# Enable Apple Messages for Business with Connect Customer
Your customers can engage directly with your contact center from within their Messages application on their iPhone, iPad, and Mac.
When you enable Apple Messages for Business, your customers can find answers to their questions and request help from agents to resolve issues, while using the familiar Messages application they use every day to chat with friends and family. Any time customers use Search, Safari, Spotlight, Siri, or Maps to call your registered phone number, they will be provided with the option to chat with your contact center.
Apple Messages for Business integration with Connect Customer enables you to use the same configuration, analytics, routing, and agent UI that you already use for [Connect Customer Chat](web-and-mobile-chat.md).
## Prerequisites: Determine if Apple Messages for Business is the right channel for your use case
To qualify as a business, make sure you meet the criteria listed in the [Apple Messages for Business documentation](https://register.apple.com/resources/messages/messaging-documentation/#qualifying-as-a-business).
If you determine that Apple Messages for Business is the right channel for your business, fill in the following forms:
+ [Apple Messages for Business readiness document](https://register.apple.com/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf)
+ [Description of your four primary use cases for Apple Messages for Business](https://register.apple.com/resources/messages/messaging-documentation/resources/Messages-for-Business_UseCases.pdf)
## Step 1: Register with Apple
Integrate Apple Messages for Business with Connect Customer by first registering with Apple as a brand. When you do, you'll get a unique Apple Messages for Business Account ID, and you can then link your Apple Messages for Business account to Connect Customer.
1. Go to the [Apple Messages for Business](https://register.apple.com/business-chat) page. In the box that says **As a business, I want to connect with my customers in the Messages app**, choose **Get Started**.
1. Create an Apple ID for your business, if you don't already have one.
An Apple ID is typically for the personal use of Apple services, such as storing personal content in iCloud and downloading apps from the App Store. If you have a personal Apple ID, we recommend that you create a separate one using your organization’s email address to administer Messages for Business. A separate administrative Apple ID lets you distinguish Messages for Business communications from personal Apple communications.
1. Register a profile for a new Messages for Business account by accepting **Apple’s Terms of Service**. We recommend creating a [Commercial Messages for Business Account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct#create-a-commercial-business-chat-account). You then provide business details, such as a logo and support hours.
1. Select Connect Customer as your Messaging Service Provider. You can do this by selecting Connect Customer from the drop-down or by entering the following URL:
+ **https://messagingintegrations.connect.amazonaws.com/applebusinesschat**
After you submit your application to Apple, you’ll see the status of your application at the top of your **Messages for Business Account** page.
For more information about registering with Apple, see the following articles on Apple's website: [Getting Started with Messages for Business](https://register.apple.com/resources/business-chat/BC-GettingStarted.pdf) and [Messages for Business Policies and Best Practices](https://register.apple.com/resources/business-chat/BC-Policies_and_Best_Practices.pdf).
## Step 2: Gather required information
Gather the following information so you have it on hand when you open a support ticket in Step 3:
1. **Apple Messages for Business Account ID**: After you’ve been approved by Apple Messages for Business, you will be issued an Apple Messages for Business Account ID. For information about locating your Apple Messages for Business Account ID, see [Find your Apple Messages for Business Account ID for your integration with Connect Customer](find-apple-messages-for-business-account-id.md).
**Note**
Your Apple Messages for Business Account ID is a randomized string of numbers and letters. It is not the same as your Apple ID.
1. **Apple Token**: This is a unique ID that authenticates your account. For help locating your Apple token, see [Find your Apple token when integrating Apple Messages for Business with Connect Customer](find-apple-token-id.md).
1. **Connect Customer instance ARN**: This is the identifier for the instance you want to link to your Apple business account. For information about locating your instance ID, see [Find your Connect Customer instance ID or ARN](find-instance-arn.md).
**Note**
Make sure you have service-linked roles enabled for the integration.
If your instance was created before **October 2018**, add the `connect:*` policy on the role that is associated with your Connect Customer instance. For more information about service-linked roles, see [Use service-linked roles and role permissions for Connect Customer](connect-slr.md).
1. **Connect Customer flow ID**: This is the identifier for the flow you want to use for inbound chats. For information about locating your flow ID, see [Find the flow ID when integrating Apple Messages for Business with Amazon Connect](find-contact-flow-id.md).
## Step 3: Link your Apple Messages for Business ID to Connect Customer
In this step you create a Connect Customer support ticket to link your Apple Messages for Business ID to Connect Customer.
1. Create a [special Support ticket](https://support.console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-chime-end-user&categoryCode=other) to link your Apple Messages for Business to Connect Customer.
If prompted, login using your AWS account.
**Tip**
Looking for technical support? [Open an Support ticket here](https://console.aws.amazon.com/support/home).
1. Choose **Account and billing**.
1. Use the dropdown box to choose **Chime (End user)**. For **Category** choose **Activation**, and then choose **Next step: Additional information**.
1. For **Subject** enter **Apple Messages for Business Integration request**.
1. In the **Description** box, copy and paste the following template:
```
Subject: Apple Messages for Business Integration request
Body:
Apple Messages for Business Account ID (required): {{enter your account ID}}
Apple Token (required): {{enter your Apple token}}
Connect Customer Instance ARN (required): {{enter your instance ARN}}
Connect Customer Flow ID (required): {{enter your flow ID}}
```
1. Attach the two forms from the [prerequisites](#apple-messages-for-business-prerequisites) section to the support ticket.
**Note**
This step is required. Your request will not be processed if you do not attach these forms.
The following image shows an example of a completed ticket:
1. Choose **Next step**.
1. Choose **Contact us**, choose your **Preferred contact language**, and then choose **Web** as the contact method, if it's not selected by default.
1. Choose **Submit**.
1. Support will work directly with the Connect Customer team on your request and follow up with any additional questions.
### Next steps
After Apple Messages for Business is enabled for your Connect Customer instance, you can [ add Apple Messages for Business features](add-apple-messages-for-business-features.md) to your messages. For example:
+ Deflect calls with Apple's Message Suggest.
+ Embed Apple Messages for Business buttons on your website.
+ Add list pickers, time pickers, forms, and quick replies to your messages.
+ Add Apple Pay, iMessage Apps, and Authentication to your integration.
+ Use rich links for URLs.
+ Route Apple Messages for Business messages using contact attributes.
+ Enable Attachments for your integration.
Additionally, pass the [Apple experience review](https://register.apple.com/resources/messages/messaging-documentation/xp-review).
## Step 4: Create and Submit Experience Review Recording
Record a demo experience for review by Connect Customer and Apple Messages for Business. The video must accurately represent the user journey that occurs when the account is in production (all use cases). Only upload a recording of the user's point of view (user's device). You don't need to send recordings from the agent console or the bot activated on the backend. You can split the video into multiple parts if needed. Demonstrate the [Rich Features](https://register.apple.com/resources/messages/messaging-documentation/customer-journey#interactive-features) you have integrated in the experience, the live agent interaction, and any [out of hours messages](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). Make sure you follow Apple Messages for Business's [Best Practices](https://register.apple.com/resources/messages/messaging-documentation/ux-design#best-practices) and [Policies](https://register.apple.com/resources/messages/messaging-documentation/policies).
**Tips for developing the user experience**
+ **Introductory/welcome message:** Auto-respond to first message in a new conversation should be provided within 5 seconds by an automated system. 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**. For more information, see [Automated Messaging](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging).
+ **Terms of Use and Privacy Policy statements:** These should be handled via a [Rich Link](https://register.apple.com/resources/messages/msp-rest-api/type-richlink#rich-link-messages) to the brand's web site, allowing users to read the full terms at their convenience. Do not send large bubbles of legal text in the conversation. These should only be sent the first time a user engages in the channel with the brand, or when the terms have been updated.
+ **Initial triage:** A triage menu should be sent at the beginning of the interaction. This is a quick way to guide and help the user. You may use a Quick Reply message (up to 5 options). For more information, see [Triage Customers](https://register.apple.com/resources/messages/messaging-documentation/ux-design#triage-customers).
+ **Make an introduction:** Always introduce live agents when a conversation begins, and after transferring a customer to a new agent.
+ **Live support availability:** 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. For more information, see [Automated Messaging](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging).
+ **Allow switching from an automated to a live agent:** A live agent must be reachable anytime the customer texts the word "help". 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."
+ **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.
+ **Rich Link:** All URLs should be sent as Rich Links. This means that no tap-to-load issues or in-text links should be sent. For more information, see [Use rich links for URLs](add-apple-messages-for-business-features.md#rich-links) .
+ **Feature bubbles:** Should have a relevant thumbnail image and call to action text, so customers are clear on the content of the feature and recognize it as a tap-able item.
+ **We encourage the use of satisfaction surveys:** Once you complete an interaction with a customer, you may want to provide them with a customer service satisfaction (CSAT) survey. For a better customer experience, provide the CSAT surveys after the experience and not after every FAQ. For more information, see [Satisfaction Surveys](https://register.apple.com/resources/messages/messaging-documentation/ux-design#satisfaction-surveys).
+ **Typing indicators:** When an agent, live or automated, starts typing, the typing indicator should be displayed, so the experience is consistent. The typing indicator should be displayed before any message type (text or interactive). For messages sent by bots, as well as messages in sequence, use only a 1-second typing indicators before each message. For more information, see [Typing Indicator Message](https://register.apple.com/resources/messages/msp-rest-api/common-specs#typingindicatormessage).
After your experience review recording is created, you can once again create a Connect Customer support ticket to share. Feedback will be provided by Connect Customer and Apple Messages for Business before final approval.
1. Create a [special Support ticket](https://support.console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-chime-end-user&categoryCode=other) to share your experience review recording. If prompted, login using your AWS account.
1. Choose **Account and billing**.
1. Use the dropdown box to choose **Chime (End user)**. For **Category** choose **Activation**, and then choose **Next step: Additional information**.
1. For **Subject** enter **Apple Messages for Business Experience Review request**.
1. In the **Description** box, copy and paste the following template:
```
Subject: Apple Messages for Business Experience Review request
Body:
Apple Messages for Business Account ID (required): {{enter your account ID}}
```
1. Attach the experience review recording.
1. Choose **Next step**.
1. Choose **Contact us**, choose your **Preferred contact language**, and then choose **Web** as the contact method, if it's not selected by default.
1. Choose **Submit**.
1. Support will work directly with the Connect Customer team on your request and follow up with any feedback.