Conversational Integration with Apple Messages for Business

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Conversational Integration with Apple Messages for Business

    The Conversational Integration with Apple Messages for Business application enables customers to engage with businesses via their Apple devices. It connects requesters to either a virtual agent or a live agent through the company's Apple Messages for Business account, enhancing customer interactions within the familiar messaging environment.

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    To implement this integration, refer to the installation guidelines for the Conversational Integration with Apple Messages for Business application.

    Apple Messages for Business Entry Points

    Customers can initiate conversations through various entry points such as:

    • iMessage
    • Apple Maps
    • Apple Pay
    • Apple apps
    • QR codes
    • Social media

    Custom buttons can also be added to websites and apps to facilitate starting conversations with virtual or live agents. For detailed options, consult Apple documentation.

    Apple Messages for Business Interactive Features

    This integration includes several interactive features designed to enhance user experience:

    • Rich links: Adds a visual preview of URLs.
    • Quick replies: Allows users to respond with a single tap (e.g., star ratings).
    • List pickers: Presents users with a selection of options, such as travel-related choices.
    • Time pickers: Enables users to select time slots for services (requires Conversational Appointment Booking).
    • Apple Pay: Facilitates payment requests through Messages.
    • Authentication: Supports OAuth2 for secure sign-in within the Messages app.

    Media Sharing

    Users can share images, videos, and PDF documents during chats with agents, enhancing communication and information exchange.

    Next Steps

    To explore available applications, visit the ServiceNow Store for comprehensive information on submissions and cumulative release notes.

    The Conversational Integration with Apple Messages for Business application allows customers to engage with your business using their Apple devices. Conversational Integration with Apple Messages for Business provides rich messaging capabilities such as Apple pay, forms, time picker, and authentication.

    Overview

    Enable requesters to interact in a Apple Messages for Business chat with a virtual agent or live agent using the ServiceNow® Conversational Integration with Apple Messages for Business application. The application connects a requester with a virtual agent or live agent using your company's Apple Messages for Business account. To get started with the Conversational Integration with Apple Messages for Business application, see Install Conversational Integration with Apple Messages for Business.

    Apple Messages for Business entry points

    Customers can start a conversation with an agent from a variety of entry points. From each of these entry points, customers can launch the Apple messages app and compose a message. You can add custom buttons to a website, app, or social media page, so that customers can start a conversation with a Virtual Agent or live agent. For a full overview of the options available, see the Apple documentation.

    Figure 1. Apple message example
    Device with Apple "message us" button displayed
    • iMessage
    • Apple Maps
    • Apple Pay
    • Search
    • Apple apps
    • QR codes
    • Social media

    Apple Messages for Business interactive features

    Apple Messages for Business includes a set of interactive features such as list picker, time picker, authentication, and Apple pay.

    Table 1. Interactive features
    Feature Description
    Rich links Adds a picture or video preview to a URL
    Quick replies The user can make an inline choice with a single tap. This includes responses like star ratings or thumbs up or down.
    List pickers Gives the user a list of options to choose from. For example, a travel site can show flights, accommodations, car rentals, and bookings.
    Time pickers

    Provides time slots for users to choose for appointments, deliveries, and services.

    To use time pickers, you must have Conversational Appointment Booking installed.
    Apple Pay

    Send Apple Pay requests over Messages.

    For more information on setting up Apple Pay, refer to the Apple documentation.
    Authentication Apple Messages for Business supports OAuth2 protocol to integrate sign-in authentication to the Messages app.
    iMessage App Users can interact with your business directly from the Messages app on their iPhone, where they are accustomed to messaging their contacts.
    Image sharing Users or live and virtual agents can send photos during a chat.
    Video sharing Users or live or virtual agents can send videos during a chat.
    Document attachments Users or live or virtual agents can send PDF documents during a chat.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.