<h2 id="introduction">Introduction</h2>
<ul>
<li>Version: <code>2.4</code></li>
<li>Last update: 19 April 2022</li>
</ul>
<p>Apple Messages for Business is a service that allows your organization to directly 
message with your customers using the Messages app. You can also use the full power of the 
iMessage framework to help your customers resolve issues, schedule appointments, make 
purchases, or make payments with Apple Pay. Businesses engage with a Messaging Service 
Provider (MSP) to manage customer inquiries through Messages for Business. Depending on your 
configuration, your customers can start a conversation through a Messages for Business 
entry point from your website, your app, emails and other touch points. Depending on your 
configuration, customers can also find your business and start a conversation from within 
Apple Maps or by tapping on your phone number.</p>
<div align="center">
   <figure>
  <img src="./images/heroImage.png" width="500" height="274"/>
   </figure>
</div>


<p>The first step to communicating with your customers using Messages for Business is through Apple 
Business Register, where you can create a Messages for Business account. As shown in the diagram 
below, you need an MSP to connect your business to the Messages for Business service. An MSP provides 
the software and services necessary to allow your agents to respond from their consoles to 
customer messages sent from the Messages app on Apple devices. You can find a list of approved 
MSPs on Apple Business Register.</p>
<div align="center">
   <figure>
      <img src="./images/msp-m4b-flow.png" alt="Messages for Business service flow" title="Messages for Business service flow" width="700" height="300"/>
      <figcaption>The Messages for Business service flow</figcaption>
   </figure>
</div>

<p>Providers of business messaging and messaging service platforms can apply for an MSP account 
on Apple Business Register as well. There are very specific requirements for this type of 
account and applications are carefully reviewed.</p>
<h2 id="qualifying-as-a-business">Qualifying as a Business</h2>
<p>To qualify for a Messages for Business account you must have an asynchronous messaging platform 
staffed by live agents during business hours. Your business must use an Apple-approved MSP.</p>
<p>In addition, your business must be willing and capable of offering comparable service to 
your customers over Messages for Business that it currently provides over your telephone support line.</p>
<h2 id="qualifying-as-a-messaging-service-provider">Qualifying as a Messaging Service Provider</h2>
<p>To qualify for a commercial MSP account your platform must support asynchronous messaging 
with live agents and basic automation support. Your platform is also expected to have the 
capability to determine customer intent, queue, prioritize, and route messages to the 
appropriate agent or group of agents, and send and receive messages and app content to 
your clients’ customers using the Messages for Business service.</p>
<p>Apple selects those businesses for the Messages for Business MSP program that have clients in the 
medium-to-large enterprise categories and are live on other asynchronous messaging channels. 
Once selected for the Messages for Business MSP program, you must complete full integration of all 
Messages for Business features and commit to staying current with all future updates and enhancements.</p>
<p>Operationally, you must demonstrate your capability to assist your business clients to 
be <em>launch ready</em> for Messages for Business. Launch ready means that your business clients must 
demonstrate the ability to resolve all customer queries that are regularly resolved over 
their telephone support line. In addition, your business clients must create a Messages for Business 
experience for each of the top 20 reasons that customers contact them. You must also provide 
technical support and guidance with integrating their apps and business services, such as a 
customer relationship management, authentication, and order management systems, with your 
platform to provide a rich Messages for Business experience.</p>
<p>To successfully launch brands with Messages for Business, you must develop a traffic ramp plan to 
support this channel, defining ways to drive users to use it, and ensure resources are in 
place to support it as usage increases. To enable intelligent resource planning, you need 
to work with brands to collect customer satisfaction and net promoter surveys, and other metrics.</p>


Understanding Apple Messages for Business

Messages for Business Accounts

<h2 id="onboarding-with-messages-for-business">Onboarding with Messages for Business</h2>
<p>Before you create your Messages for Business account, review the following Messages for Business onboarding 
overview the Messages for Business team designed. The diagram below provides you with a high-level 
overview of setting up the Messages for Business experience from beginning to end.</p>
<div align="center">
   <figure>
      <img src="./images/e2e-circle-v2.png" alt="Messages for Business onboarding end-to-end flow" title="Messages for Business onboarding end-to-end flow" width="710.5" height="323" />
      <figcaption>The Messages for Business onboarding end-to-end flow</figcaption>
   </figure>
</div>

<h3 id="register-your-account">Register Your Account</h3>
<p>Registering your Messages for Business account requires the following actions. For a more in-depth
guide, see <a href="/resources/messages/messaging-documentation/register-your-acct#getting-started">Register Your Account</a>.</p>
<p><strong>Register your organization</strong>. Register your organization at <a href="https://register.apple.com/messages">Apple Business Register</a>.</br>
<strong>Create your Messages for Business account</strong>. Create your Messages for Business account, upload your branding, 
and select your Messaging Service Provider (MSP). </br>
<strong>Approval</strong>. The Apple approval process can take anywhere from 1-2 business days. Be sure 
to account for the time needed and submit your account for approval as soon as possible.</br>
<strong>Team members</strong>. Provide backup contacts for your Messages for Business account by adding any 
additional team members to the account.</br>
<strong>Connection</strong>. Testing your ability to send and receive messages may require you to connect 
your CRM with your Messaging Service Providers (MSPs) console.</br></p>
<h3 id="plan-for-your-customers-journey">Plan for Your Customer&#39;s Journey</h3>
<p>Using the <a href="/resources/messages/messaging-documentation/resources/Messages-for-Business_UseCases.pdf">Use Case template</a>, 
define your most common use cases.</p>
<p><strong>Channel goals</strong>. Define channel goals by completing and returning the <a href="/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf">Readiness Assessment</a>.</br>
<strong>Use cases</strong>. Determine the top contact drivers for customers or benchmark use cases that 
you want to support in the channel and meet the defined goals.</br>
<strong>Interactive features</strong>. Consider how you currently address the defined use cases, then 
implement interactive features to support your customer&#39;s journey.</br>
<strong>Entry points</strong>. Plan for entry points that can drive customer engagement, such as <a href="/resources/messages/messaging-documentation/message-with-customers#adding-a-messages-button-to-your-website">adding Messages 
buttons</a> or using <a href="/resources/messages/messaging-documentation/message-suggest">Message Suggest</a>.</br></p>
<h3 id="design-your-user-experience-and-implement">Design Your User Experience and Implement</h3>
<p>Once you complete filling out your Use Case template, work with your MSP to apply <a href="/resources/messages/messaging-documentation/best-practices">Best Practices</a> 
and design and implement solutions for each use case. </p>
<p><strong>Automated messages</strong>. Support an automated welcome message to greet customers, including an 
off-hours message. For more information on <a href="/resources/messages/messaging-documentation/ux-design">Design and Implement your User Experience</a>.</br>
<strong>Triage customers</strong>. Design a welcome <a href="https://register.apple.com/resources/messages/msp-rest-api/type-interactive.md#list-picker-message">List Picker</a> 
menu to triage customer intents and route appropriately. For more information on intents and routing, see <a href="/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values">About Intent, Group, and Body Values</a> </br>
<strong>Satisfaction surveys</strong>. Design a customer satisfaction survey list picker. Refer to <a href="/resources/messages/messaging-documentation/resources/MessagesForBusiness_Sample_Survey.zip">CSAT survey design and code samples</a> 
for ideas.</br>
<strong>Authentication and Apple Pay</strong>. Configure Authentication and Apple Pay, if needed. Align 
with your MSP to get the full set of instructions.</br></p>
<h3 id="prepare-operations-and-marketing">Prepare Operations and Marketing</h3>
<p><strong>Tracking</strong>. Plan to track defined channel goals with your MSP to measure your Messages for Business success.</br>
<strong>Training agents</strong>. Update agent scripts and train agents, in console, for Messages for Business 
messaging and features.</br>
<strong>Register for Message Suggest</strong>. Register your phone numbers  for Message Suggest.</br>
<strong>Marketing preparedness</strong>. Prepare your marketing plans  for launch and include press releases.</br></p>
<h3 id="pass-apples-qa-review">Pass Apple&#39;s QA Review</h3>
<p>Refer to the use case template you worked on during your planning phase to help you to 
set up a use case for the review. The following actions may take anywhere from 1-2 weeks:</p>
<ul>
<li>Coordinate your user experience QA with Apple 2 weeks before launch.</li>
<li>Supply Apple with your finalized use cases and testing customer details.</li>
<li>Apple signs-off on automated agent interaction.</li>
<li>Complete a live agent test session with Apple.</li>
<li>Implement feedback  provided by Apple before launch.</li>
</ul>
<h3 id="go-live">Go Live!</h3>
<p>On your selected go-live date, you or your MSP need to activate your account and entry 
points. You need to schedule a performance review with your MSP.</p>
<h3 id="analyze-metrics-and-grow">Analyze Metrics and Grow</h3>
<p>The following actions may take anywhere from 3-5 weeks to gather and analyze the data:</p>
<ul>
<li>Review channel performance 30 days after launch.</li>
<li>Increase discoverability by adding additional <a href="/resources/messages/messaging-documentation/customer-journey#entry-points">entry points</a>.</li>
<li>Review how current <a href="/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values">intents</a> 
are being supported and plan for optimization.</li>
<li>Consider adding more customer intents to add more value to the channel.</li>
<li>Review metrics every 30 days to continuously improve channel.</li>
</ul>


End-to-end Overview

<h1 id="getting-started">Getting Started</h1>
<p>The onboarding steps for both Messages for Business accounts and Messaging Service Providers (MSPs) 
require an Apple review at different points in the process. While Apple is reviewing your 
progress, you can start planning your Messages for Business solution. If you are registering for a 
Messages for Business account, research your business needs and provide a process plan that identifies 
and authenticates your customers needs within Messages for Business to your MSP. Approved MSPs receive 
access to detailed documentation and our dedicated support team to assist your business 
needs.</p>
<p>Apple recommends that you follow Messages for Business <a href="/resources/messages/messaging-documentation/policies">Policies</a> and <a href="/resources/messages/messaging-documentation/best-practices">Best Practices</a> 
to ensure a positive customer experience using Messages for Business.</p>
<h3 id="registering-for-the-messages-for-business-service">Registering for the Messages for Business Service</h3>
<p>Setup your organization’s profile in <a href="https://register.apple.com">Apple Business Register</a> 
to use the Messages for Business service. Assign team members the roles of administrator and sponsoring 
executive before beginning the application process. It is recommended that you designate 
more than one team member to the roles needed to complete the onboarding process. These 
roles are designated during the registration process.</p>
<p>The complete organization onboarding process, including applying for either Messages for Business 
accounts or MSP account, requires actions from an administrator, a technical contact, and 
a sponsoring executive. The administrator uses Apple Business Register to register the 
organization and approve the TOU on behalf of the sponsoring executive, the technical 
contact can set up Messages for Business Accounts, MSPs, and brands, and the sponsoring executive 
agrees to the TOU. You should have these program contact roles identified prior to 
registration. See Assigning Roles to Your Team Members.</p>
<h3 id="assigning-roles-to-your-team-members">Assigning Roles to Your Team Members</h3>
<p>Before you begin your organization registration, assign the roles below to team members. 
Apple recommends that you have more than one team member for each role. Each team member 
assigned a role must have an Apple ID that uses your organization’s email.</p>
<ul>
<li>Administrative contact: An employee that an Apple Business Register representative can 
contact for technical issues. The administrator can also register the business using 
Business Register. It is recommended to have two administrative contacts for redundancy.</li>
<li>Technical contact: An employee that an Apple Business Register representative can contact 
for technical issues.</li>
<li>Sponsoring executive: A senior member of your team responsible for overseeing your 
Messages for Business project to agree to the Terms of Use (TOU).</li>
</ul>
<h2 id="onboarding-your-messages-for-business-accounts">Onboarding Your Messages for Business Accounts</h2>
<p>Messages for Business account onboarding requires actions from a technical contact to setup 
services, and configure and test the account with the MSP. For more information on all the 
roles needed to setup your Messages for Business Accounts, see <a href="#assigning-roles-to-your-team-members">Assigning Roles to Your Team Members</a>.</p>
<p>The following diagram shows the Messages for Business accounts onboarding process. First, you begin 
by creating your Messages for Business accounts, which includes registering your organization 
to use the Messages for Business service. During the Messages for Business account creation process, you 
can either select an Apple approved MSP provider from the list or give the 
URL provided by your MSP. Once this step is completed, you can register each brand your 
organization owns for a Messages for Business account. You can create an account for testing, 
development, staging, or production. Work with your MSP to design, configure, and test a 
positive customer experience. Once your account has been fully configured and thoroughly 
tested with your MSP, contact your Apple Business Register representative for a launch 
readiness review.</p>
<div align="center">
   <figure>
      <img src="./images/Brands-flow.png" alt="Messages for Business account onboarding process" title="Messages for Business account onboarding process" width="700" height="86" />
      <figcaption>The Messages for Business account onboarding process</figcaption>
   </figure>
</div>

<p>Use the following steps to complete your onboarding with Messages for Business:</p>
<p><strong>Select your Apple Business Register service</strong>. When you first login using your Apple ID, 
click Get Started. Scroll down the page to add the Business Accounts for Messages service.</p>
<p><strong>Create Your Messages for Business Account</strong>. Click on Messages for Business Accounts to register and 
submit your Messages for Business account for an Apple review. You can also create a 
Messages for Business account for each brand you own to use Messages for Business. See <a href="#create-a-commercial-messages-for-business-account">Create a Commercial Messages for Business Account</a>.</br></p>
<p><strong>Connect to your Messaging Service Platform</strong>. Test your Messages for Business account to verify 
you can send and receive messages through your MSP. See <a href="#messaging-platform-configuration">Messaging Platform Configuration</a> 
and <a href="#account-testing">Account Testing</a>.</br></p>
<p><strong>Configure your website and app Messages for Business buttons</strong>. Configure the Messages for Business button 
on your website and app. See <a href="/resources/messages/messaging-documentation/message-with-customers#design-your-website-and-app-for-the-messages-buttons">Configure Your Website and App Messages for Business Buttons</a>.</br></p>
<p><strong>User Experience Review</strong>. Contact your Apple Business Register representative to begin a 
review of your use cases. See <a href="#user-experience-review">User Experience Review</a>.</br></p>
<p><strong>Tell Apple if you are ready to launch</strong>. Apple will review your account to verify it meets 
the standards for customer interaction. See <a href="#ready-to-launch">Ready to Launch</a>.</br></p>
<p><strong>Launch Messages for Business to your customers</strong>. Make your Messages for Business publicly available. See 
<a href="/resources/messages/messaging-documentation/message-with-customers#design-your-website-and-app-for-the-messages-buttons">Design Your Website and Messages Buttons</a>.</br></p>
<p><strong>Configure your iOS entry points</strong>. Once your Messages for Business buttons are publicly available, 
go to Apple Business Register to enable your business and place cards. See <a href="#configure-your-ios-entry-points">Configure Your 
iOS Entry Points</a>.</br></p>
<p><strong>Refine and improve your customer&#39;s Messages for Business experience</strong>. Use metrics and use cases 
to further enhance your customer’s user experience. See <a href="/resources/messages/messaging-documentation/metrics#optimize-your-customers-messages-for-business-experience">Optimize Your Customer’s Messages for Business Experience</a>.</br></p>
<h2 id="create-a-commercial-messages-for-business-account">Create a Commercial Messages for Business Account</h2>
<p>Commercial Messages for Business accounts are used for production. At the end of this exercise you 
should have at least one commercial account registered and ready for Apple to review.</p>
<blockquote>
<p><strong>TIP</strong>
You can click Progress, located in the upper right corner, at any time to view the status 
of your account in the Messages for Business workflow.</p>
</blockquote>
<p><strong>Manage Services</strong>. Add Business Accounts for Messages, then click Done.</p>
<p><strong>New account</strong>. Click Add new and on the Messages for Business Accounts page, click Get Started.</p>
<p><strong>Messages for Business Policies</strong>. Acknowledge the Messages for Business account policies by reading and 
selecting each checkbox, then click Next.</p>
<p>By selecting a checkbox you are agreeing to the policy. You cannot proceed unless all 
checkboxes are selected.</p>
<h3 id="overview-1-messages-for-business-account">Overview 1: Messages for Business Account</h3>
<p>You’re presented with an overview for registering a new Messages for Business account. Click Next.</p>
<p><strong>Account Applicant</strong>. Fill out or verify your organization’s information. Click Next when 
you’re done.</p>
<p><strong>Messages for Business Account Type</strong>. Select <em>Commercial Account</em>, then click Next. </p>
<p><strong>Account Contacts</strong>. Enter the technical contact and sponsoring executive for this account, 
then click Next.</p>
<p><strong>Number of Locations</strong>. Select the number of public locations for your business. If your 
business has only one location accessible to the public, select One Public Location and enter your location information. 
If your business has multiple locations or is an online business, you&#39;ll be guided on 
creating a brand.   </p>
<h3 id="overview-2-brand-information-card">Overview 2: Brand Information Card</h3>
<p>You are presented with an overview to set up your brand cards.</p>
<p><strong>Brand</strong>. You can add a new brand or select from an existing brand. For new brands, you 
need to fill out the form and click Add.</p>
<p>When you’ve completed your selection, click Next.</p>
<p><strong>Brand Information Card Details</strong>. Fill out or verify the information in the form and 
click Next.</p>
<p><strong>Messaging Response Hours</strong>. Select your timezone and hours of operation, then click Next. </p>
<p><strong>Response Hours</strong>. Select the timezone, estimated time for a live agent to respond to 
customers during office hours, and your support&#39;s response hours.</p>
<h3 id="overview-3-business-identity">Overview 3: Business Identity</h3>
<p>In this section, you’ll provide your logo and choose a background color for the Messages 
app and listing.</p>
<p>Decide on the brands that your organization wants to display to your customers in the 
Messages app. For each brand owned by your organization, your customers can start a separate 
conversation in the Messages app. A brand should have a name, logo, and color scheme. For 
design guidance, see <a href="https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/branding/">Human Interface Guidelines &gt; Messages for Business &gt; Branding</a>.</p>
<blockquote>
<p><strong>Note</strong>
A Messages for Business account is only available to the official owners of a brand. Franchisees 
and other similar business owners have to work through their brand owner to use Messages for Business.</p>
</blockquote>
<p>You can upload a square or wide logo to display in the Messages header and iOS searches, 
and choose the type of logo that appears on the Messages for Business Message header when a customer 
initiates a message conversation. When customers search for your business, Messages for Business 
displays a square logo in the search results of Apple Maps, as well as in 
Messages for Business Messages header. You can also specify the background color 
to use for the Messages for Business Message header and a color for the back and info icons. For 
design guidance, see <a href="https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/logo/">Human Interface Guidelines &gt; Messages for Business &gt; Logo</a>.</p>
<p>The screenshot below displays the Messages header with a square logo on the left and a wide 
logo on the right. Notice how the background color matches the logo&#39;s colors. Also, the 
white of the header buttons stand out against the darker background color, making them 
easily visible in both headers.</p>
<div align="center">
   <figure>
      <img src="./images/SquareLogo-banner.png" alt="Square logo" title="Square logo" width="250" />
      <figcaption>A square logo</figcaption>
   </figure>
   <figure>
      <img src="./images/WideLogo-v2.png" alt="Wide logo" title="Wide logo" width="250" />
      <figcaption>A wide logo</figcaption>
   </figure>
</div>

<p><strong>Square Logo</strong>. Add a square logo that follows the Human Interface Guidelines for logos, 
then click Next.</p>
<p><strong>Review your Square Logo</strong>. In this screen, verify your logo’s appearance in both dark 
and light modes. Select the checkboxes and click Next.</p>
<p><strong>Wide Logo</strong>. Add a wide logo that follows the <a href="https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/logo/">Human Interface Guidelines</a> 
for logos, then click Next.</p>
<p><strong>Review your Wide Logo</strong>. Verify your logo’s appearance in both dark and light modes.</p>
<p><strong>Message Header Colors</strong>. Choose the background and button hex-color for the header that 
appears in the Messages app. You can preview your color choice with your logo for dark and 
light modes.</p>
<p><strong>Review your Message Header</strong>. Verify the color and logo in the preview. Select the 
checkboxes and click Next.</p>
<h3 id="overview-4-messaging-platform-configuration">Overview 4: Messaging Platform Configuration</h3>
<p><strong>Platform</strong>. Select your Messaging Service Platform provider or provide your MSPs URL. 
Click Next to continue.</p>
<p><strong>Submit your profile</strong>. After you submit your profile, and you don’t have any alerts, 
the status area on the profile page shows that Apple is reviewing your profile. If you do 
have alerts, you need to fix them before you can submit your profile for review. </p>
<h2 id="messaging-platform-configuration">Messaging Platform Configuration</h2>
<p>Once you have finished creating all of your Messages for Business accounts and brand profiles, 
test your connection with each of your Messages for Business accounts to your MSP.</p>
<p>After integration is complete, you are ready to test with your internal testers. While 
your Messages for Business account is in test mode, only your testers are able to send and receive 
messages. In addition to sending and receiving messages, you should test the integration 
with the built-in features (<a href="https://register.apple.com/resources/messages/msp-rest-api/type-interactive#time-picker-message">time picker</a>, 
<a href="https://register.apple.com/resources/messages/msp-rest-api/type-interactive#list-picker-message">list picker</a>, 
and <a href="https://register.apple.com/resources/messages/msp-rest-api/type-interactive#apple-pay-message">Apple Pay</a>), 
as well as any Message apps that you have created. </p>
<h3 id="verify-your-msp-connection">Verify Your MSP Connection</h3>
<p>When you set up your Messages for Business account, the wizard takes you through setting up your 
connection with your MSP. Once Apple approves your Messages for Business, you need to verify the 
link between your Messages for Business account and your MSP account as it enables your MSP to 
correctly route your messages. </p>
<ol>
<li>Sign in to Apple Business Register and click on Messages for Business Accounts. On the left 
side, click on the account you want to test. </li>
<li>Scroll to the Messaging Service Platform Configuration section. On the right, click 
the Connect to with the name of your MSP. Click Connect.</li>
</ol>
<blockquote>
<p><strong>NOTE</strong> 
If the link Connect to... is not available, wait until Apple approves your Messages for Business 
account before proceeding with this step.</p>
</blockquote>
<ol start="3">
<li>Clicking Connect takes you to your MSPs landing page to complete the account linking 
process. Your MSP must confirm that your MSP account is linked to your Messages for Business 
account. If you have any questions whether this completed successfully, please contact 
your MSP directly. Apple cannot assist with this step. </li>
<li>Once you received confirmation from your MSP that your Messages for Business account is linked 
to your MSP account, you can return to your Messages for Business account page in <a href="https://register.apple.com/">Apple Business Register</a>.</li>
</ol>
<h2 id="account-testing">Account Testing</h2>
<p>Account testing is an important aspect of setting up your Messages for Business account. It allows 
you to determine if the connections, entry points, and console are working. Work with your 
MSP to determine how best to test your Messages for Business account and add authorized testers, if necessary.</p>
<h3 id="add-testers">Add Testers</h3>
<p>Use the following steps to add internal testers to your Messages for Business account:</p>
<ol>
<li><p>Sign in to Apple Business Register.</p>
</li>
<li><p>Click Messages for Business Accounts and select the account to add testers.</p>
<blockquote>
<p><strong>TIP</strong> 
Whether you are a business or an MSP ensure you and your team members have an Apple ID 
using your organization’s email address.</p>
</blockquote>
</li>
<li><p>Scroll down the page to Account Testing. </p>
</li>
<li><p>Add your internal tester&#39;s Apple IDs.</p>
</li>
<li><p>Click Send to new testers to send an instructional email to your testers when your 
list is complete and you&#39;re ready to begin testing. </p>
</li>
<li><p>Click Submit in the Messages for Business account profile for Apple to approve your changes.</p>
</li>
</ol>
<p>Apple Business Register sends an instructional email containing a link to your Messages for<br>Business conversation to the Apple ID email address of each tester. If a tester doesn&#39;t receive 
the email, then recheck that their email address is provided in the Account Testing section. 
The email address maybe wrong or not an Apple ID. For security and privacy reasons, Apple 
can&#39;t verify Apple ID email addresses.</p>
<h3 id="test-sending-and-receiving-messages">Test Sending and Receiving Messages</h3>
<p>Activating the link contained in the testers email allows testers to send messages to your 
agents who can reply from your MSP agent desktop. When testing, be aware of the following details:</p>
<ul>
<li>Design a test to include your support agent desktop and webpage which triggers the 
appropriate built-in features and Message apps.</li>
<li>You should observe messages sent from an iOS device are now arriving to your test business. 
Employees testing from your support agent desktop or webpage should be able to respond to these test messages. </li>
<li>Your testers may notice your brand colors are not visible in the Messages header. Brand 
color is not available while your account is in test mode. Your brand&#39;s colors display 
correctly once your account goes online. </li>
<li>If you send the testing link to someone whose email is not listed in the Account 
Testing section, then they will be unable to send messages.</li>
<li>If you provide a Redirect Page URL and your testers try to enter Messages for Business from an 
unsupported device, then they land either on a default or redirected page. You can set 
your Redirect Page URL in the &quot;Unsupported Devices&quot; section at the bottom of your Messages 
for Business account page.</li>
</ul>
<p>Use the following steps to begin testing:</p>
<ol>
<li>From a supported device, ask your testers to find the email sent to them. </li>
<li>Click the link in the email from a supported device which takes them to a Messages 
for Business conversation in the Messages app.</li>
</ol>


Register Your Account

Plan Your Customer's Journey

<h2 id="design-your-website-and-app-to-include-the-messages-buttons">Design Your Website and App to include the Messages Buttons</h2>
<p>Place a button to give your customers an easy way to access your support.
Design your Messages buttons that will appear on your website and app, and have Apple review the call-to-action (CTA) text. Do not enable them until your account is approved to go online. You can place the
buttons on contact information, support, order confirmation, product, and order history
pages. When you&#39;re done, your website and app should have the Messages buttons configured
and enable-ready for your customers to use.</p>
<p>Use one of Apple’s provided CTA’s to help your customers understand the type of support they can expect to receive. You can also leverage the standalone Messages app button in case you have a widget or a the in the context of a smaller area.</p>
<table>
<thead>
<tr>
<th><strong>Button Type</strong></th>
<th><strong>Description</strong></th>
</tr>
</thead>
<tbody><tr>
<td><img src="./images/Button-v3/SVG/Messages for Business - Message Us - Black.svg" alt="Message us - dark" title="Messages Us - CTA" width="193" height="50" /></td>
<td>&quot;Message Us&quot;, call-to-action.</td>
</tr>
<tr>
<td><img src="./images/Button-v3/SVG/Messages for Business - Contact - Black.svg" alt="Contact an Agent - dark" title="Contact an Agent - CTA" width="257" height="50" /></td>
<td>&quot;Contact an Agent&quot;, call-to-action.</td>
</tr>
<tr>
<td><img src="./images/Button-v3/SVG/Messages for Business - Ask - Black.svg" alt="Ask a Question - dark" title="Ask a Question - CTA" width="225" height="50" /></td>
<td>&quot;Ask a Question&quot;, call-to-action.</td>
</tr>
<tr>
<td><img src="./images/Button-v3/SVG/Messages for Business - Get Help - Black.svg" alt="Get Help - dark" title="Get Help - CTA" width="155" height="50" /></td>
<td>&quot;Get Help&quot;, call-to-action.</td>
</tr>
<tr>
<td><img src="./images/Button-v3/SVG/Messages for Business - Icon.svg" alt="Messages app" title="Messages" width="69" height="70" /></td>
<td>Messages app icon only</td>
</tr>
</tbody></table>
<p>The images below display the output of the Messages button or icon on a website.</p>
<div align="center">
<figure>
  <img src="./images/msg-icons-mode.png" alt="Messages button icons mode" title="Message icons mode" width="320" height="243" />
  </figure>
  <figure>
    <img src="./images/msg-cta-mode.png" alt="Messages button CTA mode" title="Message CTA mode" width="320" height="243" />
</figure>
</div>

<p>For more information about best practice positioning and using alternative style (dark or light), see <a href="https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/buttons/">HIG Buttons</a>
in the Messages for Business Human Interface Guidelines.</p>



<h2 id="adding-a-messages-button-to-your-website">Adding a Messages Button to Your Website</h2>
<p>Give your customers the ability to start a conversation with you, through your website’s
Messages button. </p>
<h2 id="using-the-pngsvg-button">Using the PNG/SVG Button</h2>
<p>Make sure you use an appropriate call-to-action message so your customers know that they can get resolution to their questions by tapping this entry point.
Download the <a href="/resources/messages/messaging-documentation/resources/MessagesForBusiness_Button_Assets.zip">PNG/SVG button resources</a> and can then create the HTML link around the image of the button and CTA. Format this link
as described in <a href="/resources/messages/messaging-documentation/message-with-customers#starting-a-message-from-a-url">Starting a Message from a URL</a>.</p>
<h2 id="starting-a-message-from-a-url">Starting a Message from a URL</h2>
<p>Customers may start a message using a URL you provide. When customers click the URL, the system
redirects them to Messages so they can send your business a text message.</p>
<p>You decide how and where to provide the URL. You can include it as a link in an email message,
on your website, or use it as the action for a button in your app.</p>
<p>The URL to use is <code>https://bcrw.apple.com/urn:biz: &lt;your-business-id&gt;</code>, replacing <code>&lt;your-business-id&gt;</code>
with the business ID you received from Apple after registering with Messages for Business.</p>
<p>There are optional query string parameters you can include in the URL:</p>
<ul>
<li><code>biz-intent-id</code></li>
<li><code>biz-group-id</code></li>
<li><code>body</code></li>
</ul>
<p>The biz-intent-id parameter lets you specify the intention, or purpose, of the message.
The biz-group-id parameter lets you indicate the group, department, or individuals best
qualified to handle the customer’s particular question or problem. The body parameter
prepopulates the message so the customer only has to hit send to initiate the conversation.
For more information, see <a href="/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values">About Intent, Group, and Body Values</a>.</p>
<p>Here’s an example of what the URL might look like for a bank customer with a question for
the credit card department:</p>
<pre><code>https://bcrw.apple.com/urn:biz:9c231233-d943-482a-b913-7c625ba19988?biz-intent-id=account_question&amp;biz-group-id=credit_card_department&amp;body=Order%20additional%20credit%20card
</code></pre>
<blockquote>
<p><strong>NOTE</strong>
Parameters and data attributes that form the URL, such as the intent, group, and body,
must not contain a subset of URI reserved characters, such as &amp;, #, [], (), {} and /.</p>
</blockquote>
<h2 id="about-intent-group-and-body-values">About Intent, Group, and Body Values</h2>
<p>Businesses define the values for the intent, group, and body parameters, and these parameters
are included in a URL that initiates a chat session in Messages when a customer clicks or
taps the Messages button.</p>
<p>When a customer starts a chat session through your app or website, you can choose to include
the following three parameters as part of the URL for defining messages:</p>
<ul>
<li>Intent, or purpose, of the chat.</li>
<li>Group designates the department or individuals best qualified to handle the customer’s
particular question or problem.</li>
<li>Body, a parameter that prepopulates a message for your customers so all they need to do
is tap Send in Messages.</li>
</ul>
<p>Use the intent, group, and body values to define the customer&#39;s intent so you can quickly
direct them appropriately within your support organization. How you define these values
is up to you.</p>
<p>For example, if your company is a financial institution and a customer contacts you with
a question about their credit card account. The customer taps or clicks a Messages
button, and Messages provides an autogenerated response, &quot;How may we help you today?&quot;.
Messages opens when the customers clicks the Messages button, and displays a greeting
with a list of options to choose from. For example, these options could include &quot;Credit Card
Account,&quot; &quot;Checking Account,&quot; and &quot;Savings Account,&quot; among others.</p>
<p>The customer taps one of the options (the intent)—in this case, &quot;Credit Card Account&quot;—which
routes the message to the Credit Card Department (the group).</p>
<p>The body parameter, which you add manually to a URL, allows you to provide more granular
information such as &quot;Order an additional credit card.&quot; Messages for Business uses the body value
to prepopulate a message for your customers so all they need to do is tap Send in Messages.
In this example, the customer taps a chat button which opens a prepopulated text message,
&quot;Order an additional credit card.&quot; The customer only needs to tap Send to notify the business
of their intent and initiate the conversation.</p>
<blockquote>
<p><strong>NOTE</strong>
The Spotlight entry point doesn&#39;t allow intent and group values.</p>
</blockquote>
<h2 id="starting-a-message-from-your-app">Starting a Message from Your App</h2>
<p>You can let a customer start a message from your app by creating a class button and adding it
to the app’s user interface. Build the Messages button so that it calls the Messages for Business URL
link used in the target-action mechanism to initiate a conversation with your business when
the customer taps the button.</p>
<p>Use the <a href="/resources/messages/messaging-documentation/resources/MessagesForBusiness_Button_Assets.zip">SVG/PNG button images</a>
to create a Messages button class. Make sure you use an appropriate CTA message so your customers know that they can get
resolution to their questions by tapping this entry point. For more information about using
the Messages button for your website or app, see <a href="https://developer.apple.com/design/human-interface-guidelines/messages-for-business/">Messages for Business Human Interface Guidelines</a>.</p>

Message with Your Customer

<h2 id="triggering-message-suggest">Triggering Message Suggest</h2>
<p>When your customers tap on any of your registered business phone numbers, a phone sheet appears 
allowing your customers to choose between voice and messaging. The Message Suggest feature 
allows your customers to contact you through Apple Messages for Business in the Messages app. </p>
<p>Brands can reduce phone call volume by offering Message Suggest instead. Given that messaging 
offers a better agent to customer concurrency ratio compared with either voice or live chat, 
brands can potentially reduce their contact center operational costs by launching Message Suggest.</p>
<p>You can trigger Message Suggest from search, Apple Maps, and a website.</p>
<div align"center">
  <figure>      
    <img src="./images/Apple-Store-Message-Suggest-Enabled.png" alt="Message Suggest triggered from search" width="180" height="403" />
    <figcaption>Message Suggest from search</figcaption>
  </figure>   
  <figure>                                                                                                                       
    <img src="./images/AppleWeb-Message-Suggest.png" alt="Message Suggest triggered from a website" width="180" height="403" />
    <figcaption>Message Suggest from a website</figcaption>                                                                                                                  
  </figure>
  <figure>
    <img src="./images/AppleMaps-Message-Suggest.png" alt="Message Suggest triggered from Apple Maps" width="180" height="403" />
    <figcaption>Message Suggest from Apple Maps</figcaption> 
  </figure>                                                                                                         
</div>



<h2 id="benefits--getting-started">Benefits &amp; Getting Started</h2>
<p>By enabling Message Suggest, you can:</p>
<ul>
<li>Deflect calls before they reach your IVR queue</li>
<li>Reduce voice support costs by shifting call volume to messaging</li>
<li>Increase customer satisfaction by reducing wait times and getting cut-off in mid-conversation 
on phone lines</li>
<li>Better customer experience with built-in features, such as Apple Pay, list pickers, 
time pickers, and augmented reality</li>
</ul>
<h3 id="get-started-today">Get Started Today!</h3>
<p>Send an email to the <a href="mailto:business-register@apple.com?subject=Message%20Suggest%20--%20Enrollment">Messages for Business team</a> 
with the following <a href="/resources/messages/messaging-documentation/resources/Message_Suggest_Form.xlsx">Message Suggest form</a> and Apple can set up the numbers for you using the 
to aid you in developing the appropriate response and tracking for customers going through 
this channel.</p>
<ul>
<li>Provide your business phone contact hours.</li>
<li>Provide all of your primary and high call volume phone numbers.</li>
<li>Provide your current call volume for these phone numbers.</li>
<li>Provide the intent and body parameters to associate with each phone number. Intent, group, 
and body values define a customer&#39;s intent so you can quickly direct them to the appropriate 
group within your support organization. For more information, see <a href="/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values">About Intent, Group, and Body Values</a>.</li>
<li>Provide how many agents you have to support customers over Messages for Business.</li>
</ul>
<p>The following screenshots are of an 
an iPhone with no Message Suggest and with Message Suggest (right).</p>
<div align"center>
  <figure>
    <img src="./images/AcmeBank-disabled-crop.png" alt="AcmeBank-disabled-crop" width="320" height="324" />
    <figcaption>no Message Suggest</figcaption>
  </figure>
  <figure>
    <img src="./images/AcmeBank-opening-hours.png" alt="AcmeBank-opening-hours" width="320" height="324" /> 
    <figcaption>Message Suggest ebabled</figcaption>
  </figure>
</div>

<h2 id="measuring-message-suggest-volume">Measuring Message Suggest Volume</h2>
<p>The effectiveness of the Messages for Business channel is assessed by measuring the conversion from voice to chat, by tracking overall reduction in call volume, increased customer satisfaction and NPS scores, and reduction in operational costs.</p>
<p>To accurately measure the conversion from voice to messaging from Message Suggest, you can 
calculate the conversion rate by measuring the phone call volume before and after enabling 
Message Suggest. For example, the call volume on a phone number prior to Message Suggest was 350 
per day. After Message Suggest, the message volume from Message Suggest is 70 per day and the 
call volume decreased by same amount. Based on this information you can calculate that 
20% of calls convert to messaging. </p>
<p>For a detailed approach, track Message Suggest performance on brand properties as described 
in the best practices below.</p>
<p><strong>Capture taps on all pages where the registered phone number appears</strong>. Measure the number 
of taps on the registered phone number on the page from where the tap originated on your 
website and iOS app, if applicable.</br></p>
<p><strong>Measure taps from iOS 13 and later</strong>. Make sure you are capturing the taps on the 
registered phone number by iOS 13+ users only. Message Suggest is enabled for iOS 13 and later.</br></p>
<p><strong>Measure Message Suggest volume.</strong> Track the intent ID for all incoming messages to measure 
the volume of messages from Message Suggest. When a customer chooses the Messages for Business option 
on the Message Suggest UI, the message delivers the intent ID value in the header.</br></p>
<p><strong>Model your call volume</strong>. Customers tend to rely on search engines to quickly find a phone 
number. Message Suggest volume from search engine results should also be considered in calculating 
the conversions. Plan to apply the conversion rate from web analytics to overall call to 
messaging volume.</br></p>
<p><strong>Determine your conversion rate</strong>. You can find the conversation rate by taking the total 
number of taps on a phone number and divide it by the number of Message Suggest messages received 
from that same phone number.</br></p>
<p>The following conditions may affect your conversion rate:</p>
<p><strong>Additional iOS entry points to Messages for Business</strong>. Track other brand-enabled entry points, 
such as Apple Maps, Siri, or business card, separately for measuring conversion rates.</br> </p>
<p><strong>Other Message Suggest entry points</strong>. Consider incoming volume from other sources, such as 
phone taps on search engine results and other social media sites, when calculating the 
conversion rate.</br></p>
<p><strong>Messages button on the website</strong>. If brands place the Messages button on the 
website or app, it contributes to an increase in overall volume of Messages for Business messages. 
However, this may decrease the conversation rate, if the Message Suggest registered phone 
number is also on the same page.</br></p>
<h2 id="maximizing-message-suggest">Maximizing Message Suggest</h2>
<p>To reduce phone support costs, you should try to maximize message volume by deflecting 
voice calls. Based on the observations Apple has made since launching the Message Suggest 
feature, we recommend the following best practices to maximize volume from Message Suggest.</p>
<p><strong>Register all primary numbers</strong>. For higher deflection to messaging, register phone numbers 
with high call volume for Message Suggest.</br></p>
<p><strong>Make sure the registered phone numbers are easily tappable on your web sites and apps.</strong> 
Use the E.164 format for registered phone numbers to trigger the Message Suggest UI in iOS. 
Images or text-formatted phone numbers are not tappable. For more information on how to 
create tappable telephone links, see <a href="https://developer.apple.com/library/archive/featuredarticles/iPhoneURLScheme_Reference/PhoneLinks/PhoneLinks.html">Phone Links</a>.</br></p>
<p><strong>Ensure high visibility to maximize volume</strong>. Verify that Message Suggest enabled numbers are easily<br>visbile across your mobile website, search results and apps. Availability ensures that all brand 
iOS customers have access to the feature which results in higher deflection and reduced call volume.</br></p>
<p><strong>Setup automated message for off hours</strong>. Because Messages for Business is asynchronous, customers 
can message brands at any time including off hours when live agents aren’t available. For 
brands not leveraging automation to assist customers during off hours, Apple recommends 
that you provide an automated response to inform customers that live agents can address 
their inquiry when they return.</br></p>
<p><strong>Appropriate call-to-action message set by Apple to meet capacity</strong>. Assuming customers 
always have access to a live agent, Apple sets your call-to-action messages so that customers 
understand that they can get help quickly from a live agent. You have the option to change 
it to meet your business needs. Contact the <a href="mailto:business-register@apple.com?subject=Message%20Suggest%20--%20Enrollment">Messages for Business Team</a> 
to update your call-to-action text.</p>


Message Suggest Guide

<h2 id="responding-to-customers">Responding to Customers</h2>
<p>It’s important that conversations with customers feel personal and meaningful. 
You can accomplish this by using an informal tone and following some best practices.</p>
<h2 id="live-agents">Live Agents</h2>
<p><strong>Make an introduction.</strong> Always introduce live agents when a conversation begins, after transferring a customer to a new agent. </p>
<p><strong>Limit conversations to a single agent at a time.</strong> Individual senders aren’t visibly identified in the conversation. If another agent is needed, ask for permission to transfer the customer.</p>
<p><strong>Make sure transfers between agents are smooth.</strong> The customer should never be forced to start again or re-explain an issue. After transferring the customer to another agent, the new agent should resume the existing conversation where the previous agent stopped.</p>
<h2 id="automated-messaging">Automated Messaging</h2>
<p><strong>Clearly identify automated agents.</strong> In Apple Messages for Business, automated messaging often refers to a welcome greeting performed by 
a bot. Automated messaging shouldn&#39;t be confused with a bot solution that employs a list 
picker or some other interactive to help a customer triage their problem using a string of questions.
Auto-respond to first message in a new conversation shall be provided within 5 seconds. 
When the customer starts a conversation with an automated system, provide a message like
 “This is an automated agent.” or “I&#39;m an automated agent.”</p>
<p><strong>Allow switching from an automated to a live agent.</strong> A live agent must be reachable anytime the customer texts the word help. 
If a customer sends help outside of normal customer service hours when live agents aren’t available, 
an automated response should let them know when a live agent is able to respond. 
Additionally, if an automated agent doesn’t understand a request, the agent must seamlessly transition to a live agent after displaying a message like “I&#39;m routing your message to a live agent to better assist you.”</p>
<p>Live agent shall introduce themselve when taking over a conversation from an automated agent.</p>
<h2 id="triage-customers">Triage Customers</h2>
<p>When a customer contacts your brand using Messages for Business, the fastest way to get 
them to their destination is to provide a list of simple questions, commonly referred to as 
triaging. You can refer to your use case template to determine which questions are the most 
asked, and then put together a list of yes or no questions that lead to more questions. Once 
your list is complete, work with your Messaging Service Provider (MSP) to design a list picker. 
This style of questioning should aid you in sending your customer to the appropriate group, 
if necessary. The following is an example of triage questions:</p>
<ul>
<li><p>Are you having a problem with a product? (Y/N)</p>
<ul>
<li>Select the type of product you&#39;re contacting us about: (Product selection)<ul>
<li>Provide troubleshooting questions on the selected product.</li>
</ul>
</li>
</ul>
</li>
<li><p>Are you having a problem with delivery? (Y/N)</p>
<ul>
<li>Do you have a deliver tracking number?<ul>
<li>Please enter the number:</li>
</ul>
</li>
</ul>
</li>
</ul>
<p>Triage questioning can be as simple or as in-depth as you need, but for a better customer 
experience, try to keep them simple. In some cases, the end result may lead the customer 
to a live agent. In most cases, the triage menu can provide solutions to the customers problem.</p>
<h2 id="creating-great-responses">Creating Great Responses</h2>
<p><strong>Use familiar, understandable words and phrases.</strong> Avoid acronyms or technical terms that might cause confusion.</p>
<p><strong>Use images.</strong> An image often provides immediate clarity for something that’s complex or otherwise requires extensive discussion. 
When asking a customer to choose a product, for example, you can make the choice easier by showing product photos. 
When a customer reports physical damage to an item, ask for a photo so they don’t have to spend time describing the damage.</p>
<p><strong>Provide assurance that you can help.</strong> For example, when a customer asks about a product, 
you might respond with “I see that you’re asking about [Product Name]. How may I help you with it?”</p>
<p><strong>Don&#39;t ask for previously provided information.</strong> Agents can access the entire conversation history, including previous responses and recent transactions,
 so there should be no need to ask a customer to repeat information.</p>
<p><strong>Respond quickly and appropriately to actionable requests.</strong> Certain keywords provide enough information for you to take action without asking for more input.</p>
<table>
<thead>
<tr>
<th><strong>Keywords</strong></th>
<th><strong>Action</strong></th>
</tr>
</thead>
<tbody><tr>
<td>agent, support, help</td>
<td>Transfer to a live agent.</td>
</tr>
<tr>
<td>menu, list</td>
<td>View a menu or list of available items.</td>
</tr>
<tr>
<td>unsubscribe, spam, stop, end</td>
<td>Turn off notifications.</td>
</tr>
<tr>
<td>settings, preferences</td>
<td>Display messaging options or preferences.</td>
</tr>
</tbody></table>
<p><strong>Set expectations when you can’t respond immediately.</strong> If an immediate response isn’t possible, thank the customer for the message and give an estimated wait time. 
Customers waiting for a live agent should never wait more than five minutes for an update on their position in the queue. 
If a customer sends a message after hours when live agents aren’t available, an automated response should let them know when a live agent is able to respond.</p>
<p><strong>Respond only to active conversations.</strong> When a customer ends a conversation, they shouldn’t receive additional messages unless they initiate a new conversation.</p>
<p><strong>Offer further assistance before ending a conversation.</strong> After addressing a customer’s issue, ask if you can help with anything else.</p>
<h2 id="notifications">Notifications</h2>
<p><strong>Ask for permission before enrolling a customer in notifications.</strong> Don’t assume people always want notifications. When a customer opts into notifications, explain how to opt out in the future. For example, you could send a response that says “You’re now signed up for order status notifications. Send ‘unsubscribe’ at anytime to turn off notifications.” Make sure your opt-out process is straightforward and easy to remember.</p>
<p><strong>Support standard subscribe and unsubscribe actions.</strong> When the customer texts subscribe or unsubscribe, you should enable or disable notifications accordingly, or present a way to change subscription options.</p>
<p><strong>Use a list picker or quick replies to enable changes to settings.</strong> If you offer messaging options or preferences, present them in a list of choice at the customer’s request; 
for example, when the customer texts the word <em>settings</em>, <em>preferences</em>, <em>subscribe</em>, or <em>unsubscribe</em>.</p>
<h2 id="satisfaction-surveys">Satisfaction Surveys</h2>
<p>Once you complete an interaction with a customer, you may want to provide them with a customer 
service satisfaction (CSAT) survey. Typically, CSAT surveys are randomly provided at the end 
of both digital and agent experiences. For a better customer experience, provide the CSAT 
surveys after the experience and not after every FAQ.</p>
<p>Work with your MSP to design a list picker CSAT survey to send your customers. For ideas, 
refer to <a href="/resources/messages/messaging-documentation/resources/MessagesForBusiness_Sample_Survey.zip">CSAT survey design and code samples</a>.</p>
<h2 id="authentication-and-apple-pay">Authentication and Apple Pay</h2>
<p>Messages for Business allows authentication information to safely pass between customers 
and brands on your MSPs platform using authentication endpoints. When a customer purchases 
services or good from your business through Messages for Business, the customer can use 
Apple Pay, an easy and secure way to make the payment.</p>
<p>You can work with your MSP to set up both options for your customers.</p>


Design and Implement Your User Experience

<h1 id="preparing-your-teams-for-launch">Preparing Your Teams for Launch</h1>
<p>Launch ready means that your agents are available to resolve all customer queries that are
regularly resolved over the telephone support line. Prepare your support operations and
marketing, as necessary. You can conduct the following launch readiness activities:</p>
<ul>
<li>Train your agents for asynchronous support</li>
<li>Register your primary phone numbers for Message Suggest</li>
<li>Schedule a QA review with Apple and implement their feedback to improve experience</li>
<li>Inform Apple Messages for Business team when you wish to launch to the public</li>
</ul>
<h2 id="tracking">Tracking</h2>
<p>Plan to track defined channel goals with your MSP to measure your Messages
for Business success. To implement tracking, look at the tools to use for Messages for Business, such as
websites, entry points, and surveys. Work with your MSP to coordinate on how best to collect
and measure data.</p>
<p>You can use website analyitics to understand click-rates for Message Suggest registered phone
numbers. On some of your entry points, you can implement intent, group, and body values to
track why customers are contacting you and where they&#39;re directed. Provide customer
satisfaction surveys after digital encounters and collect information. You can also measure
how often a customer needs to escalate to an agent after interacting with a bot.</p>
<h2 id="training-agents">Training Agents</h2>
<p>Update your live agent scripts and work with your MSP to train your agents. Ensure your
console agents are thoroughly trained in working in the MSP console with the different
Messages for Business features implemented in your design.</p>
<h2 id="marketing-preparedness">Marketing Preparedness</h2>
<p>Prepare marketing plan for launch. You can use information located in 
<a href="https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/screenshots/">screenshots</a>
to add to your marketing collateral. If you have any press release plans, contact the
<a href="mailto:business-register@apple.com?subject=PR%20Request">Messages for Business team</a></br></p>


Ops and Marketing Preparation

<h1 id="user-experience-review">User Experience Review</h1>
<p>When your account is ready, contact your Apple Messages for Business team and let them know that 
your account is ready for submission to the Brand Experience QA review. The QA review is 
conducted by Apple to test your responsiveness and adherence to conversational guidelines. 
The QA review determines the overall look and feel of the conversation transcript, and whether 
logos and names are used correctly. Apple tests the rich elements integrated into your design, 
such as list pickers, time pickers, and rich links. Also, they test the support for any 
predefined use cases.</p>
<p>The Messages for Business reviewers act as regular users, customers, or prospects of your business. 
They follow predefined use cases, but may also ask questions off the script to test 
real-world scenarios an agent or bot may encounter in a day-to-day business conversation 
or transaction. Depending on available resources, the review is conducted in the language, 
or languages, supported by your business. Usually, the review takes less than one hour to 
complete.</p>
<p>Before submitting your account to the Brand Experience QA review, your account needs to meet 
the following requirements:</p>
<ul>
<li>Connect your Apple Messages for Business account and confirm that messages are delivered.</li>
<li>Configure, activate, and test bots, if applicable.</li>
<li>Prepare agents for handling Apple Messages for Business traffic and train them on the supported 
use cases.</li>
<li>If any use case scenarios require providing credentials, such as check order status, 
provide such credentials to your Apple Business Register representative in advance of the 
test.</li>
</ul>
<p>Within a few days following the test, Apple sends a brief report with a list of any issues 
observed by the testers.</p>
<h3 id="next-steps">Next Steps</h3>
<p>Fix any issues listed in the report received from Apple. Once all issues have been addressed, 
you can move on to the section, see <a href="/resources/messages/messaging-documentation/go-live">Go Live!</a>.</p>


Pass Apple's QA

<h1 id="ready-to-launch">Ready to Launch</h1>
<p>Launch your Messages for Business account after you pass a Brand Experience QA and Apple approves 
your account. Let your Apple Messages for Business team know the date and time you want to launch 
so they can coordinate entry point activation, such as the business phone numbers you registered 
with Message Suggest, with your launch tasks. Complete the following launch tasks to ensure your 
brand is ready to accept customers:</p>
<ul>
<li>Log into Register and submit your Messages for Business account to go online. Once Apple approves 
this change in status on the Messages for Business account, it will display as Online. </li>
<li>Ready your support agents to receive messages. Your business may begin receiving customer 
messages as soon as your entry points are publicly visible. For more information on preparing 
your agents see <a href="/resources/messages/messaging-documentation/prep-ops-mktg">Prepare Ops and Marketing for Launch</a></li>
<li>Enable the Messages button on your Apple Maps locations, you may need to add the country where 
your physical locations reside. Selecting countries does not affect the visibilty of your 
iOS entry points. For more information on Apple Maps place cards, see <a href="/resources/messages/messaging-documentation/customer-journey#entry-points">Entry Points</a>. </li>
<li>Enable the Messages for Business buttons within your website and app, and launch Messages for Business for 
your customers. If you need to add Messages buttons to your website, see <a href="/resources/messages/messaging-documentation/message-with-customers#adding-a-messages-button-to-your-website">Adding a Messages Button to Your Website</a>.</li>
</ul>
<p>If you have any questions, send an email to your Apple Messages for Business team at <a href="mailto:business-register@apple.com">business-register@apple.com</a>.</p>


Go Live!

<h1 id="optimize-your-customers-messages-for-business-experience">Optimize Your Customer’s Messages for Business Experience</h1>
<p>After launching Apple Messages for Business, growing the channel through intelligent optimization 
is necessary to leverage the platform’s full potential for your business.</p>
<p>Although Apple doesn&#39;t provide any metrics, if you don&#39;t have metrics or analytics to gather, 
you can work with your Messaging Service Provider (MSP) to obtain the metrics you need.</p>
<h2 id="first-30-days">First 30 Days</h2>
<p>The first 30 days should be spent monitoring the agent team to make sure they can resolve 
all customer issues within the messaging channel, and to create a prioritized list of ways 
to improve agent training.</p>
<p>By the end of the first 30 days, the brand and MSP should appoint an optimization team with 
representatives from both the brand and the MSP.</p>
<p align="center">
  <img src="./images/msp-dashboard.png" width="500" height="336" />
</p>

<h2 id="areas-of-improvement">Areas of improvement</h2>
<p>At the end of the first 30 day period, the optimization team should review the operational 
metrics, focusing on the intents that have the greatest frequency, the worst CSAT, or highest 
agent time-to-resolve. The optimization team should select a few of the worst intents to improve:</p>
<ol>
<li>Intents with the highest frequency are candidates for automation. </li>
<li>Intents with the lowest CSAT can usually be improved by connecting the customer more 
quickly to a live agent.  </li>
<li>Intents with the highest time-to-resolve can usually be improved through agent training, 
improving self-serve content, refining agent productivity tools like the agent desktop or 
Natural Language Processing (NLP) or bot system, or by improving customer productivity 
through apps or ABC built-in features.</li>
</ol>
<p>The brand and MSP optimization team should create a regular process to review the worst intents 
and implement fixes, tracking how their improvements are reflected in driving higher customer 
satisfaction or lower agent time-to-resolve.</p>
<h2 id="automating-intents">Automating intents</h2>
<p>The optimization team should continue automating the most frequent and repetitive intents 
to increase live agent team capacity. Typically, a large enterprise can reach a level where 
at least 70% of customers are fully assisted by an automated agent without connecting to a 
live agent.</p>
<h2 id="increasing-traffic">Increasing Traffic</h2>
<p>The optimization team should increase messaging traffic in the following order, managing volume 
where necessary so that customers are connected with live agents within 3 minutes:</p>
<ol>
<li>Register the brand’s primary numbers for Message Suggest and follow Message Suggest best practices.</li>
<li>Register all of the brand’s store phone numbers for Message Suggest, if there are physical 
locations and stores.</li>
<li>Shift all web chat traffic to Apple Messages for Business for customers on all supported Apple devices.</li>
<li>Add Apple Messages buttons to the brand’s website and app, in priority 
to phone numbers, with strong call-to-action messages, and displayed to every customer on a 
supported Apple device.</li>
<li>Add Apple Messages buttons to email broadcasts, retail packages, and within the brand’s 
stores.</li>
</ol>
<h2 id="quarterly-presentations">Quarterly Presentations</h2>
<p>After a few optimization cycles, the MSP should work with the brand team to create a 
presentation for brand executives, highlighting:</p>
<ol>
<li>Monthly operational metrics since launch.</li>
<li>How the experience of messaging in Apple Messages for Business compares to phone and other messaging 
channels in terms of customer satisfaction and time-to-resolve.</li>
<li>A breakdown of optimization activities, showing the intents selected for improvement, 
the results of optimization in terms of increased CSAT and lower agent time-to-resolve, and 
how the optimizations translate into annualized cost savings for the business; and</li>
<li>A plan to increase messaging volumes, a professional services budget to optimize the 
experience, and an estimated ROI from shifting customer traffic to ABC and continuing 
optimizations.</li>
</ol>
<h3 id="next-steps">Next Steps</h3>
<p>The outcome of the executive review should be a green light to increase customer traffic 
in Apple Messages for Business, and provide a budget for professional services to use for optimization. </p>
<p>After the green light from brand executives, the optimization team should create a plan 
for shifting agents from other channels to Apple Messages for Business. It’s best to create a 
regular cadence to train and transfer a group of agents over to Apple Messages for Business, 
along with adding customer traffic. </p>
<p>The optimization team should continue quarterly updates to brand executives to build 
confidence in the program. The team should report on how optimizing intents and shifting 
traffic from other channels to Apple Messages for Business is improving overall customer satisfaction 
and generating an ongoing annual ROI for the business.</p>


Analyze Metrics and Grow

<h1 id="best-practices">Best Practices</h1>
<p>We recommend these best practices for businesses to ensure a positive customer experience.</p>
<p><strong>Label list and time pickers appropriately.</strong> Provide appropriate titles to the list and 
time pickers so customers are clear on the contents of the pickers.</p>
<p><strong>Use iMessage apps to enhance customer experience.</strong> Analyze the top reasons why customers 
contact your business and convert resolutions that require a transaction or a workflow to 
an app experience using custom iMessage apps with your primary iOS app. Not only does this 
offer a great customer experience, it promotes your app to your customers.</p>
<p><strong>Prompt customers on next steps after installing iMessage apps.</strong> When customers receive 
a link to install an iMessage app, they should be prompted on next steps to remind them to 
tap the bubble to launch the app.</p>
<p><strong>Handle message routing using intent and group IDs.</strong> Businesses can work with MSPs to populate 
intent and group ID parameters and build business rules to route messages to appropriate groups.</p>
<p><strong>End your conversation with a customer by asking if there is anything else you can do to help.</strong> After 
helping a customer, the agent should always end conversations by asking if they can be of 
further assistance.</p>


Appendix A—Best Practices

<h1 id="policies">Policies</h1>
<p>All businesses must comply with the following Messages for Business channel policies.</p>
<p><strong>Live support available</strong>. The business must provide access to a live agent during its regular business
hours. A business must not provide a limited or bot-only solution.</p>
<p><strong>Unsolicited messages</strong>. Your business is prohibited from sending unsolicited messages. Your business
may only send a message in response to an active conversation unless you comply with the restrictions
below.</p>
<ul>
<li><p>If your business wants to send important notifications related to your customer&#39;s account status or
previous transactions, then your business must provide the following notification, &quot;We will send important
notifications related to your account status or transactions. Send &#39;Unsubscribe&#39; to manage your message
preferences.&quot;</p>
</li>
<li><p>Businesses and Messaging Service Providers (MSPs) must support subscribe and unsubscribe
operations that allow the customer to configure message delivery preferences. The List Picker should
permit the customer to select or unselect the notification types that your business may send.</p>
</li>
<li><p>At no time may your business send marketing information, promotional offers, or information related to
products or services that the customer has not purchased unless the customer has expressly sent
&quot;subscribe&quot; and provided their permission.</p>
</li>
</ul>
<p><strong>Deleted conversation</strong>. Businesses and MSPs must not send messages to customers when they expressly
delete a conversation. MSPs must handle the delete action received through Messages for Business and should not
send any further messages to the customer unless the customer initiates conversation again with the
business.</p>
<p><strong>Trigger words</strong>. Businesses that employ these features should use and respond to standardized trigger
words. Businesses should use the primary term in text sent to the customer, but should also support the
alternative words if sent by a customer.</p>
<ul>
<li>To reach a live agent, the primary term is &quot;agent&quot;. Alternatives are &quot;support&quot; or &quot;help&quot;.</li>
<li>To view a menu or list of available items, the primary word is &quot;menu&quot;. Alternatives are &quot;list&quot; or &quot;?&quot;.</li>
<li>To manage message preferences, the primary term is &quot;unsubscribe&quot;. Alternatives are &quot;spam&quot;, &quot;stop&quot;, or
&quot;end&quot;.</li>
</ul>
<p><strong>Prohibited uses</strong>. The following list of business categories are prohibited from offering 
Messages for Business to their customers:</p>
<ul>
<li>Violates any law or otherwise fails to comply with legal requirements; </li>
<li>Offers transactions involving:<ul>
<li>Cigarettes or tobacco products;</li>
<li>Vaping;</li>
<li>Counterfeit or stolen goods;</li>
<li>Firearms, weapons, or ammunition;</li>
<li>Gambling;</li>
<li>Gaming involving purchases of digital goods (customer service is allowed);</li>
<li>Illegal drugs or non-legally prescribed controlled substances;</li>
<li>Items that create consumer safety risks;</li>
<li>Items that are intended to be used to engage in illegal activities;</li>
<li>Political organizations (government institutions are allowed);</li>
<li>Pornography; or</li>
<li>Personal fundraising or collections of nonprofit donations unless approved by Apple.</li>
</ul>
</li>
<li>Primarily offers or sells drug paraphernalia or sexually-oriented items or services;</li>
<li>Promotes hate, violence, or intolerance based on race, age, gender, gender identity, 
ethnicity, religion, or sexual orientation;</li>
<li>Allows an end-user to purchase currency or establish a pre-paid account; </li>
<li>Constitutes a staged digital wallet (for example, where a second payment transaction is 
conducted in order to complete the first transaction or where there is a substitute merchant 
of record in a transaction);</li>
<li>Engages in fraud;</li>
<li>Infringes or violates the intellectual property, publicity, or privacy rights of another; or</li>
<li>Shows Apple or its products in a false or derogatory light.</li>
</ul>
<p>Apple reserves the right at any time to disable Messages for Business for any reason it deems prudent.</p>


Appendix B—Policies

<h1 id="privacy-and-security">Privacy and Security</h1>
<p>End-users and businesses can find Apple Messages for Business Privacy in different locations.</p>
<p><strong>On devices</strong>. When messaging using Apple Messages for Business for the first time, you can see 
the following privacy statement and link. When in a conversation with a business, you can locate 
the privacy statement under the information button <img src="./images/info.png" alt="info" style="height:15px; margin-bottom: 0px !important; margin-top: 0px !important;">, 
tap Messages for Business &amp; Privacy.</p>
<div align="center"> 
  <figure>
    <img src="./images/privacy-macOS-1.png" alt="First Welcome Message macOS" title="First Welcome Message" width="500" height="473" />
    <figcaption>Welcome Message on macOS</figcaption>
  </figure>
</div>

<p><strong>On iOS and iPadOS</strong>. Open Settings &gt; Messages, scroll to the bottom, and tap About Business 
Chat &amp; Privacy.</p>
<div align="center">  
  <figure>
    <img src="./images/privacy-iOS-1.png" alt="First Welcome Message iPhone" title="First Welcome Message" width="250" height="473" />
    <figcaption>Welcome Message on iPhone</figcaption>
  </figure>
  <figure>
    <img src="./images/privacy-iOS-2.png" alt="Terms preview" title="Privacy Statement" width="250" height="473" />
    <figcaption>Messages for Business and Privacy information expanded</figcaption>
  </figure>
</div>

<p><strong>On Apple website</strong>. For privacy information, see <a href="https://www.apple.com/legal/privacy/data/ww/messages-for-business/">Messages for Business &amp; Privacy</a>.</p>
<p><strong>Security</strong>. For security information, see <a href="https://support.apple.com/guide/security/secure-apple-messages-for-business-sec1c603aab4/1/web/1">Secure Messages for Business using the Messages app on Apple Platform Security</a>.</p>


Appendix C—Privacy and Security

<h2 id="general">General</h2>
<p><strong>Which operating systems can use Messages for Business?</strong></br>
Apple devices running iOS 11.3 and later or macOS 10.13.4 and later support Messages for Business.</p>
<p><strong>What is the business cost of deploying Messages for Business?</strong></br>
It depends on the scope of your Messages for Business deployment and the Messaging Service Provider
(MSP) used to implement your vision.</p>
<p><strong>What are the differences between iMessage and Messages for Business?</strong> </br>
<em>SMS</em>, <em>iMessage</em>, and <em>Apple Messages for Business</em> share the same hosting Apple Messages app available on Apple devices. Apple Messages for Business differs from the widely known iMessage by being a business to end-user service. Additionally, the encryption mechanism slightly differs from  a traditional iMessage. Apple recommends to use <em>Apple Messages</em> when referring the service to a consumer.     </p>
<p><strong>How can customers contact my business?</strong></br>
To identify a business that uses Messages for Business look for a button that looks
like a Messages bubble with a call to action (see image below). Customers can start a
Messages for Business conversation by tapping the Messages for Business button on any touch point the business
placed it, such as websites, mobile sites, emails, leaflets through a QR code, or in an iOS app.
For additional entry points, see <a href="/resources/messages/messaging-documentation/customer-journey#entry-points">Entry Points</a>.</p>
<p><strong>Can I message my employees through Messages for Business?</strong></br>
Messages for Business currently does not support internal business, or business-to-business, communications.</p>
<p><strong>Can I use my own bot to access the Messages for Business REST API?</strong></br>
A blend of bots, or virtual agents, and human agents is recommended to manage Messages for Business.
The option to escalate to a human agent is mandatory in Messages for Business. For implementation
purposes, a virtual assistant needs to access Messages for Business through a Messaging Service
Provider (MSP), not through the Messages for Business REST API.</p>
<p><strong>Can I reach out to customers through Messages for Business using their phone numbers?</strong></br>
With Apple Messages for Business, the customer must first start a conversation with your business before you can
interact with them. Apple doesn&#39;t send customer information when they start a Messages for Business conversation.
Messages for Business sends an anonymous ID, called an opaque ID, that is unique to the customer&#39;s conversation
with your business. Messaging a customer directly using their phone number won&#39;t initiate a
Messages for Business conversation.</p>
<p><strong>What is an opaque ID?</strong></br>
The opaque ID is unique to the relationship between the customer&#39;s Apple ID and the business’s business ID.
A customer has a different opaque ID for every chat they have using Messages for Business. The customer decides
if and when to share personal identifying information with the business. For more information, see <a href="https://manuals.info.apple.com/MANUALS/1000/MA1902/en_US/apple-platform-security-guide.pdf">Apple Platform Security</a></p>
<p><strong>Can I deploy Messages for Business with only virtual agents?</strong></br>
Apple recommends a blend of bots, or virtual agents, and human agents to manage Messages
for Business. The option to escalate to a human agent is mandatory in Messages for Business. Therefore,
we won&#39;t approve a deployment using virtual agents exclusively.</p>
<p><strong>What is a Messaging Service Provider?</strong></br>
An MSP implements the server-to-server REST API solutions on their messaging platform,
which makes it possible to send and receive texts and photos, request payment through
Apple Pay, and much more. They also provide the live agent console to interact with customers
and route messages, if necessary, to the correct team in your customer care center.</p>
<p><strong>Can customers reach any business?</strong></br>
Businesses need to register for Apple&#39;s Messages for Business service and confirm that they can
provide a Messages for Business service. Once Apple confirms the capability, in addition to other
details businesses provided, then the business can be reached by customers through Messages for Business.</p>
<p><strong>Can the customer add others to start a group chat?</strong></br>
Group chat with a business is not supported.</p>
<p><strong>Can businesses send message notifications to users through Messages for Business?</strong></br>
Ask for permission before enrolling a customer in push notifications. Don&#39;t assume people
always want notifications. When a customer opts into notifications, explain how they can opt
out. For example, you could send a response that says &quot;You&#39;re now signed up for order status
notifications. Text ’unsubscribe‘ at anytime to turn off notifications.&quot; Make sure your opt
out process is straightforward and easy to remember.</p>
<p>Learn more about conversation guidelines from <a href="/resources/messages/messaging-documentation/ux-design">Design and Implement Your User Experience </a>.</p>
<p><strong>Can I continue to communicate with my customer after the initial conversation?</strong></br>
Respond only to active conversations. When a customer ends a conversation they shouldn&#39;t
receive additional messages unless they initiate a new conversation.</p>
<p>Learn more about conversation guidelines from Messages for Business Human Interface Guidelines.</p>
<p><strong>What&#39;s the message exchange flow between Messages for Business service and an MSP?</strong></br>
The diagram below shows the basic flow when a customer&#39;s device sends a message to
a business. The Messages for Business service receives the message and posts it to the MSP platform
endpoint. The MSP platform takes the message, performs backend processes, if applicable,
and forwards it to the appropriate business agent for a response. The Business agent responds
to the customer, which sends the message back to the MSP platform and posts it to the
Messages for Business Service, and it is forwarded back to the Customer’s device.</p>
<p>Learn more about the <a href="https://register.apple.com/resources/messages/msp-rest-api/">Messages for Business REST API</a>.</p>
<div align="center">
   <figure>
      <img src="./images/msp-bc-process.png" alt="Messages for Business architecture" title="Messages for Business architecture" width="250" height="473" />
      <figcaption>Messages for Business service flow in detail</figcaption>
   </figure>
</div>

<p><strong>Which languages does Apple Messages for Business support?</strong></br>
Apple Messages for Business supports every language that iOS, iPadOS, and macOS support.
This includes languages read and written right-to-left and left-to-right. You can verify
supported languages through your device settings as follows:</p>
<ul>
<li>For iPhone/iPad: Go to Settings &gt; General &gt; Language &amp; Region &gt; iPhone/iPad Language, and
tap Other Languages to view the supported languages.</br></li>
<li>For Mac: Go to System Preferences &gt; Language &amp; Region &gt; Preferred languages, anc click
the plus button to view the supported languages.</br></li>
</ul>
<p>Your MSP must confirm that their platform supports the language you plan to use.</p>
<h2 id="getting-started">Getting Started</h2>
<p><strong>As a business, where do I start?</strong></br>
First, choose a Messaging Service Provider (MSP) provider to deploy your Messages for Business
solution. Apple has integrated with over 20 MSPs to date. Contact your chosen MSP to discuss
first steps. Following that, go to Apple Register and create your Messages for Business account with
Apple (at no charge). During the registration process, let us know which MSP you chose,
indicate the names of your project team, approve our terms, and upload your branding.
Then you can start implementing Messages for Business.</p>
<p><strong>What are the available MSP platforms integrated with Apple?</strong></br>
Apple has integrated with a wide variety of approved MSPs. Learn more about available MSPs
at <a href="https://register.apple.com/messages">Messages for Business</a>.</p>
<p><strong>What does an MSP platform do?</strong></br>
MSPs are responsible for receiving, routing, processing, responding where appropriate, and
forwarding customer messages to businesses. MSPs can implement the many Messages for Business
features, as well as a bot to respond to simple questions such as store hours or store locations.</p>
<p><strong>My registration has been under review for a while. How can I get help?</strong></br>
When you log into <a href="https://register.apple.com/messages">Apple Register</a> make sure
that you review all actions pending for the account. When logged in, you can also send us
a message by clicking Help. Additionally, we recommend that you contact your MSP representative.</p>


Appendix D—Frequently Asked Questions

<h1 id="messaging">Messaging</h1>
<p>The following troubleshooting steps are for sending or receiving Messages.</p>
<p>To verify that your Messages app is correctly setup, review following:</p>
<blockquote>
<ul>
<li>On iPhone or iPad: <a href="https://support.apple.com/guide/iphone/iph3d039b67/ios">Set up Messages</a></li>
<li>On your Mac: <a href="https://support.apple.com/guide/messages/ichte16154fb/mac">Set up Messages on Mac</a></li>
</ul>
</blockquote>
<p>Apple Messages for Business relies on your iMessages device settings. You can find more help in these articles:</p>
<ul>
<li><a href="https://support.apple.com/HT201422">If you get an error when trying to activate iMessage or FaceTime</a></li>
<li><a href="https://support.apple.com/HT204065">If you can&#39;t send or receive messages on your iPhone, iPad, or iPod touch</a></li>
</ul>
<h2 id="messaging-for-approved-testers">Messaging for Approved Testers</h2>
<p>For testing purposes you can manage who can message your Messages for Business account by setting the Messages for Business
messaging access in Register. To do this, you can choose to make the Messages button available to &quot;My testers&quot;
or &quot;My testers + Apple employees.&quot; Next, you need to add the the Apple IDs of the testers you want
to allow them to message the account. Make sure that you submit the account after adding the Apple IDs or
their IDs will not get stored.</p>
<p>If you encounter a non-delivered error when trying to message an account set for testers, review the following:</p>
<ol>
<li>Make sure that you have iMessages enabled and that your Apple ID is logged in with sending/receiving enabled. To check
this go to Settings &gt; Messages &gt; Send &amp; Receive.</li>
<li>Make sure that your ID is in the approved testers list in the Messages for Business account and the account is submitted.</li>
<li>Delete the conversation and completely close the Messages app.</li>
<li>Disable and then re-enable iMessagees in Settings &gt; Messages.</li>
<li>Wait 15 minutes - 1 hour, then try to message again.</li>
</ol>
<ul>
<li>If testers try to message a send Message for Business account before beeing Approved in Register, the device will show a &quot;Not Delivered&quot; alert. 
In such scenario, testers will have to wait up to 24h after beeing approved to successfully deliver their message.</li>
</ul>
<h1 id="message-suggest">Message Suggest</h1>
<p>Message Suggest works best if your device settings are correctly set on your iPhone. Review
the following steps:</p>
<ol>
<li>Verify that you&#39;re logged into Messages with an Apple ID by going to Settings &gt; Messages &gt;
Send &amp; Receive. If you&#39;re not logged in with an Apple ID, click the Use your Apple
ID for iMessages and wait a few moments to try Message Suggest again.</li>
<li>Go to Settings &gt; General &gt; Language &amp; Region. If you&#39;re tapping the phone number without
the brand&#39;s country code in front it and the device region is set to anything other than the brand&#39;s
country, then Message Suggest doesn&#39;t display. It displays only without the country code when
set to the same country as the brand&#39;s.</li>
<li>Verify that the Apple Infinite Loop number displays in Message Suggest when you tap it: <a href="tel:+14086065775">+14086065775</a>.</li>
<li>Retry by tapping any of the brand&#39;s contact phone numbers.</li>
</ol>
<p>If you’re logged in with an Apple ID in Messages and your device is set to the brand&#39;s country,
then try the following troubleshooting steps to clear the cache:</p>
<ol>
<li>Close the Messages app.</li>
<li>Clear the cache by setting the date forward and then setting the date back.</li>
<li>Restart the device and wait approximately 30 seconds.</li>
<li>Send a Message to a non-Messages for Business account.</li>
<li>Tap the following number to see if Message Suggest triggers for you: <a href="tel:+14086065775">+14086065775</a>.</li>
<li>Try tapping any of the brand&#39;s contact phone numbers.</li>
</ol>


Appendix E—Troubleshooting

<h1 id="revision-history">Revision History</h1>
<table>
<thead>
<tr>
<th>Date</th>
<th>Version</th>
<th>Summary</th>
</tr>
</thead>
<tbody><tr>
<td>19 April 2022</td>
<td>2.4</td>
<td>Register links updated.</td>
</tr>
<tr>
<td>31 March 2022</td>
<td>2.3</td>
<td>Apple Messages localized new buttons.</td>
</tr>
<tr>
<td>23 March 2022</td>
<td>2.2</td>
<td>Apple Messages new buttons and update to Design and Implement your User experience. Human Interface Guidelines links updated.</td>
</tr>
<tr>
<td>25 November 2021</td>
<td>2.1.1</td>
<td>Fixes.</td>
</tr>
<tr>
<td>25 October 2021</td>
<td>2.1</td>
<td>Added Quick Reply supported.</td>
</tr>
<tr>
<td>20 September 2021</td>
<td>2.0.0</td>
<td>Rebranded Business Chat to Messages for Business; Message Suggest to Message Suggest; removed &#39;BETA&#39; from Quick Reply.</td>
</tr>
<tr>
<td>22 June 2021</td>
<td>1.0.0</td>
<td>Initial release.</td>
</tr>
</tbody></table>
<h3 id="revision-number-incrementation">Revision Number Incrementation</h3>
<table>
<thead>
<tr>
<th>Version</th>
<th>Explanation</th>
</tr>
</thead>
<tbody><tr>
<td><strong>1</strong>.0.0</td>
<td>Major revision. Includes number increment and new content.</td>
</tr>
<tr>
<td>1.<strong>0</strong>.0</td>
<td>Minor revision. Includes number increment and changes to current content, such as content corrections, graphics, grammar, etc.</td>
</tr>
</tbody></table>


Appendix F—Document Revision History

<h2 id="design-your-website-and-app-to-include-the-messages-buttons">Design Your Website and App to include the Messages Buttons</h2>
<p>Please access our new page: <a href="/resources/messages/messaging-documentation/message-with-customers">Message with your Customers</a></p>


Chat with your Customers

Search

Terms of Use for Apple Business Register

Terms of Use for Apple Messages for Business

Messages for Business Use Cases

Message Suggest Form

Messages for Business Button Assets

Business Chat Button Assets

Messages for Business - Sample Survey

Messages for Business Readiness Review

Introduction

 * Version: 2.4
 * Last update: 19 April 2022

Apple Messages for Business is a service that allows your organization to
directly message with your customers using the Messages app. You can also use
the full power of the iMessage framework to help your customers resolve issues,
schedule appointments, make purchases, or make payments with Apple Pay.
Businesses engage with a Messaging Service Provider (MSP) to manage customer
inquiries through Messages for Business. Depending on your configuration, your
customers can start a conversation through a Messages for Business entry point
from your website, your app, emails and other touch points. Depending on your
configuration, customers can also find your business and start a conversation
from within Apple Maps or by tapping on your phone number.

[./images/heroImage.png]

The first step to communicating with your customers using Messages for Business
is through Apple Business Register, where you can create a Messages for Business
account. As shown in the diagram below, you need an MSP to connect your business
to the Messages for Business service. An MSP provides the software and services
necessary to allow your agents to respond from their consoles to customer
messages sent from the Messages app on Apple devices. You can find a list of
approved MSPs on Apple Business Register.

Messages for Business service flow [./images/msp-m4b-flow.png] The Messages for
Business service flow

Providers of business messaging and messaging service platforms can apply for an
MSP account on Apple Business Register as well. There are very specific
requirements for this type of account and applications are carefully reviewed.


Qualifying as a Business

To qualify for a Messages for Business account you must have an asynchronous
messaging platform staffed by live agents during business hours. Your business
must use an Apple-approved MSP.

In addition, your business must be willing and capable of offering comparable
service to your customers over Messages for Business that it currently provides
over your telephone support line.


Qualifying as a Messaging Service Provider

To qualify for a commercial MSP account your platform must support asynchronous
messaging with live agents and basic automation support. Your platform is also
expected to have the capability to determine customer intent, queue, prioritize,
and route messages to the appropriate agent or group of agents, and send and
receive messages and app content to your clients’ customers using the Messages
for Business service.

Apple selects those businesses for the Messages for Business MSP program that
have clients in the medium-to-large enterprise categories and are live on other
asynchronous messaging channels. Once selected for the Messages for Business MSP
program, you must complete full integration of all Messages for Business
features and commit to staying current with all future updates and enhancements.

Operationally, you must demonstrate your capability to assist your business
clients to be launch ready for Messages for Business. Launch ready means that
your business clients must demonstrate the ability to resolve all customer
queries that are regularly resolved over their telephone support line. In
addition, your business clients must create a Messages for Business experience
for each of the top 20 reasons that customers contact them. You must also
provide technical support and guidance with integrating their apps and business
services, such as a customer relationship management, authentication, and order
management systems, with your platform to provide a rich Messages for Business
experience.

To successfully launch brands with Messages for Business, you must develop a
traffic ramp plan to support this channel, defining ways to drive users to use
it, and ensure resources are in place to support it as usage increases. To
enable intelligent resource planning, you need to work with brands to collect
customer satisfaction and net promoter surveys, and other metrics.

Onboarding with Messages for Business

Before you create your Messages for Business account, review the following
Messages for Business onboarding overview the Messages for Business team
designed. The diagram below provides you with a high-level overview of setting
up the Messages for Business experience from beginning to end.

Messages for Business onboarding end-to-end flow [./images/e2e-circle-v2.png]
The Messages for Business onboarding end-to-end flow


Register Your Account

Registering your Messages for Business account requires the following actions.
For a more in-depth guide, see Register Your Account
[/resources/messages/messaging-documentation/register-your-acct#getting-started].

Register your organization. Register your organization at Apple Business
Register [https://register.apple.com/messages].
Create your Messages for Business account. Create your Messages for Business
account, upload your branding, and select your Messaging Service Provider (MSP).
Approval. The Apple approval process can take anywhere from 1-2 business days.
Be sure to account for the time needed and submit your account for approval as
soon as possible.
Team members. Provide backup contacts for your Messages for Business account by
adding any additional team members to the account.
Connection. Testing your ability to send and receive messages may require you to
connect your CRM with your Messaging Service Providers (MSPs) console.



Plan for Your Customer's Journey

Using the Use Case template
[/resources/messages/messaging-documentation/resources/Messages-for-Business_UseCases.pdf],
define your most common use cases.

Channel goals. Define channel goals by completing and returning the Readiness
Assessment
[/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf].
Use cases. Determine the top contact drivers for customers or benchmark use
cases that you want to support in the channel and meet the defined goals.
Interactive features. Consider how you currently address the defined use cases,
then implement interactive features to support your customer's journey.
Entry points. Plan for entry points that can drive customer engagement, such as
adding Messages buttons
[/resources/messages/messaging-documentation/message-with-customers#adding-a-messages-button-to-your-website]
or using Message Suggest
[/resources/messages/messaging-documentation/message-suggest].



Design Your User Experience and Implement

Once you complete filling out your Use Case template, work with your MSP to
apply Best Practices
[/resources/messages/messaging-documentation/best-practices] and design and
implement solutions for each use case.

Automated messages. Support an automated welcome message to greet customers,
including an off-hours message. For more information on Design and Implement
your User Experience [/resources/messages/messaging-documentation/ux-design].
Triage customers. Design a welcome List Picker
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive.md#list-picker-message]
menu to triage customer intents and route appropriately. For more information on
intents and routing, see About Intent, Group, and Body Values
[/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values]
Satisfaction surveys. Design a customer satisfaction survey list picker. Refer
to CSAT survey design and code samples
[/resources/messages/messaging-documentation/resources/MessagesForBusiness_Sample_Survey.zip]
for ideas.
Authentication and Apple Pay. Configure Authentication and Apple Pay, if needed.
Align with your MSP to get the full set of instructions.



Prepare Operations and Marketing

Tracking. Plan to track defined channel goals with your MSP to measure your
Messages for Business success.
Training agents. Update agent scripts and train agents, in console, for Messages
for Business messaging and features.
Register for Message Suggest. Register your phone numbers  for Message Suggest.
Marketing preparedness. Prepare your marketing plans  for launch and include
press releases.



Pass Apple's QA Review

Refer to the use case template you worked on during your planning phase to help
you to set up a use case for the review. The following actions may take anywhere
from 1-2 weeks:

 * Coordinate your user experience QA with Apple 2 weeks before launch.
 * Supply Apple with your finalized use cases and testing customer details.
 * Apple signs-off on automated agent interaction.
 * Complete a live agent test session with Apple.
 * Implement feedback  provided by Apple before launch.


Go Live!

On your selected go-live date, you or your MSP need to activate your account and
entry points. You need to schedule a performance review with your MSP.


Analyze Metrics and Grow

The following actions may take anywhere from 3-5 weeks to gather and analyze the
data:

 * Review channel performance 30 days after launch.
 * Increase discoverability by adding additional entry points
   [/resources/messages/messaging-documentation/customer-journey#entry-points].
 * Review how current intents
   [/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values]
   are being supported and plan for optimization.
 * Consider adding more customer intents to add more value to the channel.
 * Review metrics every 30 days to continuously improve channel.

Getting Started

The onboarding steps for both Messages for Business accounts and Messaging
Service Providers (MSPs) require an Apple review at different points in the
process. While Apple is reviewing your progress, you can start planning your
Messages for Business solution. If you are registering for a Messages for
Business account, research your business needs and provide a process plan that
identifies and authenticates your customers needs within Messages for Business
to your MSP. Approved MSPs receive access to detailed documentation and our
dedicated support team to assist your business needs.

Apple recommends that you follow Messages for Business Policies
[/resources/messages/messaging-documentation/policies] and Best Practices
[/resources/messages/messaging-documentation/best-practices] to ensure a
positive customer experience using Messages for Business.


Registering for the Messages for Business Service

Setup your organization’s profile in Apple Business Register
[https://register.apple.com] to use the Messages for Business service. Assign
team members the roles of administrator and sponsoring executive before
beginning the application process. It is recommended that you designate more
than one team member to the roles needed to complete the onboarding process.
These roles are designated during the registration process.

The complete organization onboarding process, including applying for either
Messages for Business accounts or MSP account, requires actions from an
administrator, a technical contact, and a sponsoring executive. The
administrator uses Apple Business Register to register the organization and
approve the TOU on behalf of the sponsoring executive, the technical contact can
set up Messages for Business Accounts, MSPs, and brands, and the sponsoring
executive agrees to the TOU. You should have these program contact roles
identified prior to registration. See Assigning Roles to Your Team Members.


Assigning Roles to Your Team Members

Before you begin your organization registration, assign the roles below to team
members. Apple recommends that you have more than one team member for each role.
Each team member assigned a role must have an Apple ID that uses your
organization’s email.

 * Administrative contact: An employee that an Apple Business Register
   representative can contact for technical issues. The administrator can also
   register the business using Business Register. It is recommended to have two
   administrative contacts for redundancy.
 * Technical contact: An employee that an Apple Business Register representative
   can contact for technical issues.
 * Sponsoring executive: A senior member of your team responsible for overseeing
   your Messages for Business project to agree to the Terms of Use (TOU).


Onboarding Your Messages for Business Accounts

Messages for Business account onboarding requires actions from a technical
contact to setup services, and configure and test the account with the MSP. For
more information on all the roles needed to setup your Messages for Business
Accounts, see Assigning Roles to Your Team Members.

The following diagram shows the Messages for Business accounts onboarding
process. First, you begin by creating your Messages for Business accounts, which
includes registering your organization to use the Messages for Business service.
During the Messages for Business account creation process, you can either select
an Apple approved MSP provider from the list or give the URL provided by your
MSP. Once this step is completed, you can register each brand your organization
owns for a Messages for Business account. You can create an account for testing,
development, staging, or production. Work with your MSP to design, configure,
and test a positive customer experience. Once your account has been fully
configured and thoroughly tested with your MSP, contact your Apple Business
Register representative for a launch readiness review.

Messages for Business account onboarding process [./images/Brands-flow.png] The
Messages for Business account onboarding process

Use the following steps to complete your onboarding with Messages for Business:

Select your Apple Business Register service. When you first login using your
Apple ID, click Get Started. Scroll down the page to add the Business Accounts
for Messages service.

Create Your Messages for Business Account. Click on Messages for Business
Accounts to register and submit your Messages for Business account for an Apple
review. You can also create a Messages for Business account for each brand you
own to use Messages for Business. See Create a Commercial Messages for Business
Account.


Connect to your Messaging Service Platform. Test your Messages for Business
account to verify you can send and receive messages through your MSP. See
Messaging Platform Configuration and Account Testing.


Configure your website and app Messages for Business buttons. Configure the
Messages for Business button on your website and app. See Configure Your Website
and App Messages for Business Buttons
[/resources/messages/messaging-documentation/message-with-customers#design-your-website-and-app-for-the-messages-buttons].


User Experience Review. Contact your Apple Business Register representative to
begin a review of your use cases. See User Experience Review.


Tell Apple if you are ready to launch. Apple will review your account to verify
it meets the standards for customer interaction. See Ready to Launch.


Launch Messages for Business to your customers. Make your Messages for Business
publicly available. See Design Your Website and Messages Buttons
[/resources/messages/messaging-documentation/message-with-customers#design-your-website-and-app-for-the-messages-buttons].


Configure your iOS entry points. Once your Messages for Business buttons are
publicly available, go to Apple Business Register to enable your business and
place cards. See Configure Your iOS Entry Points.


Refine and improve your customer's Messages for Business experience. Use metrics
and use cases to further enhance your customer’s user experience. See Optimize
Your Customer’s Messages for Business Experience
[/resources/messages/messaging-documentation/metrics#optimize-your-customers-messages-for-business-experience].



Create a Commercial Messages for Business Account

Commercial Messages for Business accounts are used for production. At the end of
this exercise you should have at least one commercial account registered and
ready for Apple to review.

> TIP You can click Progress, located in the upper right corner, at any time to
> view the status of your account in the Messages for Business workflow.

Manage Services. Add Business Accounts for Messages, then click Done.

New account. Click Add new and on the Messages for Business Accounts page, click
Get Started.

Messages for Business Policies. Acknowledge the Messages for Business account
policies by reading and selecting each checkbox, then click Next.

By selecting a checkbox you are agreeing to the policy. You cannot proceed
unless all checkboxes are selected.


Overview 1: Messages for Business Account

You’re presented with an overview for registering a new Messages for Business
account. Click Next.

Account Applicant. Fill out or verify your organization’s information. Click
Next when you’re done.

Messages for Business Account Type. Select Commercial Account, then click Next.

Account Contacts. Enter the technical contact and sponsoring executive for this
account, then click Next.

Number of Locations. Select the number of public locations for your business. If
your business has only one location accessible to the public, select One Public
Location and enter your location information. If your business has multiple
locations or is an online business, you'll be guided on creating a brand.


Overview 2: Brand Information Card

You are presented with an overview to set up your brand cards.

Brand. You can add a new brand or select from an existing brand. For new brands,
you need to fill out the form and click Add.

When you’ve completed your selection, click Next.

Brand Information Card Details. Fill out or verify the information in the form
and click Next.

Messaging Response Hours. Select your timezone and hours of operation, then
click Next.

Response Hours. Select the timezone, estimated time for a live agent to respond
to customers during office hours, and your support's response hours.


Overview 3: Business Identity

In this section, you’ll provide your logo and choose a background color for the
Messages app and listing.

Decide on the brands that your organization wants to display to your customers
in the Messages app. For each brand owned by your organization, your customers
can start a separate conversation in the Messages app. A brand should have a
name, logo, and color scheme. For design guidance, see Human Interface
Guidelines > Messages for Business > Branding
[https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/branding/].

> Note A Messages for Business account is only available to the official owners
> of a brand. Franchisees and other similar business owners have to work through
> their brand owner to use Messages for Business.

You can upload a square or wide logo to display in the Messages header and iOS
searches, and choose the type of logo that appears on the Messages for Business
Message header when a customer initiates a message conversation. When customers
search for your business, Messages for Business displays a square logo in the
search results of Apple Maps, as well as in Messages for Business Messages
header. You can also specify the background color to use for the Messages for
Business Message header and a color for the back and info icons. For design
guidance, see Human Interface Guidelines > Messages for Business > Logo
[https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/logo/].

The screenshot below displays the Messages header with a square logo on the left
and a wide logo on the right. Notice how the background color matches the logo's
colors. Also, the white of the header buttons stand out against the darker
background color, making them easily visible in both headers.

Square logo [./images/SquareLogo-banner.png] A square logo Wide logo
[./images/WideLogo-v2.png] A wide logo

Square Logo. Add a square logo that follows the Human Interface Guidelines for
logos, then click Next.

Review your Square Logo. In this screen, verify your logo’s appearance in both
dark and light modes. Select the checkboxes and click Next.

Wide Logo. Add a wide logo that follows the Human Interface Guidelines
[https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/logo/]
for logos, then click Next.

Review your Wide Logo. Verify your logo’s appearance in both dark and light
modes.

Message Header Colors. Choose the background and button hex-color for the header
that appears in the Messages app. You can preview your color choice with your
logo for dark and light modes.

Review your Message Header. Verify the color and logo in the preview. Select the
checkboxes and click Next.


Overview 4: Messaging Platform Configuration

Platform. Select your Messaging Service Platform provider or provide your MSPs
URL. Click Next to continue.

Submit your profile. After you submit your profile, and you don’t have any
alerts, the status area on the profile page shows that Apple is reviewing your
profile. If you do have alerts, you need to fix them before you can submit your
profile for review.


Messaging Platform Configuration

Once you have finished creating all of your Messages for Business accounts and
brand profiles, test your connection with each of your Messages for Business
accounts to your MSP.

After integration is complete, you are ready to test with your internal testers.
While your Messages for Business account is in test mode, only your testers are
able to send and receive messages. In addition to sending and receiving
messages, you should test the integration with the built-in features (time
picker
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#time-picker-message],
list picker
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#list-picker-message],
and Apple Pay
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#apple-pay-message]),
as well as any Message apps that you have created.


Verify Your MSP Connection

When you set up your Messages for Business account, the wizard takes you through
setting up your connection with your MSP. Once Apple approves your Messages for
Business, you need to verify the link between your Messages for Business account
and your MSP account as it enables your MSP to correctly route your messages.

 1. Sign in to Apple Business Register and click on Messages for Business
    Accounts. On the left side, click on the account you want to test.
 2. Scroll to the Messaging Service Platform Configuration section. On the
    right, click the Connect to with the name of your MSP. Click Connect.

> NOTE If the link Connect to... is not available, wait until Apple approves
> your Messages for Business account before proceeding with this step.

 3. Clicking Connect takes you to your MSPs landing page to complete the account
    linking process. Your MSP must confirm that your MSP account is linked to
    your Messages for Business account. If you have any questions whether this
    completed successfully, please contact your MSP directly. Apple cannot
    assist with this step.
 4. Once you received confirmation from your MSP that your Messages for Business
    account is linked to your MSP account, you can return to your Messages for
    Business account page in Apple Business Register
    [https://register.apple.com/].


Account Testing

Account testing is an important aspect of setting up your Messages for Business
account. It allows you to determine if the connections, entry points, and
console are working. Work with your MSP to determine how best to test your
Messages for Business account and add authorized testers, if necessary.


Add Testers

Use the following steps to add internal testers to your Messages for Business
account:

 1. Sign in to Apple Business Register.

 2. Click Messages for Business Accounts and select the account to add testers.
    
    > TIP Whether you are a business or an MSP ensure you and your team members
    > have an Apple ID using your organization’s email address.

 3. Scroll down the page to Account Testing.

 4. Add your internal tester's Apple IDs.

 5. Click Send to new testers to send an instructional email to your testers
    when your list is complete and you're ready to begin testing.

 6. Click Submit in the Messages for Business account profile for Apple to
    approve your changes.

Apple Business Register sends an instructional email containing a link to your
Messages for
Business conversation to the Apple ID email address of each tester. If a tester
doesn't receive the email, then recheck that their email address is provided in
the Account Testing section. The email address maybe wrong or not an Apple ID.
For security and privacy reasons, Apple can't verify Apple ID email addresses.


Test Sending and Receiving Messages

Activating the link contained in the testers email allows testers to send
messages to your agents who can reply from your MSP agent desktop. When testing,
be aware of the following details:

 * Design a test to include your support agent desktop and webpage which
   triggers the appropriate built-in features and Message apps.
 * You should observe messages sent from an iOS device are now arriving to your
   test business. Employees testing from your support agent desktop or webpage
   should be able to respond to these test messages.
 * Your testers may notice your brand colors are not visible in the Messages
   header. Brand color is not available while your account is in test mode. Your
   brand's colors display correctly once your account goes online.
 * If you send the testing link to someone whose email is not listed in the
   Account Testing section, then they will be unable to send messages.
 * If you provide a Redirect Page URL and your testers try to enter Messages for
   Business from an unsupported device, then they land either on a default or
   redirected page. You can set your Redirect Page URL in the "Unsupported
   Devices" section at the bottom of your Messages for Business account page.

Use the following steps to begin testing:

 1. From a supported device, ask your testers to find the email sent to them.
 2. Click the link in the email from a supported device which takes them to a
    Messages for Business conversation in the Messages app.

Channel Goals

Channel goals help you to define how you enable Messages for Business and design
your customer's user experience. Channel goals are anything from improving sales
or creating revenue to decreasing the average agent handling time or increase
app adoption. Once you have your channel goals defined, Apple can provide
suggestions such as incorporating your app into Messages for Business or sending
out customer surveys. You can define channel goals by completing and returning
to the Apple Messages for Business team the Readiness Assessment
[/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf].


Use Cases

Define your business use cases to determine why your customer's contact your
business. When filled out properly, the Use Case template
[/resources/messages/messaging-documentation/resources/Messages-for-Business_UseCases.pdf]
provides valuable information for setting up your channel, implementing
interactive features, and achieving goals.

Once your template contains about five of your most common use cases, you can
begin to think how better to support your customers in the channel. Share your
use cases with the Apple Messages for Business team and they can provide insight
into how best to implement interactive features.


Interactive Features

Interactive features provide a range of functionality, from letting the customer
select an item from a list to scheduling an appointment. Messages for Business
comes with a set of interactive features, like list picker, time picker,
authentication, and Apple Pay. Your MSP can set up and you can use in your goal
design to provide a more satisfying customer experience.

Rich links. Allow customers to preview content inline by adding a picture to a
URL and giving them the confidence to navigate outside the Messages for Business
experience. Video previews can also be added to rich links for a more immersive
experience. Rich links provide customers the reassurance that the website being
directed to, is secure and owned by your brand.


Rich link [./images/RichLinks.png]

Quick Replies. Provide a simple way for the user to make an inline choice with a
single tap during an ongoing conversation. You can have between two and five
customizable choices, and the user can select only a single item. For more
information, see Quick Reply
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#quick-reply-message].


Quick Reply [./images/quick-reply.png]

List pickers. Provides information or asks a question, see image below. List
pickers are great for triaging customer questions when they initiate contact
with your brand. To learn more about list pickers, see List Pickers
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#list-picker-message].



Time pickers. Provides time slots for customers to choose and adds the chosen
time to the customer's calendar. This interactive feature is great for
scheduling delivery or service. For more information, see Time Pickers
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#time-picker-message].


List picker [./images/List-Picker.png] A list picker Time picker
[./images/Time-Picker.png] A time picker

Apple Pay. Provides an easy and secure way for customers to buy goods and
services through Messages for Business. Grow the channel as a sales or
e-commerce platform by sending Apple Pay requests over Messages. See Apple Pay
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#apple-pay-message]
for guidance on how start integrating this with your MSP.


Authentication. Allows customers to view account information safely by adding an
authentication interactive to their experience. Messages for Business supports
the OAuth2 protocol that allows you or your MSP to integrate password autofill
which uses a third-party vendor’s authentication to provide the authentication.
Also, your MSP or third-party vendor can implement a full authentication and
authorization flow. Learn more information using Authentication
[https://register.apple.com/resources/messages/msp-rest-api/type-interactive#authentication-message]
for guidance on how start integrating this with your MSP.


Apple Pay [./images/Apple-Pay.png] Apple Pay Authentication
[./images/Authentication.png] Authentication


iMessage App. Allows your customers to interact with your app directly within
Messages, including within a Messages for Business conversation. An iMessage app
allows your customers to interact with your app directly within Messages,
including within a Messages for Business conversation. Learn more about building
and submitting your iMessage app [https://developer.apple.com/imessage/].

In comparison a standalone app link sends the customer to the iOS app to
interact, which resides outside of the Messages app.

iMessage apps [./images/iMessage-apps.png]

Image sharing. Photos can be sent by or to your customers, allowing for faster
resolution. Images can be sent by agents or automated assistants to display
products, share image resources already created by your marketing teams, or just
for fun! Allow users to send images to provide proof of purchase, damage, or
just to share their favorite products.

Video sharing. Sharing videos with your customers can create a more immersive
and direct way of providing product or service descriptions and instructions for
troubleshooting. Allow customers to send a video for proof of incident or to
share how happy they are with a product.

Document attachments. Send documents in the form of PDFs to provide billing
statements or other forms that your customers can store for safe keeping. Send
PDFs as fillable forms so that cusomers can complete a document, sign it
electronically, and send it back to the agent for processing.

Augmented reality. Give customers a real world view of a product by sending over
3D images with Augmented Reality (AR) Quicklook. Your customers can view virtual
and real content, side by side, for size comparison or product fit. For
information about AR Quicklook, see Previewing a Model with AR Quick Look
[https://developer.apple.com/documentation/arkit/previewing_a_model_with_ar_quick_look].

To send images, videos, documents and AR files over Messages for Business, see
Sending Messages with Attachments
[https://register.apple.com/resources/messages/msp-rest-api/messages-sent#message-attachments].


Entry Points

There are many options available for customers to start a conversation with your
business. You can use Messages buttons and URLs to meet your customers in places
where they are likely to contact your business. You can also enable system
features such as Apple Maps or Message Suggest so that customers can start a
conversation when locating your business details.

A highly visible entry point with a powerful call to action can be key to
success for your brands. Let's start with the native entry points which don't
require you to perform a lot of configuration.

Message Suggest. Reduce phone call volume by offering Message Suggest. When
customers tap on any of the registered business phone numbers, a phone sheet
appears allowing the customers to choose between voice and messaging. For more
information on getting the most from Message Suggest, see Message Suggest Guide
[/resources/messages/messaging-documentation/message-suggest].


Apple Maps place card. You can win twice with this entry point by adding and
updating your brand's public location data in Apple Maps. When customers use
Apple Maps, your brand's location data can provide instructions and estimated
arrival times; in addition, of course, to having a Messages button that
redirects customers to Apple Messages for Business. There is more than one way
to add or update Maps information. Let us know the number of your brand's public
locations so we can give you the best suggestion. To activate Messages button on
Apple Maps, see Apple Maps and Your Business Locations.

Expanded place card [./images/fourseasons-place-card.png]

Website button. The more visible your brand, the easier it is for the customer
to contact you. For example, you can add a button for Messages for Business at
the top and bottom of your website, on the contact page, and specific use-case
pages. For more information about how to add buttons to a website, including
codes to recognize if the device supports Apple Messages for Business, see
Adding a Messages Button to Your Website
[/resources/messages/messaging-documentation/message-with-customers#adding-a-messages-button-to-your-website].

Button on a website [./images/amb-web.png]

App button. When adding a button to the app, you make it easy for the customer
to contact your brand when necessary, quickly and safely. For more information
on how to add a button to the app, see Starting a Message from Your App
[/resources/messages/messaging-documentation/message-with-customers#starting-a-chat-from-your-app].

Button within an app [./images/amb-app.png]

Email and SMS. You can include the URL in the email or send it using SMS to
reach specific customers. For more information about how to start a chat from a
URL, see Starting a Message from a URL
[/resources/messages/messaging-documentation/message-with-customers#starting-a-message-from-a-url].

Button within Mail [./images/amb-email.png]

Social media. Nowadays it’s difficult to find someone who doesn’t use at least
one type of social media. In fact, most people access more than one type every
day. Making entry points available on social media is another way for the brand
to be visible to customers.

Button within Social [./images/amb-social.png]

QR code and NFC tag. The QR code and NFC tag add an entry point anywhere you can
post marketing material. You can post advertising on bus stops, on a street,
inside stores and malls, business cards, tickets, and bills. In short,
creativity is the limit. It's easy to create and there are several free websites
apps to generate a QR code and program an NFC tag.

Trigger using a QR codeR [./images/amb-qr.png] A QR code Trigger using an NFC
tag [./images/amb-nfc.png] An NFC tag

Wallet passes. Your brand can have a direct entry point for Messages for
Business on the back of boarding passes, loyalty cards, movie and event tickets,
debit and credit cards, store cards, coupons, and gift cards. For more
information on how to add an entry point in Wallet passes, see Introducing
Wallet
[https://developer.apple.com/library/archive/documentation/UserExperience/Conceptual/PassKit_PG/index.html#//apple_ref/doc/uid/TP40012195].

Augmented reality (AR). You can add AR to your brand experience as an entry
point if the AR is on your website or app. The customer can check how an object
looks in their house, and ask questions if they want to know more. For more
information about adding a custom action, see Adding an Apple Pay or a Custom
Action in AR Quick Look
[https://developer.apple.com/documentation/arkit/adding_an_apple_pay_button_or_a_custom_action_in_ar_quick_look].

Messages button in AR Quick Look [./images/amb-ar.png]

Composing a Messages for Business URL. You can compose your own Messages for
Business URL and give your customers another way to contact your business. Place
the URL on all your websites, in emails, social media posts and activated when a
customer taps the Messages button. Before you begin, you should understand the
components by reading About Intent, Group, and Body Values
[/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values]
and Starting a Message from a URL
[/resources/messages/messaging-documentation/message-with-customers#starting-a-message-from-a-url].
For more information on adding Messages buttons to your websites, see Adding a
Messages Button to Your Website
[/resources/messages/messaging-documentation/message-with-customers#adding-a-messages-button-to-your-website].


Apple Maps and Your Business Locations

Messages are routed from the Messages for Business service to your agents
through your Messaging Service Provider (MSP). To direct Messages to a specific
business location enable the Message button on your Apple Maps location, Apple
Maps displays the button on your business location next to the call button. Like
other entry points, when customer's tap on it, they're directed to start a
Messages for Business conversation.

You can enable the Message buttton on your Apple Maps locations directly from
your Messages for Business account in Apple Business Register. Check the box to
enable iOS and macOS entry points and add the countries you want to display the
Message button for your locations. For example, if your business has locations
in both the United States and Canada, but you only want to display the Message
button for locations in the United States only add the United States. Once you
activate the buttons submit the changes to Apple for review. When Apple approves
the change, your business locations in the countries display the Messages
button.

By adding intent and group ID information to your Locations profile, you can
route messages directly to a business location the first time a customer taps
the Messages for Business button. When performing traffic analysis, you can
parse out your Messages for Business traffic by splitting out the intent and
group information.

Your Apple Business Register representative enables the Locations service where
you can set up your business Locations. Before creating a Location profile,
determine which locations to register. The most useful locations are the ones
customers visit, such as a retail store.


Customize Intent and Group ID for Your Business Locations

The intent and group ID values can be whatever you decide. When you don't define
the intent or group ID, by default, the group ID is empty and the intent ID is
set as:

business_name: physical_address_of_the_location

If you would like to customize the group and intent ID for your locations, this
can also be accomplished in Apple Business Register. For each location you wish
to add a custom group or intent ID, it must be added to Apple Business Register.
If your business has more than 50 locations, speak with your Apple representive
so that they can advise how to proceed in adding them.

After adding the locations for your business, you can customize the intent and
group IDs. When the values are defined, they allow you to track the locations of
customer requests from Apple Maps. Additionally, it lets you send messages
directly to the appropriate group of agents for a business location. For
example, if a customer in a store asks for a particular item, your agent can
send the customer to the correct aisle.

When sending a message from a Maps location, Messages for Business uses the
standard URL encoding, similar to a web button. When the MSP platform receives
the encoded parameters, a plus sign replaces the encoded spaces. When the intent
ID is defined, your logs contain something similar to the following:

{"intent":"My+Business:+One+Apple+Park+Way,+Cupertino,+CA++95014,+United+States", "sourceId": "urn:mbid:AQAAY1RfNajxPMgY5JzQHCnF6bY00d+HrG2YmTlgZ2VJ/spRqzPQUER1mT4wBWg=", "v": 1, "group": "poi_to_abc", "body": "hi", "locale": "en_PL", "id": "0c68c45c-fb66-47de-b255-df1644c", "type": "text", "destinationId": "70a55-11de-11e8-a180-b7c088"}



For more information on defining intent and group ID values, see About Intent,
Group, and Body Values
[/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values].


Important Tips for Successful Entry Points

Include a powerful call to action. Clear contextual information tell customers
what to expect when they contact the brand. Use clear and succinct phrases
that's relevant to the content on the page, such as "Style questions? We can
help", "Book an appointment using Apple Messages", or "Message with our team
now." Place the call to action next to Messages button to encourage customers to
initiate a conversation.

Don't forget to add an Intent_Id to all available entry points. Intent IDs help
you to understand which entry point your customer uses, and provides a
customer's intent to ensure higher visibility. For more information, see About
Intent, Group, and Body Values.

Include a prefilled message or body for the customer. It's easy to add and makes
it easier for them to reach out to you. This message can be something like "Tap
send to start a conversation." For more information on starting a conversation,
see Starting a Conversation
[https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/buttons/]
in the Human Interface Guidelines for Messages for Business.

Allow conversations to start anytime. Don’t disable buttons or links that
initiate conversations outside of normal business hours. Even if you only
respond to customer service inquiries during certain hours, people should be
able to start a conversation anytime. If a customer starts a conversation after
hours when live agents aren’t available, an automated agent should send a reply
letting them know when a live agent is able to respond.

Show the Messages button on supported devices. To maximize Messages for Business
usage, show Messages buttons for supported devices as the main option for
contacting your brand. If a customer’s device doesn’t support Messages for
Business, don’t encourage a conversation by displaying a button on your
websites. You can use Apple's provided Javascript to hide the button when
Messages for Business isn’t supported. Update the layout and remove the call to
action or other related text for hidden buttons.

Design Your Website and App to include the Messages Buttons

Place a button to give your customers an easy way to access your support. Design
your Messages buttons that will appear on your website and app, and have Apple
review the call-to-action (CTA) text. Do not enable them until your account is
approved to go online. You can place the buttons on contact information,
support, order confirmation, product, and order history pages. When you're done,
your website and app should have the Messages buttons configured and
enable-ready for your customers to use.

Use one of Apple’s provided CTA’s to help your customers understand the type of
support they can expect to receive. You can also leverage the standalone
Messages app button in case you have a widget or a the in the context of a
smaller area.

Button Type Description Message us - dark [./images/Button-v3/SVG/Messages for
Business - Message Us - Black.svg] "Message Us", call-to-action. Contact an
Agent - dark [./images/Button-v3/SVG/Messages for Business - Contact -
Black.svg] "Contact an Agent", call-to-action. Ask a Question - dark
[./images/Button-v3/SVG/Messages for Business - Ask - Black.svg] "Ask a
Question", call-to-action. Get Help - dark [./images/Button-v3/SVG/Messages for
Business - Get Help - Black.svg] "Get Help", call-to-action. Messages app
[./images/Button-v3/SVG/Messages for Business - Icon.svg] Messages app icon only

The images below display the output of the Messages button or icon on a website.

Messages button icons mode [./images/msg-icons-mode.png] Messages button CTA
mode [./images/msg-cta-mode.png]

For more information about best practice positioning and using alternative style
(dark or light), see HIG Buttons
[https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/buttons/]
in the Messages for Business Human Interface Guidelines.


Adding a Messages Button to Your Website

Give your customers the ability to start a conversation with you, through your
website’s Messages button.


Using the PNG/SVG Button

Make sure you use an appropriate call-to-action message so your customers know
that they can get resolution to their questions by tapping this entry point.
Download the PNG/SVG button resources
[/resources/messages/messaging-documentation/resources/MessagesForBusiness_Button_Assets.zip]
and can then create the HTML link around the image of the button and CTA. Format
this link as described in Starting a Message from a URL
[/resources/messages/messaging-documentation/message-with-customers#starting-a-message-from-a-url].


Starting a Message from a URL

Customers may start a message using a URL you provide. When customers click the
URL, the system redirects them to Messages so they can send your business a text
message.

You decide how and where to provide the URL. You can include it as a link in an
email message, on your website, or use it as the action for a button in your
app.

The URL to use is https://bcrw.apple.com/urn:biz: <your-business-id>, replacing
<your-business-id> with the business ID you received from Apple after
registering with Messages for Business.

There are optional query string parameters you can include in the URL:

 * biz-intent-id
 * biz-group-id
 * body

The biz-intent-id parameter lets you specify the intention, or purpose, of the
message. The biz-group-id parameter lets you indicate the group, department, or
individuals best qualified to handle the customer’s particular question or
problem. The body parameter prepopulates the message so the customer only has to
hit send to initiate the conversation. For more information, see About Intent,
Group, and Body Values
[/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values].

Here’s an example of what the URL might look like for a bank customer with a
question for the credit card department:

https://bcrw.apple.com/urn:biz:9c231233-d943-482a-b913-7c625ba19988?biz-intent-id=account_question&biz-group-id=credit_card_department&body=Order%20additional%20credit%20card


> NOTE Parameters and data attributes that form the URL, such as the intent,
> group, and body, must not contain a subset of URI reserved characters, such as
> &, #, [], (), {} and /.


About Intent, Group, and Body Values

Businesses define the values for the intent, group, and body parameters, and
these parameters are included in a URL that initiates a chat session in Messages
when a customer clicks or taps the Messages button.

When a customer starts a chat session through your app or website, you can
choose to include the following three parameters as part of the URL for defining
messages:

 * Intent, or purpose, of the chat.
 * Group designates the department or individuals best qualified to handle the
   customer’s particular question or problem.
 * Body, a parameter that prepopulates a message for your customers so all they
   need to do is tap Send in Messages.

Use the intent, group, and body values to define the customer's intent so you
can quickly direct them appropriately within your support organization. How you
define these values is up to you.

For example, if your company is a financial institution and a customer contacts
you with a question about their credit card account. The customer taps or clicks
a Messages button, and Messages provides an autogenerated response, "How may we
help you today?". Messages opens when the customers clicks the Messages button,
and displays a greeting with a list of options to choose from. For example,
these options could include "Credit Card Account," "Checking Account," and
"Savings Account," among others.

The customer taps one of the options (the intent)—in this case, "Credit Card
Account"—which routes the message to the Credit Card Department (the group).

The body parameter, which you add manually to a URL, allows you to provide more
granular information such as "Order an additional credit card." Messages for
Business uses the body value to prepopulate a message for your customers so all
they need to do is tap Send in Messages. In this example, the customer taps a
chat button which opens a prepopulated text message, "Order an additional credit
card." The customer only needs to tap Send to notify the business of their
intent and initiate the conversation.

> NOTE The Spotlight entry point doesn't allow intent and group values.


Starting a Message from Your App

You can let a customer start a message from your app by creating a class button
and adding it to the app’s user interface. Build the Messages button so that it
calls the Messages for Business URL link used in the target-action mechanism to
initiate a conversation with your business when the customer taps the button.

Use the SVG/PNG button images
[/resources/messages/messaging-documentation/resources/MessagesForBusiness_Button_Assets.zip]
to create a Messages button class. Make sure you use an appropriate CTA message
so your customers know that they can get resolution to their questions by
tapping this entry point. For more information about using the Messages button
for your website or app, see Messages for Business Human Interface Guidelines
[https://developer.apple.com/design/human-interface-guidelines/messages-for-business/].

Triggering Message Suggest

When your customers tap on any of your registered business phone numbers, a
phone sheet appears allowing your customers to choose between voice and
messaging. The Message Suggest feature allows your customers to contact you
through Apple Messages for Business in the Messages app.

Brands can reduce phone call volume by offering Message Suggest instead. Given
that messaging offers a better agent to customer concurrency ratio compared with
either voice or live chat, brands can potentially reduce their contact center
operational costs by launching Message Suggest.

You can trigger Message Suggest from search, Apple Maps, and a website.

Message Suggest triggered from search
[./images/Apple-Store-Message-Suggest-Enabled.png] Message Suggest from search
Message Suggest triggered from a website [./images/AppleWeb-Message-Suggest.png]
Message Suggest from a website Message Suggest triggered from Apple Maps
[./images/AppleMaps-Message-Suggest.png] Message Suggest from Apple Maps


Benefits & Getting Started

By enabling Message Suggest, you can:

 * Deflect calls before they reach your IVR queue
 * Reduce voice support costs by shifting call volume to messaging
 * Increase customer satisfaction by reducing wait times and getting cut-off in
   mid-conversation on phone lines
 * Better customer experience with built-in features, such as Apple Pay, list
   pickers, time pickers, and augmented reality


Get Started Today!

Send an email to the Messages for Business team
[business-register@apple.com?subject=Message%20Suggest%20--%20Enrollment] with
the following Message Suggest form
[/resources/messages/messaging-documentation/resources/Message_Suggest_Form.xlsx]
and Apple can set up the numbers for you using the to aid you in developing the
appropriate response and tracking for customers going through this channel.

 * Provide your business phone contact hours.
 * Provide all of your primary and high call volume phone numbers.
 * Provide your current call volume for these phone numbers.
 * Provide the intent and body parameters to associate with each phone number.
   Intent, group, and body values define a customer's intent so you can quickly
   direct them to the appropriate group within your support organization. For
   more information, see About Intent, Group, and Body Values
   [/resources/messages/messaging-documentation/message-with-customers#about-intent-group-and-body-values].
 * Provide how many agents you have to support customers over Messages for
   Business.

The following screenshots are of an an iPhone with no Message Suggest and with
Message Suggest (right).

AcmeBank-disabled-crop [./images/AcmeBank-disabled-crop.png] no Message Suggest
AcmeBank-opening-hours [./images/AcmeBank-opening-hours.png] Message Suggest
ebabled


Measuring Message Suggest Volume

The effectiveness of the Messages for Business channel is assessed by measuring
the conversion from voice to chat, by tracking overall reduction in call volume,
increased customer satisfaction and NPS scores, and reduction in operational
costs.

To accurately measure the conversion from voice to messaging from Message
Suggest, you can calculate the conversion rate by measuring the phone call
volume before and after enabling Message Suggest. For example, the call volume
on a phone number prior to Message Suggest was 350 per day. After Message
Suggest, the message volume from Message Suggest is 70 per day and the call
volume decreased by same amount. Based on this information you can calculate
that 20% of calls convert to messaging.

For a detailed approach, track Message Suggest performance on brand properties
as described in the best practices below.

Capture taps on all pages where the registered phone number appears. Measure the
number of taps on the registered phone number on the page from where the tap
originated on your website and iOS app, if applicable.


Measure taps from iOS 13 and later. Make sure you are capturing the taps on the
registered phone number by iOS 13+ users only. Message Suggest is enabled for
iOS 13 and later.


Measure Message Suggest volume. Track the intent ID for all incoming messages to
measure the volume of messages from Message Suggest. When a customer chooses the
Messages for Business option on the Message Suggest UI, the message delivers the
intent ID value in the header.


Model your call volume. Customers tend to rely on search engines to quickly find
a phone number. Message Suggest volume from search engine results should also be
considered in calculating the conversions. Plan to apply the conversion rate
from web analytics to overall call to messaging volume.


Determine your conversion rate. You can find the conversation rate by taking the
total number of taps on a phone number and divide it by the number of Message
Suggest messages received from that same phone number.


The following conditions may affect your conversion rate:

Additional iOS entry points to Messages for Business. Track other brand-enabled
entry points, such as Apple Maps, Siri, or business card, separately for
measuring conversion rates.


Other Message Suggest entry points. Consider incoming volume from other sources,
such as phone taps on search engine results and other social media sites, when
calculating the conversion rate.


Messages button on the website. If brands place the Messages button on the
website or app, it contributes to an increase in overall volume of Messages for
Business messages. However, this may decrease the conversation rate, if the
Message Suggest registered phone number is also on the same page.



Maximizing Message Suggest

To reduce phone support costs, you should try to maximize message volume by
deflecting voice calls. Based on the observations Apple has made since launching
the Message Suggest feature, we recommend the following best practices to
maximize volume from Message Suggest.

Register all primary numbers. For higher deflection to messaging, register phone
numbers with high call volume for Message Suggest.


Make sure the registered phone numbers are easily tappable on your web sites and
apps. Use the E.164 format for registered phone numbers to trigger the Message
Suggest UI in iOS. Images or text-formatted phone numbers are not tappable. For
more information on how to create tappable telephone links, see Phone Links
[https://developer.apple.com/library/archive/featuredarticles/iPhoneURLScheme_Reference/PhoneLinks/PhoneLinks.html].


Ensure high visibility to maximize volume. Verify that Message Suggest enabled
numbers are easily
visbile across your mobile website, search results and apps. Availability
ensures that all brand iOS customers have access to the feature which results in
higher deflection and reduced call volume.


Setup automated message for off hours. Because Messages for Business is
asynchronous, customers can message brands at any time including off hours when
live agents aren’t available. For brands not leveraging automation to assist
customers during off hours, Apple recommends that you provide an automated
response to inform customers that live agents can address their inquiry when
they return.


Appropriate call-to-action message set by Apple to meet capacity. Assuming
customers always have access to a live agent, Apple sets your call-to-action
messages so that customers understand that they can get help quickly from a live
agent. You have the option to change it to meet your business needs. Contact the
Messages for Business Team
[business-register@apple.com?subject=Message%20Suggest%20--%20Enrollment] to
update your call-to-action text.

Responding to Customers

It’s important that conversations with customers feel personal and meaningful.
You can accomplish this by using an informal tone and following some best
practices.


Live Agents

Make an introduction. Always introduce live agents when a conversation begins,
after transferring a customer to a new agent.

Limit conversations to a single agent at a time. Individual senders aren’t
visibly identified in the conversation. If another agent is needed, ask for
permission to transfer the customer.

Make sure transfers between agents are smooth. The customer should never be
forced to start again or re-explain an issue. After transferring the customer to
another agent, the new agent should resume the existing conversation where the
previous agent stopped.


Automated Messaging

Clearly identify automated agents. In Apple Messages for Business, automated
messaging often refers to a welcome greeting performed by a bot. Automated
messaging shouldn't be confused with a bot solution that employs a list picker
or some other interactive to help a customer triage their problem using a string
of questions. Auto-respond to first message in a new conversation shall be
provided within 5 seconds. When the customer starts a conversation with an
automated system, provide a message like “This is an automated agent.” or “I'm
an automated agent.”

Allow switching from an automated to a live agent. A live agent must be
reachable anytime the customer texts the word help. If a customer sends help
outside of normal customer service hours when live agents aren’t available, an
automated response should let them know when a live agent is able to respond.
Additionally, if an automated agent doesn’t understand a request, the agent must
seamlessly transition to a live agent after displaying a message like “I'm
routing your message to a live agent to better assist you.”

Live agent shall introduce themselve when taking over a conversation from an
automated agent.


Triage Customers

When a customer contacts your brand using Messages for Business, the fastest way
to get them to their destination is to provide a list of simple questions,
commonly referred to as triaging. You can refer to your use case template to
determine which questions are the most asked, and then put together a list of
yes or no questions that lead to more questions. Once your list is complete,
work with your Messaging Service Provider (MSP) to design a list picker. This
style of questioning should aid you in sending your customer to the appropriate
group, if necessary. The following is an example of triage questions:

 * Are you having a problem with a product? (Y/N)
   
   * Select the type of product you're contacting us about: (Product selection)
     * Provide troubleshooting questions on the selected product.

 * Are you having a problem with delivery? (Y/N)
   
   * Do you have a deliver tracking number?
     * Please enter the number:

Triage questioning can be as simple or as in-depth as you need, but for a better
customer experience, try to keep them simple. In some cases, the end result may
lead the customer to a live agent. In most cases, the triage menu can provide
solutions to the customers problem.


Creating Great Responses

Use familiar, understandable words and phrases. Avoid acronyms or technical
terms that might cause confusion.

Use images. An image often provides immediate clarity for something that’s
complex or otherwise requires extensive discussion. When asking a customer to
choose a product, for example, you can make the choice easier by showing product
photos. When a customer reports physical damage to an item, ask for a photo so
they don’t have to spend time describing the damage.

Provide assurance that you can help. For example, when a customer asks about a
product, you might respond with “I see that you’re asking about [Product Name].
How may I help you with it?”

Don't ask for previously provided information. Agents can access the entire
conversation history, including previous responses and recent transactions, so
there should be no need to ask a customer to repeat information.

Respond quickly and appropriately to actionable requests. Certain keywords
provide enough information for you to take action without asking for more input.

Keywords Action agent, support, help Transfer to a live agent. menu, list View a
menu or list of available items. unsubscribe, spam, stop, end Turn off
notifications. settings, preferences Display messaging options or preferences.

Set expectations when you can’t respond immediately. If an immediate response
isn’t possible, thank the customer for the message and give an estimated wait
time. Customers waiting for a live agent should never wait more than five
minutes for an update on their position in the queue. If a customer sends a
message after hours when live agents aren’t available, an automated response
should let them know when a live agent is able to respond.

Respond only to active conversations. When a customer ends a conversation, they
shouldn’t receive additional messages unless they initiate a new conversation.

Offer further assistance before ending a conversation. After addressing a
customer’s issue, ask if you can help with anything else.


Notifications

Ask for permission before enrolling a customer in notifications. Don’t assume
people always want notifications. When a customer opts into notifications,
explain how to opt out in the future. For example, you could send a response
that says “You’re now signed up for order status notifications. Send
‘unsubscribe’ at anytime to turn off notifications.” Make sure your opt-out
process is straightforward and easy to remember.

Support standard subscribe and unsubscribe actions. When the customer texts
subscribe or unsubscribe, you should enable or disable notifications
accordingly, or present a way to change subscription options.

Use a list picker or quick replies to enable changes to settings. If you offer
messaging options or preferences, present them in a list of choice at the
customer’s request; for example, when the customer texts the word settings,
preferences, subscribe, or unsubscribe.


Satisfaction Surveys

Once you complete an interaction with a customer, you may want to provide them
with a customer service satisfaction (CSAT) survey. Typically, CSAT surveys are
randomly provided at the end of both digital and agent experiences. For a better
customer experience, provide the CSAT surveys after the experience and not after
every FAQ.

Work with your MSP to design a list picker CSAT survey to send your customers.
For ideas, refer to CSAT survey design and code samples
[/resources/messages/messaging-documentation/resources/MessagesForBusiness_Sample_Survey.zip].


Authentication and Apple Pay

Messages for Business allows authentication information to safely pass between
customers and brands on your MSPs platform using authentication endpoints. When
a customer purchases services or good from your business through Messages for
Business, the customer can use Apple Pay, an easy and secure way to make the
payment.

You can work with your MSP to set up both options for your customers.

Preparing Your Teams for Launch

Launch ready means that your agents are available to resolve all customer
queries that are regularly resolved over the telephone support line. Prepare
your support operations and marketing, as necessary. You can conduct the
following launch readiness activities:

 * Train your agents for asynchronous support
 * Register your primary phone numbers for Message Suggest
 * Schedule a QA review with Apple and implement their feedback to improve
   experience
 * Inform Apple Messages for Business team when you wish to launch to the public


Tracking

Plan to track defined channel goals with your MSP to measure your Messages for
Business success. To implement tracking, look at the tools to use for Messages
for Business, such as websites, entry points, and surveys. Work with your MSP to
coordinate on how best to collect and measure data.

You can use website analyitics to understand click-rates for Message Suggest
registered phone numbers. On some of your entry points, you can implement
intent, group, and body values to track why customers are contacting you and
where they're directed. Provide customer satisfaction surveys after digital
encounters and collect information. You can also measure how often a customer
needs to escalate to an agent after interacting with a bot.


Training Agents

Update your live agent scripts and work with your MSP to train your agents.
Ensure your console agents are thoroughly trained in working in the MSP console
with the different Messages for Business features implemented in your design.


Marketing Preparedness

Prepare marketing plan for launch. You can use information located in
screenshots
[https://developer.apple.com/design/human-interface-guidelines/technologies/messages-for-business/screenshots/]
to add to your marketing collateral. If you have any press release plans,
contact the Messages for Business team
[business-register@apple.com?subject=PR%20Request]


User Experience Review

When your account is ready, contact your Apple Messages for Business team and
let them know that your account is ready for submission to the Brand Experience
QA review. The QA review is conducted by Apple to test your responsiveness and
adherence to conversational guidelines. The QA review determines the overall
look and feel of the conversation transcript, and whether logos and names are
used correctly. Apple tests the rich elements integrated into your design, such
as list pickers, time pickers, and rich links. Also, they test the support for
any predefined use cases.

The Messages for Business reviewers act as regular users, customers, or
prospects of your business. They follow predefined use cases, but may also ask
questions off the script to test real-world scenarios an agent or bot may
encounter in a day-to-day business conversation or transaction. Depending on
available resources, the review is conducted in the language, or languages,
supported by your business. Usually, the review takes less than one hour to
complete.

Before submitting your account to the Brand Experience QA review, your account
needs to meet the following requirements:

 * Connect your Apple Messages for Business account and confirm that messages
   are delivered.
 * Configure, activate, and test bots, if applicable.
 * Prepare agents for handling Apple Messages for Business traffic and train
   them on the supported use cases.
 * If any use case scenarios require providing credentials, such as check order
   status, provide such credentials to your Apple Business Register
   representative in advance of the test.

Within a few days following the test, Apple sends a brief report with a list of
any issues observed by the testers.


Next Steps

Fix any issues listed in the report received from Apple. Once all issues have
been addressed, you can move on to the section, see Go Live!
[/resources/messages/messaging-documentation/go-live].

Ready to Launch

Launch your Messages for Business account after you pass a Brand Experience QA
and Apple approves your account. Let your Apple Messages for Business team know
the date and time you want to launch so they can coordinate entry point
activation, such as the business phone numbers you registered with Message
Suggest, with your launch tasks. Complete the following launch tasks to ensure
your brand is ready to accept customers:

 * Log into Register and submit your Messages for Business account to go online.
   Once Apple approves this change in status on the Messages for Business
   account, it will display as Online.
 * Ready your support agents to receive messages. Your business may begin
   receiving customer messages as soon as your entry points are publicly
   visible. For more information on preparing your agents see Prepare Ops and
   Marketing for Launch
   [/resources/messages/messaging-documentation/prep-ops-mktg]
 * Enable the Messages button on your Apple Maps locations, you may need to add
   the country where your physical locations reside. Selecting countries does
   not affect the visibilty of your iOS entry points. For more information on
   Apple Maps place cards, see Entry Points
   [/resources/messages/messaging-documentation/customer-journey#entry-points].
 * Enable the Messages for Business buttons within your website and app, and
   launch Messages for Business for your customers. If you need to add Messages
   buttons to your website, see Adding a Messages Button to Your Website
   [/resources/messages/messaging-documentation/message-with-customers#adding-a-messages-button-to-your-website].

If you have any questions, send an email to your Apple Messages for Business
team at business-register@apple.com [business-register@apple.com].

Optimize Your Customer’s Messages for Business Experience

After launching Apple Messages for Business, growing the channel through
intelligent optimization is necessary to leverage the platform’s full potential
for your business.

Although Apple doesn't provide any metrics, if you don't have metrics or
analytics to gather, you can work with your Messaging Service Provider (MSP) to
obtain the metrics you need.


First 30 Days

The first 30 days should be spent monitoring the agent team to make sure they
can resolve all customer issues within the messaging channel, and to create a
prioritized list of ways to improve agent training.

By the end of the first 30 days, the brand and MSP should appoint an
optimization team with representatives from both the brand and the MSP.

[./images/msp-dashboard.png]


Areas of improvement

At the end of the first 30 day period, the optimization team should review the
operational metrics, focusing on the intents that have the greatest frequency,
the worst CSAT, or highest agent time-to-resolve. The optimization team should
select a few of the worst intents to improve:

 1. Intents with the highest frequency are candidates for automation.
 2. Intents with the lowest CSAT can usually be improved by connecting the
    customer more quickly to a live agent.
 3. Intents with the highest time-to-resolve can usually be improved through
    agent training, improving self-serve content, refining agent productivity
    tools like the agent desktop or Natural Language Processing (NLP) or bot
    system, or by improving customer productivity through apps or ABC built-in
    features.

The brand and MSP optimization team should create a regular process to review
the worst intents and implement fixes, tracking how their improvements are
reflected in driving higher customer satisfaction or lower agent
time-to-resolve.


Automating intents

The optimization team should continue automating the most frequent and
repetitive intents to increase live agent team capacity. Typically, a large
enterprise can reach a level where at least 70% of customers are fully assisted
by an automated agent without connecting to a live agent.


Increasing Traffic

The optimization team should increase messaging traffic in the following order,
managing volume where necessary so that customers are connected with live agents
within 3 minutes:

 1. Register the brand’s primary numbers for Message Suggest and follow Message
    Suggest best practices.
 2. Register all of the brand’s store phone numbers for Message Suggest, if
    there are physical locations and stores.
 3. Shift all web chat traffic to Apple Messages for Business for customers on
    all supported Apple devices.
 4. Add Apple Messages buttons to the brand’s website and app, in priority to
    phone numbers, with strong call-to-action messages, and displayed to every
    customer on a supported Apple device.
 5. Add Apple Messages buttons to email broadcasts, retail packages, and within
    the brand’s stores.


Quarterly Presentations

After a few optimization cycles, the MSP should work with the brand team to
create a presentation for brand executives, highlighting:

 1. Monthly operational metrics since launch.
 2. How the experience of messaging in Apple Messages for Business compares to
    phone and other messaging channels in terms of customer satisfaction and
    time-to-resolve.
 3. A breakdown of optimization activities, showing the intents selected for
    improvement, the results of optimization in terms of increased CSAT and
    lower agent time-to-resolve, and how the optimizations translate into
    annualized cost savings for the business; and
 4. A plan to increase messaging volumes, a professional services budget to
    optimize the experience, and an estimated ROI from shifting customer traffic
    to ABC and continuing optimizations.


Next Steps

The outcome of the executive review should be a green light to increase customer
traffic in Apple Messages for Business, and provide a budget for professional
services to use for optimization.

After the green light from brand executives, the optimization team should create
a plan for shifting agents from other channels to Apple Messages for Business.
It’s best to create a regular cadence to train and transfer a group of agents
over to Apple Messages for Business, along with adding customer traffic.

The optimization team should continue quarterly updates to brand executives to
build confidence in the program. The team should report on how optimizing
intents and shifting traffic from other channels to Apple Messages for Business
is improving overall customer satisfaction and generating an ongoing annual ROI
for the business.

Best Practices

We recommend these best practices for businesses to ensure a positive customer
experience.

Label list and time pickers appropriately. Provide appropriate titles to the
list and time pickers so customers are clear on the contents of the pickers.

Use iMessage apps to enhance customer experience. Analyze the top reasons why
customers contact your business and convert resolutions that require a
transaction or a workflow to an app experience using custom iMessage apps with
your primary iOS app. Not only does this offer a great customer experience, it
promotes your app to your customers.

Prompt customers on next steps after installing iMessage apps. When customers
receive a link to install an iMessage app, they should be prompted on next steps
to remind them to tap the bubble to launch the app.

Handle message routing using intent and group IDs. Businesses can work with MSPs
to populate intent and group ID parameters and build business rules to route
messages to appropriate groups.

End your conversation with a customer by asking if there is anything else you
can do to help. After helping a customer, the agent should always end
conversations by asking if they can be of further assistance.

Policies

All businesses must comply with the following Messages for Business channel
policies.

Live support available. The business must provide access to a live agent during
its regular business hours. A business must not provide a limited or bot-only
solution.

Unsolicited messages. Your business is prohibited from sending unsolicited
messages. Your business may only send a message in response to an active
conversation unless you comply with the restrictions below.

 * If your business wants to send important notifications related to your
   customer's account status or previous transactions, then your business must
   provide the following notification, "We will send important notifications
   related to your account status or transactions. Send 'Unsubscribe' to manage
   your message preferences."

 * Businesses and Messaging Service Providers (MSPs) must support subscribe and
   unsubscribe operations that allow the customer to configure message delivery
   preferences. The List Picker should permit the customer to select or unselect
   the notification types that your business may send.

 * At no time may your business send marketing information, promotional offers,
   or information related to products or services that the customer has not
   purchased unless the customer has expressly sent "subscribe" and provided
   their permission.

Deleted conversation. Businesses and MSPs must not send messages to customers
when they expressly delete a conversation. MSPs must handle the delete action
received through Messages for Business and should not send any further messages
to the customer unless the customer initiates conversation again with the
business.

Trigger words. Businesses that employ these features should use and respond to
standardized trigger words. Businesses should use the primary term in text sent
to the customer, but should also support the alternative words if sent by a
customer.

 * To reach a live agent, the primary term is "agent". Alternatives are
   "support" or "help".
 * To view a menu or list of available items, the primary word is "menu".
   Alternatives are "list" or "?".
 * To manage message preferences, the primary term is "unsubscribe".
   Alternatives are "spam", "stop", or "end".

Prohibited uses. The following list of business categories are prohibited from
offering Messages for Business to their customers:

 * Violates any law or otherwise fails to comply with legal requirements;
 * Offers transactions involving:
   * Cigarettes or tobacco products;
   * Vaping;
   * Counterfeit or stolen goods;
   * Firearms, weapons, or ammunition;
   * Gambling;
   * Gaming involving purchases of digital goods (customer service is allowed);
   * Illegal drugs or non-legally prescribed controlled substances;
   * Items that create consumer safety risks;
   * Items that are intended to be used to engage in illegal activities;
   * Political organizations (government institutions are allowed);
   * Pornography; or
   * Personal fundraising or collections of nonprofit donations unless approved
     by Apple.
 * Primarily offers or sells drug paraphernalia or sexually-oriented items or
   services;
 * Promotes hate, violence, or intolerance based on race, age, gender, gender
   identity, ethnicity, religion, or sexual orientation;
 * Allows an end-user to purchase currency or establish a pre-paid account;
 * Constitutes a staged digital wallet (for example, where a second payment
   transaction is conducted in order to complete the first transaction or where
   there is a substitute merchant of record in a transaction);
 * Engages in fraud;
 * Infringes or violates the intellectual property, publicity, or privacy rights
   of another; or
 * Shows Apple or its products in a false or derogatory light.

Apple reserves the right at any time to disable Messages for Business for any
reason it deems prudent.

Privacy and Security

End-users and businesses can find Apple Messages for Business Privacy in
different locations.

On devices. When messaging using Apple Messages for Business for the first time,
you can see the following privacy statement and link. When in a conversation
with a business, you can locate the privacy statement under the information
button info [./images/info.png], tap Messages for Business & Privacy.

First Welcome Message macOS [./images/privacy-macOS-1.png] Welcome Message on
macOS

On iOS and iPadOS. Open Settings > Messages, scroll to the bottom, and tap About
Business Chat & Privacy.

First Welcome Message iPhone [./images/privacy-iOS-1.png] Welcome Message on
iPhone Terms preview [./images/privacy-iOS-2.png] Messages for Business and
Privacy information expanded

On Apple website. For privacy information, see Messages for Business & Privacy
[https://www.apple.com/legal/privacy/data/ww/messages-for-business/].

Security. For security information, see Secure Messages for Business using the
Messages app on Apple Platform Security
[https://support.apple.com/guide/security/secure-apple-messages-for-business-sec1c603aab4/1/web/1].

General

Which operating systems can use Messages for Business?
Apple devices running iOS 11.3 and later or macOS 10.13.4 and later support
Messages for Business.

What is the business cost of deploying Messages for Business?
It depends on the scope of your Messages for Business deployment and the
Messaging Service Provider (MSP) used to implement your vision.

What are the differences between iMessage and Messages for Business?
SMS, iMessage, and Apple Messages for Business share the same hosting Apple
Messages app available on Apple devices. Apple Messages for Business differs
from the widely known iMessage by being a business to end-user service.
Additionally, the encryption mechanism slightly differs from a traditional
iMessage. Apple recommends to use Apple Messages when referring the service to a
consumer.

How can customers contact my business?
To identify a business that uses Messages for Business look for a button that
looks like a Messages bubble with a call to action (see image below). Customers
can start a Messages for Business conversation by tapping the Messages for
Business button on any touch point the business placed it, such as websites,
mobile sites, emails, leaflets through a QR code, or in an iOS app. For
additional entry points, see Entry Points
[/resources/messages/messaging-documentation/customer-journey#entry-points].

Can I message my employees through Messages for Business?
Messages for Business currently does not support internal business, or
business-to-business, communications.

Can I use my own bot to access the Messages for Business REST API?
A blend of bots, or virtual agents, and human agents is recommended to manage
Messages for Business. The option to escalate to a human agent is mandatory in
Messages for Business. For implementation purposes, a virtual assistant needs to
access Messages for Business through a Messaging Service Provider (MSP), not
through the Messages for Business REST API.

Can I reach out to customers through Messages for Business using their phone
numbers?
With Apple Messages for Business, the customer must first start a conversation
with your business before you can interact with them. Apple doesn't send
customer information when they start a Messages for Business conversation.
Messages for Business sends an anonymous ID, called an opaque ID, that is unique
to the customer's conversation with your business. Messaging a customer directly
using their phone number won't initiate a Messages for Business conversation.

What is an opaque ID?
The opaque ID is unique to the relationship between the customer's Apple ID and
the business’s business ID. A customer has a different opaque ID for every chat
they have using Messages for Business. The customer decides if and when to share
personal identifying information with the business. For more information, see
Apple Platform Security
[https://manuals.info.apple.com/MANUALS/1000/MA1902/en_US/apple-platform-security-guide.pdf]

Can I deploy Messages for Business with only virtual agents?
Apple recommends a blend of bots, or virtual agents, and human agents to manage
Messages for Business. The option to escalate to a human agent is mandatory in
Messages for Business. Therefore, we won't approve a deployment using virtual
agents exclusively.

What is a Messaging Service Provider?
An MSP implements the server-to-server REST API solutions on their messaging
platform, which makes it possible to send and receive texts and photos, request
payment through Apple Pay, and much more. They also provide the live agent
console to interact with customers and route messages, if necessary, to the
correct team in your customer care center.

Can customers reach any business?
Businesses need to register for Apple's Messages for Business service and
confirm that they can provide a Messages for Business service. Once Apple
confirms the capability, in addition to other details businesses provided, then
the business can be reached by customers through Messages for Business.

Can the customer add others to start a group chat?
Group chat with a business is not supported.

Can businesses send message notifications to users through Messages for
Business?
Ask for permission before enrolling a customer in push notifications. Don't
assume people always want notifications. When a customer opts into
notifications, explain how they can opt out. For example, you could send a
response that says "You're now signed up for order status notifications. Text
’unsubscribe‘ at anytime to turn off notifications." Make sure your opt out
process is straightforward and easy to remember.

Learn more about conversation guidelines from Design and Implement Your User
Experience [/resources/messages/messaging-documentation/ux-design].

Can I continue to communicate with my customer after the initial conversation?
Respond only to active conversations. When a customer ends a conversation they
shouldn't receive additional messages unless they initiate a new conversation.

Learn more about conversation guidelines from Messages for Business Human
Interface Guidelines.

What's the message exchange flow between Messages for Business service and an
MSP?
The diagram below shows the basic flow when a customer's device sends a message
to a business. The Messages for Business service receives the message and posts
it to the MSP platform endpoint. The MSP platform takes the message, performs
backend processes, if applicable, and forwards it to the appropriate business
agent for a response. The Business agent responds to the customer, which sends
the message back to the MSP platform and posts it to the Messages for Business
Service, and it is forwarded back to the Customer’s device.

Learn more about the Messages for Business REST API
[https://register.apple.com/resources/messages/msp-rest-api/].

Messages for Business architecture [./images/msp-bc-process.png] Messages for
Business service flow in detail

Which languages does Apple Messages for Business support?
Apple Messages for Business supports every language that iOS, iPadOS, and macOS
support. This includes languages read and written right-to-left and
left-to-right. You can verify supported languages through your device settings
as follows:

 * For iPhone/iPad: Go to Settings > General > Language & Region > iPhone/iPad
   Language, and tap Other Languages to view the supported languages.
   
 * For Mac: Go to System Preferences > Language & Region > Preferred languages,
   anc click the plus button to view the supported languages.
   

Your MSP must confirm that their platform supports the language you plan to use.


Getting Started

As a business, where do I start?
First, choose a Messaging Service Provider (MSP) provider to deploy your
Messages for Business solution. Apple has integrated with over 20 MSPs to date.
Contact your chosen MSP to discuss first steps. Following that, go to Apple
Register and create your Messages for Business account with Apple (at no
charge). During the registration process, let us know which MSP you chose,
indicate the names of your project team, approve our terms, and upload your
branding. Then you can start implementing Messages for Business.

What are the available MSP platforms integrated with Apple?
Apple has integrated with a wide variety of approved MSPs. Learn more about
available MSPs at Messages for Business [https://register.apple.com/messages].

What does an MSP platform do?
MSPs are responsible for receiving, routing, processing, responding where
appropriate, and forwarding customer messages to businesses. MSPs can implement
the many Messages for Business features, as well as a bot to respond to simple
questions such as store hours or store locations.

My registration has been under review for a while. How can I get help?
When you log into Apple Register [https://register.apple.com/messages] make sure
that you review all actions pending for the account. When logged in, you can
also send us a message by clicking Help. Additionally, we recommend that you
contact your MSP representative.

Messaging

The following troubleshooting steps are for sending or receiving Messages.

To verify that your Messages app is correctly setup, review following:

>  * On iPhone or iPad: Set up Messages
>    [https://support.apple.com/guide/iphone/iph3d039b67/ios]
>  * On your Mac: Set up Messages on Mac
>    [https://support.apple.com/guide/messages/ichte16154fb/mac]

Apple Messages for Business relies on your iMessages device settings. You can
find more help in these articles:

 * If you get an error when trying to activate iMessage or FaceTime
   [https://support.apple.com/HT201422]
 * If you can't send or receive messages on your iPhone, iPad, or iPod touch
   [https://support.apple.com/HT204065]


Messaging for Approved Testers

For testing purposes you can manage who can message your Messages for Business
account by setting the Messages for Business messaging access in Register. To do
this, you can choose to make the Messages button available to "My testers" or
"My testers + Apple employees." Next, you need to add the the Apple IDs of the
testers you want to allow them to message the account. Make sure that you submit
the account after adding the Apple IDs or their IDs will not get stored.

If you encounter a non-delivered error when trying to message an account set for
testers, review the following:

 1. Make sure that you have iMessages enabled and that your Apple ID is logged
    in with sending/receiving enabled. To check this go to Settings > Messages >
    Send & Receive.
 2. Make sure that your ID is in the approved testers list in the Messages for
    Business account and the account is submitted.
 3. Delete the conversation and completely close the Messages app.
 4. Disable and then re-enable iMessagees in Settings > Messages.
 5. Wait 15 minutes - 1 hour, then try to message again.

 * If testers try to message a send Message for Business account before beeing
   Approved in Register, the device will show a "Not Delivered" alert. In such
   scenario, testers will have to wait up to 24h after beeing approved to
   successfully deliver their message.


Message Suggest

Message Suggest works best if your device settings are correctly set on your
iPhone. Review the following steps:

 1. Verify that you're logged into Messages with an Apple ID by going to
    Settings > Messages > Send & Receive. If you're not logged in with an Apple
    ID, click the Use your Apple ID for iMessages and wait a few moments to try
    Message Suggest again.
 2. Go to Settings > General > Language & Region. If you're tapping the phone
    number without the brand's country code in front it and the device region is
    set to anything other than the brand's country, then Message Suggest doesn't
    display. It displays only without the country code when set to the same
    country as the brand's.
 3. Verify that the Apple Infinite Loop number displays in Message Suggest when
    you tap it: +14086065775 [tel:+14086065775].
 4. Retry by tapping any of the brand's contact phone numbers.

If you’re logged in with an Apple ID in Messages and your device is set to the
brand's country, then try the following troubleshooting steps to clear the
cache:

 1. Close the Messages app.
 2. Clear the cache by setting the date forward and then setting the date back.
 3. Restart the device and wait approximately 30 seconds.
 4. Send a Message to a non-Messages for Business account.
 5. Tap the following number to see if Message Suggest triggers for you:
    +14086065775 [tel:+14086065775].
 6. Try tapping any of the brand's contact phone numbers.

Revision History

Date Version Summary 19 April 2022 2.4 Register links updated. 31 March 2022 2.3
Apple Messages localized new buttons. 23 March 2022 2.2 Apple Messages new
buttons and update to Design and Implement your User experience. Human Interface
Guidelines links updated. 25 November 2021 2.1.1 Fixes. 25 October 2021 2.1
Added Quick Reply supported. 20 September 2021 2.0.0 Rebranded Business Chat to
Messages for Business; Message Suggest to Message Suggest; removed 'BETA' from
Quick Reply. 22 June 2021 1.0.0 Initial release.


Revision Number Incrementation

Version Explanation 1.0.0 Major revision. Includes number increment and new
content. 1.0.0 Minor revision. Includes number increment and changes to current
content, such as content corrections, graphics, grammar, etc.