Set up an Apple Messages for Business channel

  • 5 minutes

With Apple Messages for Business as a channel in Omnichannel for Customer Service, you can take advantage of more capabilities, such as rich messages, which will help enhance the customer experience when they're working with representatives. Additionally, you can apply features such as Apple Pay.

Key elements in setting up an Apple Messages for Business channel include:

  • Creating an Apple Messages for Business messaging account.

  • Deploying an Apple Messages for Business workstream and channel.

  • Setting up rich messages that representatives can use when engaging with customers.

  • Defining authentication settings.

  • Creating payment profiles that you can use with Apple Pay.

Get started

Before you set up the Apple Messages for Business channel in Omnichannel for Customer Service, make sure that you've met the following prerequisites:

  • Register your business with Apple Business Register, which helps you connect your organization to Apple applications. For more information, see Apple Business Register.

  • Enable Messages for Business and create a Messages for Business account for your brand. For more information, see Apple Messages for Business Accounts Introduction.

  • Set up the messaging service provider by using the correct URL that's provided for your geographical region. You can find the correct URL for your geographical region at Geo location API Endpoint URLs.

In Omnichannel for Customer Service, Apple Messages for Business is considered a social messaging application. Essentially, you'd set up this channel as you would other social channels in the application. You'll need to create a messaging account record for each social messaging platform that you intended to use (Apple Messages for Business in this case). After you've created a messaging account, you can create an Apple Messages for Business workstream and then add the messaging account as a channel. You can create Apple Messages messaging accounts in the Customer Service admin center application. Go to Channels  and then select Manage next to Messaging accounts.

When defining a messaging account, you'll need to provide the following information:

  • Name - Name of the Apple Message for Business application.

  • Channel - Set the channel to Apple Messages for Business.

On the account details screen, specify your Apple Messages for Business account ID. You can locate your account ID by going to your organization's Apple Business Register. Open the Apple Messages for Business account, go to the Messaging Service Provider configuration, select  Test your Messaging Service Provider connection, and then copy the account ID by selecting Copy ID.