Apple's Experience Review
The Apple’s Experience Review (XP Review) is where Apple reviews the user experience of interacting with your brand before you launch to the public.
Before beginning the experience review, you should complete a quality assurance of your experience. Your account needs to meet the following requirements:
Connect your Apple Messages for Business account and confirm that messages are delivered.
If you are using your commercial account, the account access should be restricted to authorized Apple IDs. Under Account Testing > Advanced, select 'Restrict access to authorized Apple IDs'. Enter the Apple IDs that will test messages from their personal iPhones.
Configure, activate, and test both the automation and live agent interactions. Ensure that all use cases have been tested from the user perspective. All features and content in the experience should be reviewed, and any errors addressed.
Make sure agents have been prepared to handle Apple Messages for Business traffic and trained to support the channel use cases.
User Experience screen recording
For the XP Review, please record the customer journey from your end user’s perspective using Apple Messages for Business. The videos should reflect the user experience as it will appear in production, covering all use cases.
You need to create at least three separate videos showcasing:
the basic user experience with the virtual assistant, covering all of Apple’s requirements,
the outside working hours mechanism,
the returning costumer experience.
Only include footage from the user's device—there's no need to capture the agent console or backend bot triggers. If needed, feel free to split each video into multiple parts.
Make sure to use the Interactive Features. Also, follow Apple's Best Practices and Policies.
Required videos
The basic user experience
This video should show the user’s journey from start to finish, beginning with a welcome message and an initial set of options (initial triage). After making a choice by user, they should receive a response and be asked if they need any more help. Finally, the video will end with a goodbye message.
The outside working hours
The second video should show what happen if a customer reaches out for help outside of regular customer service hours, when live agents aren’t available. An automatic message should let them know when a live agent is able to respond.
The returning customer experience
The last video should show the experience for a returning customer. In this case, Apple suggests starting the conversation with a 'Welcome Back' message, rather than the usual introductory greeting.
Submitting the XP Review
Once you finish recording the experience, please email contact@livechat-integrations.com with the recording and the name of the brand you’ve added to Apple Register.
Our Support team will review the tour video and give you some pointers on what needs to be corrected (if there are any), and once everything is in line with Apple guidelines, we will send the recording to final Apple review.
Once we have feedback from Apple, we will work with you to implement Apple’s recommendations. Once XP Review is approved, your channel will be marked as live within two business days.