Send Application action

AI-generated summary

Genesys Cloud's Send Application action integrates with Apple Messages for Business to enable rich media transmission through iMessage app extensions. The feature facilitates interactive messaging experiences where users can engage with iMessage apps directly within their conversations, while agents maintain visibility of shared applications through conversation transcripts. The system supports comprehensive configuration options, including application naming, URL parameters, and message customization with images, titles, and subtitles. Technical implementation requires device capability verification using Flow.deviceCapabilities, with specific expressions to check compatibility and channel identification through Session.Source variables. The platform enables seamless bot-to-human agent transitions while preserving conversation context, and supports location-based applications with parameters for delivery dates, coordinates, and postal information. Configuration is managed through the Architect interface, offering both logical and communicate action categories in the Toolbox, with success and failure path handling for proper flow control. The feature's asynchronous operation ensures efficient message processing, though functionality is currently limited to Apple's iMessage ecosystem.

Use the Send Application action to send rich media from a supported application (currently limited to Apple’s iMessage app extensions) to your messaging contacts.

For example, you can configure a bot to send an interactive iMessage app through Apple Messages for Business. The consumer receives a rich media message that displays the iMessage app’s icon, title, and subtitle directly in the Messages application on their device. They can interact with the iMessage app without leaving the conversation. After engaging with the application, the consumer may choose to continue or end the conversation with the bot. If the conversation continues and is routed to an agent, the agent’s transcript shows the iMessage app that was previously shared with the customer.

Note: The Send Application action is currently available for Apple Messages for Business only. The action takes the failure path if you use it in any other unsupported channels.

Configure the Send Application action

Field	Description
Name	Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.
Application Name	Enter the application name. The name you enter here must match the application name previously configured by the administrators in the corresponding messaging platform.
Application URL	A URL string containing data that the messaging application sends to the interactive application. The URL parameters must be specific to your application’s requirements and must match the parameters expected by your device’s messaging application.
Received Message	A dictionary with information telling the messaging application in the participant’s device what content and how to display it in the received message bubble. To customize the received message, click Received Message and add the following optional details: An image for use in the received message bubble The title of the received message bubble The subtitle that must appear under the title Note: When the channel is Apple Messages for Business, this image is used only if the iMessage apps extension is not installed on the consumer’s device. When the iMessage apps extension is installed, the image defined in the application configuration is used in the received message bubble. If the iMessage app is not installed and the message is not provisioned with an image, the received bubble shows a single color in the received message bubble.

Define success and failure paths

Path	Description
Success	This path indicates that the system successfully sent an application supported rich media to the messaging contact. To follow the route you want the interaction to take, drag the appropriate action below the Success path.
Failure	This path indicates that the system was unable to send an application supported rich media to the messaging contact. To direct the route you want the interaction to take, drag the appropriate action below the Failure path.

Path

Description

Success

This path indicates that the system successfully sent an application supported rich media to the messaging contact.

To follow the route you want the interaction to take, drag the appropriate action below the Success path.

Failure

This path indicates that the system was unable to send an application supported rich media to the messaging contact.

To direct the route you want the interaction to take, drag the appropriate action below the Failure path.

Best practices when configuring the Send Application action

The following best practices help you in ensuring that the messaging channel supports the Send Application action:

The Send Application action is asynchronous and it does not pause the bot flow. To prevent transmission to ineligible devices, before you add the action, you must identify whether the user’s device can handle forms. The device capabilities are included within the participant data of a conversation. To confirm the device capability, you can use the expression, (FindString(Flow.deviceCapabilities,"FORM") > 0), for example, in a Decision or Switch action before the Send Application action. Also, if the flow executes the action with a device that does not support FORM, then the action takes the failure path.
You can also use the Architect built-in variable, Session.Source, to identify the messaging channel type. For more information about this variable, see Architect built-in variables.

Example: Configure Send Application to send iMessage apps through Apple Messages for BusinessClick to expand

In Genesys Cloud Messaging Platforms, configure the Apple Messages for Business integration with the iMessage app information. For more information, see Configure ACD for Apple integrations.
From the Architect home page, click or hover over the Flows menu and select digital bot flow.
Create a new flow or select an existing one. The flow’s configuration page opens.
(Optional) Before you add the Send Application action to the flow, perform the following steps to check whether the user’s Apple device can handle Apple forms.
1. From the Toolbox, expand the Logical category and drag a Decision action to the desired location in the flow.
2. In the Decision action, provide an expression to confirm that the device can handle forms. For example, use the expression (FindString(Flow.deviceCapabilities,"FORM") > 0).
From the Toolbox, expand the Communicate category and drag a Send Application action to the desired location in the flow. If you used a Decision action in the previous step, place the Send Application action in the Decision action’s Success path.
In the Name box, type a meaningful name for the action. This name becomes the name of the Send Application action in the flow.
In the Application Name box, enter the name, which matches the application name configured at the connector integration level.
In the Application URL box, enter the data to be sent to iMessage apps. The URL parameters transmitted must be specific to your application’s requirements and must match the parameters expected by your iMessage app. For example, a location-based application uses the following parameters: "?name=Vanlife%20Pickup&deliveryDate=09-06-2025&destinationName=Salt%20Lake%20City%20Airport&street=West%20Terminal%20DriveSt&state=UT&city=Salt%20Lake%20City&country=USA&postalCode=84122&latitude=40%2E7903&longitude=%2D111%2E9771&extraCharge=155%2E00&isFinalDestination=true".
Configure the image, title, and subtitle for the received message bubble.
Continue building the flow based on your business needs, including the action’s Success and Failure paths.

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