Apple Business Chat

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Apple Business Chat enables organizations to connect with customers using Apple's own iMessage framework. Using Business Chat, customers can get answers to questions, resolve issues and complete transactions on their iPhone, iPad, Mac, and Apple Watch.

With Genesys Intelligent Automation, you can use a chatbot to conduct an Apple Business Chat session, with all the look and feel of an Apple application.

This page describes how to set up the Apple Business Chat feature in Intelligent Automation.

How it works

The following diagram provides a high-level view of how Apple Business Chat works with Genesys Intelligent Automation.

Generally, a customer enters a question, response, or similar information on their iOS device, which sends the message through the Apple Server and Genesys Hub to the Digital Messaging Server. The Routing Server then routes it through the BOT Gateway to Intelligent Automation, which forwards it on to the enterprise. To send a message back to the customer, the enterprise sends a message in a similar route, where Intelligent Automation sends it back to the customer.

Summary

Apple Business Chat is an extension of existing chatbot functionality in Intelligent Automation. It works with a callflow to enable your customer to chat with your enterprise. Apple Business Chat will work with new or existing callflows.

To set up Apple Business Chat in Intelligent Automation, you must do the following:

1. Create or designate a callflow that represents the callflow used by the enterprise to process an Apple Business Chat interaction with the customer. If an existing callflow does not meet your needs, you can create a new one, following the instructions in Using the Callflow Editor
2. Set up a chatbot for Apple Business Chat, following the instructions provided in Using Bots.
3. Configure the Genesys Configuration Server as the Default Server.
4. Add new prompts and menus to the callflow you are using with Apple Business Chat (see step 1, above), and add corresponding Standard Responses provided by the Universal Contact Server (UCS).

Configure the Configuration Server

Chatbots are created with help from other Genesys components (Interaction Server, Universal Contact Server). The configuration information for these other components is stored in the Genesys Configuration Database, and is accessible only through the Genesys Configuration Server. Therefore, settings for Configuration Server and the other servers must be configured in Intelligent Automation.

Enter these settings as Default Server Settings under the Administration tab, in the fields highlighted in the following diagram. Some values will be entered as defaults, but you can change them as required.

<put in a screen shot of the appropriate settings>

Customize the callflow with menus and prompts

Back in the Apple Business Chat callflow, enter menu blocks and prompt blocks as appropriate. In the prompt blocks, enter Standard Responses in the following format:

[StandardResponse:<actual response as defined in Universal Contact Server>]

In menu blocks, add item blocks (Me: whatever they are called ...?), each one representing the choice to appear in that menu. These menus will be rendered as Apple List Picker items, complete with colored buttons.

Add example of config ... such as the infamous pizza.

OK, I am just rambling now, I don't have a clue! I hope I was on the right path until I hit this part, I will put screen shots and stuff in later.