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Plan Your Apple Messages for Business Customer Journey
While it’s tempting to jump into creating an enhanced Apple Messages for Business channel, take some time to plan your messaging strategy. We’ve provided sample questions to get you started.
Required Editions
| View supported editions. | |
This article applies to:
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Enhanced Apple Messages for Business channels |
This article doesn’t apply to:
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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 |
| Planning Question | Details |
|---|---|
| What are your goals for your Apple Messages for Business channel? | Your goals determine many aspects of your channel setup, including routing and reusable content. For ideas, see this worksheet published by Apple. |
| Where do you want customers to start an Apple Messages conversation with your business? | Decide which channel entry points to activate. For example, do you want customers to see the option to message you when they visit your website or open your mobile app? See Contacting Customers in Apple Messages for Business. |
| How do you want Apple Messages inquiries to be routed to your support team, and what roles would enhanced bots or AI agents play? | Select a routing method and decide how to route different types of inquiries. For example, route customers to different queues based on whether they clicked Tech Support or Change Plans on your mobile app. See: |
| What interactive content do you want service reps to be able to send to customers? | Apple requires Apple Messages for Business channels to provide a rich, interactive messaging experience. In Salesforce, you can meet this requirement by creating messaging components, whose formats include questions with options, payment requests, and forms. Service reps, Einstein bots, and AI agents can send these components during a messaging session. See Interactive Messaging Components. |
| What text-only reusable content do you want service reps to be able to send to customers? | To show reps a list of text responses that they can choose from, use quick text or suggested replies. Quick text and suggested replies standardize the content and tone of your support team’s messages and save reps and customers time. See: |
| What customizations do you want to make to protect customers’ privacy and honor their data preferences? | Follow best practices for messaging data handling, such as setting up sensitive data rules that mask credit card numbers or profanity. See Protect Customer Data and Privacy in Service Cloud Messaging. |
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