Rich messages
Some channel apps, such as Apple Messages for Business, support what are referred to as rich messages. Rich messages contain information that you can use to generate interactive content and experiences that take place within that app. For example, you can create a rich message that a representative can send to a customer that provides a tailored list of options that the user can select from.
By creating and publishing channel-specific rich messages, your organization's customer support team can send them to customers, and you can use the rich message content when you're designing automated experiences. For example, if your organization plans to apply Apple Pay so that representatives can assist customers in making payments, you can create an Apple Pay rich message. This message helps you capture details that are important for processing payments, such as currency details, contact information, and more. Similar options are available for elements such as authentication settings. For more information, see Rich messages in conversation control.
Create rich messages for Apple Messages for Business
You can create rich messages in the Customer Service admin center app. You can find them by selecting Productivity under Agent Experience, and then on the Productivity page, selecting Manage next to Rich messages.
When you create a rich message, you'll need to supply the following information:
Name - A descriptive name that representatives will use to search for rich messages.
Locale - The language of the rich message. Rich messages are filtered by locale within representative sessions.
Type - Defines the type of message that you're creating. You can select from the following options:
- Apple Pay
- Authentication
- Custom JSON
- Forms
- List Picker
- Suggested Reply
- Time Picker
- Video Rich Link
- Website Rich Link
Tags - A message type tag is automatically added to each rich message. You can add other relevant search tags to the rich message. These tags help representatives identify the correct rich message when searching for them.
Allow agents to configure - Certain rich message types allow agents to update the contents before sending to customers. When you enable configurations, agents can modify the rich message for that instance. These modifications won't affect the original rich message. You can enable agent editing for the following rich message types: List Picker, Suggested Reply, Time Picker, Video Rich Link, and Website Rich Link.
The Designer tab allows you to build the rich message type based on your needs. For example, the List Picker type has the following configuration options:
Message title - The title of the message that will be displayed to the customer.
Message subtitle - This text appears below the message title. You can use it as a call-to-action text or to provide more context that's not included in the message title.
Image URL - The image that's displayed to customers in the list picker's message and customer's response message. Image URLs must be a valid image type. Videos and GIFs aren't supported.
Section - A List Picker type is composed of one or more sections that contain at least one item. The following fields are part of each section.
Section title - Title for each section that can provide context and instructions for customer responses.
Allow multi-select - Specifies whether the customer can select one or more items within the section. By default, sections are single select.
List items - Each section must have at least one option. You can add options by selecting Add option, or you can remove them by selecting Remove. Each option has the following fields.
Option title - The title field is required and will be what appears as the customer's response in the message's app and in conversation control. Titles should be simple and straightforward. Use the subtitle field for more details.
Option subtitle - Subtitles are optional and you can use them to provide details about an option, such as add-on costs, item descriptions, and other secondary information.
Image URL - A valid image URL for adding an image beside a list option. Images are optional and shouldn't be used in place of the title or subtitle text.
Response message - An optional response message that you can add to the List Picker rich message. This text appears in the customer's response, below selection choices.
Based on the type of rich message that you create, different configuration options will be available. Some types require more setup than others. For example, because the Apple Pay type is used for processing payments, other information such as the currency, shipping methods, and contact details are needed. This extra information is defined as JSON in the application.
For more information about designing each rich message type, select the following documentation links: