Genesys Cloud provides mobile push notification functionality that alerts app users about new messages when offline, requiring configuration of platform-specific integrations with Firebase Cloud Messaging (FCM) for Android or Apple Push Notification Service (APNS) for iOS. The feature requires appropriate licensing (Genesys Cloud CX 2, CX 3, CX 2 Digital, CX 3 Digital, or CX 1 Digital Add-on II), External Contacts setup, and enabled Identity Resolution to store mobile app identifiers.
Configuration involves creating push integrations through the IT and Integrations menu with separate workflows for each platform. Android integration requires FCM credentials including a private key in single-line format with 'n' line separators, while iOS integration requires APNS credentials and a signing key ID. Both integration types utilize Details, Configuration, and Credentials tabs with optional notes fields, and Genesys Cloud securely encrypts all stored credentials. Multiple integrations can be created to support different apps, platforms, or environments such as staging and production.
Integrations operate under three statuses: Active (ready for Messenger deployment), Inactive (saved but unused), and Deleted (permanently removed). Integrations can be temporarily deactivated without deleting configuration, which supports certificate rotation or environment migration workflows. After creation, integrations appear in the Integrations list view for subsequent activation and management.
Implementation requires enabling push notifications in Messenger configuration and assigning at least one configured Android (FCM) or iOS (APNS) integration to a Messenger deployment to enable mobile notifications. Different integrations can be selected per platform as needed. After completing all configuration steps, the Messenger must be saved and deployed. The Operational console provides error tracking and push delivery failure diagnostics to support troubleshooting of integration issues.
Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 1 Digital Add-on II license
Organization is set up to operate with External Contacts.
Identity Resolution is enabled. This feature stores the mobile app identifier required to send push messages. For more information, see About External Contacts.
The Push Notification service sends alerts to app users about new messages when they are offline. Mobile push notifications let your app inform users about unread messages, even if the app isn’t running. To enable this feature, first configure platform-specific integrations that connect your mobile app to Firebase Cloud Messaging (FCM)for Android or Apple Push Notification Service (APNS) for iOS.
Note: Genesys Cloud uses platform-native push services to deliver notifications. These services rely on credentials provided by Google and Apple, such as FCM server keys and APNS certificates.
Configure push notifications
To enable push notifications, perform the following steps:
Push integrations allow you to securely connect your mobile application to Apple and Google push services. Each integration represents a specific app instance and platform. For example, MyApp – iOS Production.
To create a new integration, perform the following steps:
Click Admin.
Under Integrations, click Integrations.
Click Menu > IT and Integrations > Integrations.
Click + Create Integration and choose your platform (Android or iOS).
In the Search field, type Push Notification Integrations. Click the image to enlarge.
Select the platform and create the integration as provided below.
To create an integration for Android, perform the following steps:
In the Firebase Cloud Messaging app, the Details tab is displayed by default. Click the image to enlarge.
(Optional) In the Notes field, enter the required notes.
Click the Configuration tab. Click the image to enlarge.
In the Properties section, enter the details in the fields as required.
In the Advanced section, enter the details in the fields as required.
In the Credentials section, in the FCM Credential section, click Configure. Click the image to enlarge.
In the Configure Credentials dialog box, in the Private Key field, enter the password.
Click OK.
Signing key input accepts single-line parameters, whereas the signing key in the .p8 fi8 file is multiline. To transform into a single-line key, each line should be appended with ‘\n’. For example:
To create an integration for iOS, perform the following steps:
In the Apple Push Notification Service (APNS) app, the Details tab is displayed by default. Click the image to enlarge.
(Optional) In the Notes field, enter the required notes.
Click the Configuration tab. Click the image to enlarge.
In the Properties section, enter the details in the fields as required.
In the Advanced section, enter the details in the fields as required.
In the Credentials section, in the APNS Credential section, click Configure. Click the image to enlarge.
In the Configure Credentials dialog box, in the Signing key ID field, enter the password.
Click OK.
Click Save.
All credentials are securely stored and encrypted by Genesys.
Note: The push configuration interface separates Android and iOS platforms because each requires different credentials and formats. You can create multiple integrations to support various apps, platforms, or environments. For example, staging and production.
Once you create the integration, it is listed in the Integrations list view. Each integration can display any of the following statuses:
Active: Ready to be assigned to a Messenger deployment.
Inactive: Saved, but not currently in use.
Deleted: Permanently removed.
Note: You can temporarily deactivate an integration, such as when rotating certificates or migrating environments, without deleting the configuration.
For more information about enabling push notifications, see Configure Messenger.
For more information about assigning an integration to a messenger deployment, see Deploy Messenger.
Select the configured Android (FCM) or iOS (APNS) integrations from the list.
Note: Assign at least one push integration to enable mobile notifications. For each supported platform, you can select a different integration.
In case you face any issues when setting up integrations, refer to Operational console to check errors or push delivery failures.
Once you complete all the steps, save and deploy the messenger.
[NEXT] Was this article helpful?
Get user feedback about articles.
Configure mobile Push Notifications - Genesys Cloud Resource Center