Conversations
With Apple Messages for Business, the customer must first start a conversation with your business before you can interact with them. Apple doesn't send customer information when they start an Apple Messages for Business conversation. Instead, they send an anonymous ID, called an opaque ID, that is unique to the customer's conversation with your business. Messaging a customer directly using their phone number won't initiate a conversation.
To track your customers, manage their details, and reach out to them easily, use Outbound Messages. This is a handy mini CRM within your LiveChat account. To see more, go to Outbound Messages.
That’s the end of the basics of Apple Messages for Business integration with LiveChat. If you’d like to learn more, check out the Developer Integrations or FAQ articles.
Adding your Apple Messages to a group
Remember to assign the relevant groups to each number for efficient communication. This allows you to assign agents (including bots) to specific numbers, ensuring only the selected group receives messages from that channel.
Creating a new group
You may need to create a new group. To do this, go to the Groups section under the Team tab and click on the + New group button.
Name it and add agents.
Click Done to finish.
You can edit your groups at any time by clicking the three dots menu next to one of them.
You can change the group name, add or remove members, adjust member priorities, and delete the group. After making changes, two buttons will appear at the bottom of the screen. Click Save changes to finish.
Connecting the Apple Messages to a group
Go to any chat made through Apple Messages in LiveChat, click on the Apple icon in the right sidebar, click the Settings icon, and scroll to the Routing section. Here, you can choose the group that will receive all the messages from this channel. Click Save to finish.
