Genesys Cloud FedRAMP Region – Structured form messaging for Apple Messages for Business

In a future release, Genesys Cloud will introduce a new Forms message type for use with Apple Messages for Business. This structured message format allows administrators, bot authors, and agents to present customers with a step-by-step guided experience to collect information directly embedded into Apple Messages. Forms for Apple Messages for Business support:

• Efficient data collection with fewer back-and-forth messages
• Visual consistency with native Apple styling
• Cleaner workflows for agents and bots alike

Target audience

• End customers – Customers using Apple Messages for Business see structured forms when organizations configure the Apple Messages for Business flow.
• Administrators – New user interface options are available within Canned Responses to allow configuration of Form messages.
• Bot authors – A new action in digital bot flows enables the setup of Form messages for use with Apple Messages for Business.
• Agents – Agents can select and send Form messages from the Canned Response panel to customers using Apple Messages for Business.

UI enhancements:

• New Form tab in Canned Responses. A dedicated Form tab appears within the Canned Responses interface. Administrators use this tab to configure Form messages by selecting and arranging the following page components:
  • Form introduction page
  • Date picker
  • List picker
  • Carousel picker
  • Data input fields
  • Form summary page
• Ask for Form action. This feature enables bot authors to configure and send a Form to end customers during automated interactions.
• Example Form display. The following illustration shows how Forms are rendered within the agent authoring interface and on a customer’s Apple device:
• Agents can access Form canned responses directly from the Canned Response Panel. These responses allow agents to send forms for customers to fill out during a conversation.
• Customer-submitted form responses appear in the messaging transcript, providing agents with a seamless view of the interaction.
• Supervisors can review form responses in the Transcript UI, provided the interaction was recorded, enabling better oversight and coaching opportunities.