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Considerations for Apple Messages for Business
With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced Apple Messages for Business channels |
This article doesn’t apply to:
|
Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and Bring Your Own Channel |
Appropriate Use
When using Apple Messages for Business with Salesforce Messaging, follow Apple policies on live support, unsolicited messages, deleted conversations, trigger words, PII, privacy policies, and prohibited use cases. See the Apple documentation: Appendix A—Policies.
- If a service rep opens the messaging session in multiple console tabs (for example,
opening it directly and then opening it through the Messaging End User record), several
known issues occur:
- Normally, after a service rep transfers a messaging session, their AgentWork record closes and a new AgentWork record is opened for the receiving service rep. In a two-tab scenario, the AgentWork record for the service rep who transferred the session remains open in the second tab. As a result, that service rep’s stats aren’t accurate.
- The messaging inactivity timer fails for this messaging session.
Migrating from Another Messaging Service Provider
If you’re already communicating with customers over Apple Messages for Business through a different messaging service provider (MSP), you can’t import their conversation history or contact ID into Salesforce. However, you can change the MSP of your Apple Messages for Business account to Salesforce Messaging.
Individual-Object Linking
To implement individual-object linking for an Apple Messages for Business channel, use the Messaging Platform Key as the unique identifier that links a messaging user record for an Apple Messages for Business channel to a contact record. See Create a Flow to Link Individuals to Messaging Sessions.
Content Sharing
You can send several types of content in Apple Messages for Business channels.
| Content Type | Supported? |
|---|---|
| Text | Yes, up to 50,000 characters |
| Emojis | Yes |
| Images | Yes, up to 100 MB File types: .png, .jpg, .jpeg, .bmp, .tiff |
| Animated images (GIFs) | Yes, for inbound only |
| Stickers | Yes, for inbound only |
| Documents | Yes, up to 100 MB File types: .txt, .pdf, .psd, .rtf, .xls, .xlsx, .doc, .docx, .ppt, .json, .pptx, .pps, .ppsx, .csv, .xml, .pkpass, .ics, .exe, .zip, .usdz |
| Audio files | Yes, up to 100 MB File types: .mp3, .caf |
| Video files | Yes, up to 100 MB File types: .mov, .mp4, .3gp |
Apple Messages for Business channels have these limitations related to sharing content.
- If a customer sends unsupported content such as an .mpeg file, an error message notifies service reps that the customer sent a message with unsupported content. Service reps can ask the customer to share the information another way.
- When a customer sends an image, the service rep sees a preview in the Service Console and can download the image. File previews aren’t supported, but reps can download files.
- Service reps see customers’ tapback reactions, but can’t add their own.
