Integrating Apple Messages for Business with Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating Apple Messages for Business with Customer Service Management

    The Conversational Integration with Apple Messages for Business application enables ServiceNow customers to provide a seamless chat experience on Apple Messages for Business. This integration allows customer contacts and consumers to initiate chat conversations with virtual or live agents directly through iMessage. Agents can manage these conversations within the Agent Workspace, enhancing customer engagement and support efficiency.

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    Key Features

    • Customers can start chat conversations on Apple Messages for Business with virtual or live agents.
    • Chat interactions support searching community posts and knowledge articles, accessing service catalogs, and creating customer service cases.
    • Agents can view chat conversation details linked to work items in Agent Workspace.
    • Agent presence is indicated in the Agent Workspace Inbox through the Apple Messages for Business service channel.
    • Predefined Customer Service Virtual Agent conversations can be leveraged to capture customer information effectively.

    Example Workflow

    A typical interaction involves a customer initiating a chat to request a replacement credit card via the Virtual Agent. The system identifies the customer, collects necessary details through forms, and schedules delivery. Additional inquiries, such as home refinance options, can be addressed with information links or by transferring to a live agent who can schedule callbacks. Customers can also provide feedback via quick reply actions.

    Roles and Permissions

    Access to this integration requires specific roles:

    • agentworkspaceuser: Accepts Apple Messages for Business chat conversations via the service channel in Advanced Work Assignment.
    • sncustomerservicemanager: Views Apple Messages for Business chat details through interaction records.
    • sncustomerservice.consumer and sncustomerservice.customer: Initiate chat conversations with virtual or live agents, enabling them to search knowledge bases, access catalogs, and create cases.

    Deliver a pre-integrated chat conversation experience with the Conversational Integration with Apple Messages for Business app for consumers and customer contacts. Integrate Apple Messages for Business by using the ServiceNow® Conversational Integration with Apple Messages for Business application.

    As an administrator, if you have configured the Conversational Integration with Apple Messages for Business application, then your customer contacts and consumers can initiate a Apple Messages for Business chat conversation with a virtual agent or live agent. An agent can accept a conversation initiated from a Apple Messages for Business chat conversation. For more information, see Integrating Virtual Agent with Apple Messages for Business. Refer to the Apple documentation for more details about Apple Messages for Business.

    Note:
    As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see Customer Service Virtual Agent conversations.
    Key features of the integration include the following:
    • Customers can initiate Apple Messages for Business chat conversations with a virtual agent or live agent.
    • Use the chat to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case.
    • View the Apple Messages for Business chat conversation details from which a work item was initiated in Agent Workspace.
    • Indicate your presence in the Agent Workspace Inbox with the Apple Messages for Business service channel.

    Example workflow

    In this example workflow, the Conversational Integration with Apple Messages for Business application is used to resolve a consumer issue:

    1. A customer wants to get a replacement credit card, and initiates a Apple Messages for Business chat conversation on iMessage using the Virtual Agent bot.
    2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging.
    3. The customer is presented with a list of credit card options that they own and picks that card that they want to replace.
    4. A form opens and asks about the reason for replacement, date lost, address, and phone number. The customer submits the form.
    5. The customer selects the iMessage app to schedule the delivery.
    6. The replacement card is scheduled to arrive in 3-5 business days.
    7. The customer additionally wants to know about home refinance options, and is shown links on refinancing.
    8. The customer then selects to chat with a live agent.
    9. A live agent schedules a call back with a mortgage specialist. The Customer Service Management application starts another interaction of type Messaging.
    10. The customer sends feedback on the interaction using the quick reply action.

    End users and roles

    Users with the roles listed in the following table can use the Conversational Integration with Apple Messages for Business application.

    Table 1. Roles required for Conversational Integration with Apple Messages for Business
    Roles Tasks
    agent_workspace_user Accept an ongoing Apple Messages for Business chat conversation with a customer through the Apple Messages for Business service channel in Advanced Work Assignment.
    sn_customerservice_manager View details of a Apple Messages for Business chat conversation by using interaction records of type Messaging and subtype Apple.
    sn_customerservice.consumer, sn_customerservice.customer Initiate Apple Messages for Business chat conversations with a virtual agent or live agent so that you can search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case.