, upload the merchant certificates. These certificates are created when the brand signs up with Apple as a merchant. Use the Click to Upload button to upload the certificates. The certificates can be in one of the following formats:
    • merchant.pem
    • merchant.key
14. Click Save. After you upload and save the certificates, they are hidden from view.

To move your AMB account to production, you must submit your messaging experience to Apple for review and approval.

Plan to submit your experience at least three weeks before your planned go-live date to allow sufficient time for Apple’s review and any required adjustments. Work with your assigned Genesys AMB SME to prepare your experience for review. Ensure that your messaging experience reflects your documented use cases and follows Apple’s customer engagement guidelines. For more information about the experience review process, see Experience review process.

To pass the Apple experience review, perform the following steps:

After Apple approves your experience, you can proceed with creating your commercial Messages for Business account. For more information, see Step 13: Go Live.

After Apple approves your messaging experience, create a commercial Messages for Business account for your organization. During configuration and testing, you use an internal test account. Before going live, you must create a commercial account for production use.

1. Navigate to the Apple Messages for Business Registration page.
2. Log in with your Apple Account.
3. The Message for Business Accounts page opens. Click Add New.
4. In the Messages for Business Accounts page, click Get Started.   
5. The New Messages for Business Account page appears. Follow the steps and provide the required information until you reach the Messages for Business Account Type section.
6. In the Messages for Business Account Type section, select Commercial and create your production account.
7. Follow the steps provided and include a logo to display in your AMB.
8. Enter all required information and submit for approval.
9. Once approved, your AMB account appears as Online.
10. Enable your Apple Messages for Business Entry points so customers can start engaging your brand on Apple Messages for Business.
    • Entry points enable customers to start conversations with your business. For more information about entry points, see Entry points overview.