iMessage Chatbot: How to Automate Apple Business Messages

There's no denying that Apple's product design is iconic — each major release draws huge lines outside their flagship stores. With more than 234.6 million iPhone units shipped worldwide in 2023 alone and over 1.46 billion active iPhone users worldwide, businesses can reach more customers by utilizing this popular interface. However, what many people might not realize is that Apple is also a powerhouse in the messaging world. 

The company has introduced Apple Messages to facilitate interactions between businesses and their customers via iMessage for business — and it's already embraced by industry giants and proven benchmarks such as Burberry, Four Seasons, Lowe's, Marriott, Hilton, The Home Depot, Vodafone, T Mobile, 1-800-Flowers, and many others!

In this article, we will highlight what is Apple Messages for Business, how it works, and how to maximize its potential to benefit your business with iMessage Сhatbot.

Apple Messages for Business is a powerful communication tool that allows businesses to interact with their customers directly through the Messages app on iPhone, iPad, MacBook, and Apple Watch. It is a far cry from the early days of mobile messaging, where plain-text SMS limited us to 160 characters. Nowadays, it can include:

Apple Messages operates by linking iMessage for business with your chosen approved Managed Service Provider (MSP). Once the company sets up and configures Apple Messages for Business with its MSP, customers can initiate conversations with you directly from your website, the company's iOS app, email, Maps, Safari, Siri, and Spotlight. For instance, customers can ask you a question about a product or service, complete a transaction using Apple Pay, or inquire about their order status.

The company can set up chatbots, triage conversations by classifying and assigning tickets to agents, trigger workflow automation, and more. Additionally, business owners can fully integrate iMessage Business Chat with their marketing, sales, and support software.

There are specific conditions for using Apple Messages for Business:

❗️ Apple Messages for Business is exclusive to users with iOS 11.3 or later and Mac OS 10.13.4 or newer. However, it's already linked to users' Apple ID, so there is no need for additional sign-ups or to re-enter personal information. 

❗️ Apple mandates a review of your messaging integration by their team — first during setup and again, right before launching. Once Apple Messages for Business is activated, your customers can initiate conversations through chat client links and search, while your profile will display a verification badge.

❗️ Conversations with your business can only be started when customers take the first step.

❗️ When a user begins a conversation, their personal information remains hidden unless they choose to share it.

❗️ If a customer removes the message thread or opts out of messages from your business, you won't be able to initiate contact through the chat until they choose to reach out to you again.

Both iMessages and Apple Business Messages operate within the Messages app on iOS devices. iMessage is the general messaging service used by individuals to communicate with each other, while Apple Business Messages is a specific feature within iMessage that allows businesses to interact with customers.

iMessages are primarily used for personal communication between individuals. It offers features like end-to-end encryption for secure messaging, read receipts to indicate when a message has been viewed, and the ability to send messages over Wi-Fi or cellular data networks. The service also supports group messaging, the ability to share your location, and integration with other Apple services like iCloud and Siri. To ensure you have enough storage for all your messaging needs, you can clean up your device, for example, your iCloud Drive space, unused apps, or cache.

With a simple tap, customers can reach you through the Apple Messages app, instantly connecting and significantly reducing the volume of phone calls to your contact center. Here is how it works from a customer's viewpoint:

Search Initiation:

A customer searches for a product or service using Search, Siri, Spotlight, or Maps on their iOS device, be it an iPhone, iPad, or Mac.

Search Results:

Search or Safari: if they use Search or Safari, results will display Business Cards, showing global contact details like your logo, phone number, email, website, and a Messages for Business icon. Tapping this icon starts a conversation directly in the Messages app.

Maps: if the search is conducted via Maps, results will show a Place Card, which includes your company's name and address, tied to a specific location.

Additional Channels: you can also share a link on your website or through other channels like email. Tapping this link will initiate a message in the Messages app.

Conversation Routing:

Once a conversation begins, Apple Messages for Business routes it to a Messenger Service Platform (MSP). The MSP aggregates messages, allowing agents to respond to customers directly from a central workspace.

Messaging is quickly becoming the go-to channel for businesses to connect with their customers. It's a game-changer for marketing products, enhancing customer experience, and boosting sales. In 2022, approximately 70% of consumers chose to receive business text messages. 

As the world's leading smartphone seller, Apple's messaging app is among the most popular globally. In fact, 57% of the US uses Messages as their default messaging app. It is one of the most beloved attributes of iOS products. This makes Apple Messages for Business an essential tool for customer service teams. Here are the top five reasons why your business should consider using this service.

Apple Messages for Business breaks down the walls of traditional customer service channels, ensuring swift and efficient exchanges between businesses and their customers. These barriers include:

Lengthy wait times & limited availability. Customer service channels such as phone support may operate within specific hours, leaving customers without assistance outside of those times. Chatbot for Apple Messages enables customers to reach out at their convenience and receive responses even outside of regular business hours. Additionally, immediacy fosters trust and establishes a connection that customers won't forget. 

Inconvenient processes. Some traditional channels may require customers to navigate through automated menus or fill out lengthy forms before reaching a representative. Apple Messages for Business offers a more streamlined experience, allowing customers to initiate conversations with ease.

Fragmented communication. Switching between different channels or representatives can lead to fragmented communication and delays in issue resolution. Apple Messages provides a unified platform for communication, ensuring continuity and consistency in customer interactions with the company.

Furthermore, traditional channels, especially communication with customers via phone calls, often lack context, requiring customers to repeat information multiple times as they are transferred between different agents or departments. 

Apple Messages for Business and iMessage chatbots maintain a thread of conversation, allowing all the information to be easily accessible to both customers and representatives, leading to more efficient problem-solving. Check out our recent blog post on how chatbots improve CX. 

Apple Messages for Business allows companies to send text messages as well as various multimedia elements, including images, videos, and interactive buttons. And, as we know, the 'Show, don't tell' rule works. By providing customers with a richer, more interactive communication experience, businesses can captivate their attention, encourage deeper engagement, and create more impactful connections.

You can keep your customers engaged and informed with personalized updates, promos, and notifications. Whether it’s a special offer, a new product launch, or important account information, you can deliver it directly through Apple Messages for Business to ensure your messages are seen and appreciated.

Unlike phone calls or emails that demand an agent's full attention, messaging allows service agents and salespeople to engage with multiple customers simultaneously. This boosts productivity, and with an iMessage bot, incoming conversations can be triaged and FAQs answered efficiently while company employees can handle tasks that require their direct involvement and cannot be delegated to automation tools.

At the same time, only 43% of companies have embraced the power of Apple Business Chat. But there's a gaping chasm between what customers expect and what customer service currently provides. That spells out a golden opportunity for your business to step up and harness this potential.

You can apply your logo and color schemes to extend brand identity into conversations. This means every interaction your customers have via Apple Messages for Business will reflect your unique branding, enhancing recognition and trust.

Apple Messages for Business works across iPhone, iPad, MacBook, and Apple Watch, ensuring broad reach and accessibility.

With Apple business messaging, users can book appointments, meetings, and get their deliveries sorted out hassle-free. Calendars are integrated into iOS, allowing customers to easily spot scheduling conflicts while organizing their plans. Additionally, with their consent, businesses can send appointment reminders to help keep them on track.

By integrating Apple Pay into a business messaging system, Apple lets the company's customers select and pay for products, track orders, and share payment information seamlessly. Companies can also create detailed product lists, support order tracking, and share important order details without a hitch.

Apple Business Messages app ensures business communications are secure with end-to-end encryption, covering everything from text messages to attachments like bank statements and utility bills. This robust security feature means that only company's representatives and the recipient can read messages, providing peace of mind that all sensitive information remains confidential.

Use the ultimate ‘try before you buy’ rule. Help customers decide if a product fits in their home with AR technology. With augmented reality, customers can visualize the product within their living spaces, aiding in their decision-making process. 

To streamline the sales process, complete transactions directly within Messages. Send payment requests via Apple Pay, allowing customers to effortlessly finalize their purchases without the hassle of entering extra information or retrieving a credit card. Everything is seamlessly handled within the chat, ensuring a smooth and convenient shopping experience.

With Apple Messages for Business, you can send rich links to products, enhancing the way you share information. A rich link is a URL that visually displays within the messaging conversation, complete with a thumbnail preview. 

This allows customers to verify they are getting information on the item they want before tapping the link. And because the rich link stays within the Messages app, your customers can tap it and then easily return to the conversation, making the entire shopping experience smoother and more engaging.

When you integrate your MSP, you are opening your business up to MSP's integrations. Therefore, you can effortlessly link Apple messages with back-end systems such as customer relationship management (CRM), order management systems (OMS), and authentication systems. Some MSPs might just cover the basics, while custom solutions from BotsCrew can support any integration you might need for effective and full-fledged work.

Unlock the Full Potential of Apple Business Messages with BotsCrew!

An MSP provides the essential software and services for your live agents to quickly respond to customer messages sent from Apple devices. How to choose an MSP?

For efficient business operations and agent productivity, it's crucial that these customer conversations are centralized in one place. This consolidation makes management feasible and effective. 

Apple has a structured process for registering Messages for Business accounts. Once you've selected your MSP (if you choose BotsCrew, we'll guide you through every step), here's how to register with Apple:

Get Started. Enter your Apple ID to continue. Click on Get Started to create a Business account.

Add Messages for Business Account and Service Providers.

In Messages, click + Add next to Messages for Business Accounts and Messaging Service Providers.

In Settings, click + Add next to Private Access Tokens Issuers.

In the Apple Business Register, click + Add next to Brands and Members.

Click Done.

Choose Messages for Business Accounts. Select Messages for Business Accounts.

Agree to Terms and Conditions. Check the box to agree to Apple's terms and conditions, then click Agree to create your Messages for Business account.

Create a Business Chat Account. Click + Add New to create a Business Chat account for your brand.

A commercial account is used to directly interact with your customers. To create one, follow these steps:

If your business has multiple locations or operates online, you'll need to create a brand. Here is how:

Create or Select a Brand. If you don't have a brand yet, add a new one by entering the brand details and clicking Add. Alternatively, select an existing brand if you already have one.

Set Up Your Brand Information:

Time Zone: Choose your time zone.

Response Time: Enter the estimated time it takes for a live agent to respond to customers during office hours.

Proceed. Click Next to continue.

To add your brand identity details, follow these steps:

Upload a Square Logo:

Upload a square logo that will appear in the conversation list. Ensure the logo has a full-color background and is not a personal or product image. If needed, use an online logo maker to design a wide logo. Verify the logo's appearance in both dark and light mode previews. Select the checkboxes to confirm the appearance, then click Next.

Add a Wide Logo:

Upload a wide logo that will be displayed at the top of the conversation. Ensure the wide logo has a transparent background and text. Verify the appearance of the wide logo in both dark and light mode previews. Click Next.

Final Verification:

Verify the color and logos in both dark and light mode previews. Select the checkboxes to confirm the appearance. Click Next to complete the process.

You can incorporate forms, lists, time pickers, and quick replies directly into your chats, allowing users to complete the entire sales process without ever leaving the Messages app. For instance, to enable Apple Pay for your customers, follow these steps:

Navigate to Apple Pay Settings:

Go to Settings > Integration > Apple Messages for Business. Click on Apple Pay.

Provide the Required Information:

Once all the information is entered, click Save.

There are also certain algorithms for integrating other functions into your Apple Business Chat. Furthermore, you can link your bot to the ABC channel. Once your chatbot is connected, ensure to test it immediately.

Before rolling out the functionality to your customers, set up an internal testing account with your MSP. This step ensures that all systems are working correctly and allows for troubleshooting any issues.

Integrate Apple Messages for Business with a chatbot for sales to handle more chats simultaneously and route customers to the right agent. Send rich messages like quick replies, cards, and carousels to boost user engagement.

However, when implementing a chatbot for Apple Business Messages, choosing the right software partner is crucial. At BotsCrew, we are excited to guide you through the process of creating an engaging iMessage chatbot. Here is how we can empower businesses across various industries:

To enroll your company in the Apple Developer Program and register for Business Chat. Our team will ensure you meet all requirements, complete the necessary documentation, and successfully navigate the enrollment procedures. This enrollment is crucial for accessing Apple's tools and resources, allowing your iMessage chatbot to utilize the full range of Business Chat features and functionalities.

To choose a Customer Service Platform (CSP) — Apple requires you to work with an approved CSP that integrates with Apple Business Chat. We will guide you through the selection process, ensuring you choose a platform that aligns with your business requirements and offers robust support for iMessage chatbot functionalities. This ensures compliance with Apple's standards and guarantees a smooth implementation, allowing you to leverage the full potential of Business Chat.

To configure your business account settings, including business details and customer service hours. By fine-tuning these settings, we ensure your chatbot provides a consistent and reliable customer service experience.

To integrate Business Chat with your existing customer service platform. This often involves API integration with your backend systems. Our expertise ensures that the iMessage chatbot communicates effortlessly with your CRM, databases, and other essential tools, providing a unified and efficient service experience. This integration allows for real-time data synchronization, streamlined workflows, and enhanced customer support capabilities.

To design the conversation experience. Our team will meticulously plan and design engaging and helpful chat interactions that cater to your specific business needs. From understanding user intents to providing precise responses, our iMessage chatbots are designed to offer a personalized and efficient communication experience.

To launch and monitor the solution. Once everything is set up and tested, we'll launch your chat service and keep a close eye on the interactions, gathering valuable customer feedback to make continuous improvements. Our continuous monitoring and adjustments will help maintain an optimal chat experience, ensuring your iMessage chatbot consistently meets your business goals and customer expectations.

☑️ Expertise and experience. For over 7 years, we've been working with a variety of innovative companies that want to connect to their customers through top-notch chatbots. We know the ins and outs of Apple Messages for Business and are adept at customizing a chatbot for iMessage to meet the unique needs of various businesses. This ensures that you're not just adopting a new tool but optimizing it for maximum impact.

☑️ Building a rich messaging experience. Engaging with images, GIFs, and videos comes naturally to your customers, yet plain text/SMS messaging simply can't offer that dynamic interaction. That's where BotsCrew steps in. We can help you integrate Apple Messages for Business' rich messaging capabilities into your customer communications, transforming them into a sensory-rich shopping and customer service experience.

☑️ Seamless integration. Whether it's your CRM, customer service software, or any other business tool, we guarantee a seamless integration process. Our solutions work harmoniously with your existing systems.

Resolve calls before they reach your IVR queue. Enable agents to manage 6 or more conversations at a time. Deliver better customer experiences with built-in features, such as Apple Pay, list pickers, time pickers, and AR. Grow brand visibility. Boost sales directly in chat. 

Build richer connections with customers.