Experience Review
The Apple Experience Review (XP Review) ensures that your Apple Messages interactions align with customer expectations, delivering the best brand experience.
Before starting the Experience Review:
add testers to your business and check the message delivery,
create chatbots (ChatBot recommended), integrate them and add them to the same group as Apple Messages,
cover all use cases from the customer perspective,
test your bot's story (all automations, content, etc.) and live agent interaction to perfectly match your business’s needs,
ensure agents are trained to handle Apple Messages for Business traffic.
Check out the instructions on how to create a bot for Apple Messages at ChatBot: Customer experience practices and Technical configuration.
Customer Experience screen recording
For the XP Review, record the customer journey via Apple Messages for Business, showing the experience as it will appear in production across all use cases.
You need to create at least three separate videos showcasing:
the basic customer experience with the virtual assistant, covering all of Apple’s requirements,
the returning customer experience,
the outside working hours mechanism.
Make sure to use the Interactive Features. Also, follow Apple's Best Practices and Policies.
Include only the customer’s device perspective; no agent console or backend needed. Split videos into parts if necessary.
For tips on recording screens on Apple products, visit these links:
Required videos
The basic customer experience
Show the full customer journey: starting with a welcome message and initial triage, and ending with a goodbye message.
The returning customer experience
The second video should show a returning customer, starting with a 'Welcome Back' message instead of the usual greeting.
To filter new customers from returning customers, check out this article: Filtering customers
The outside working hours
This video should show after-hours customer outreach, with an automatic message indicating when a live agent will respond.
Create a second bot in ChatBot for after-hours support, then set operating hours for both bots in LiveChat settings. Learn more in this article: After-hours bot
Submitting the XP Review
Email your recorded video and brand name from Apple Register to contact@livechat-integrations.com. Our team will review and assist in implementing changes. After that, Apple will review it, and once approved by them, your channel will go live within two business days.
Once Apple approves XP Review, the next step is to set up Entry Points, and then you can Go Live.