FAQ

Which operating systems can use Apple Messages for Business?
Apple devices running iOS 11.3 and later or macOS 10.13.4 and later support Apple Messages for Business.

What are the differences between iMessage and Apple Messages for Business?
SMS, iMessage, and Apple Messages for Business share the same hosting Apple Messages app available on Apple devices. Apple Messages for Business differs from the widely known iMessage by being a business to end-user service. Additionally, the encryption mechanism slightly differs from a traditional iMessage. Apple recommends to use Apple Messages when referring the service to a consumer.

How can customers contact my business?
To identify a business that uses Apple Messages for Business look for a button that looks like a Messages bubble with a call to action (see image below). Customers can start an Apple Messages for Business conversation by tapping the Apple Messages for Business button on any touch point the business placed it, such as websites, mobile sites, emails, leaflets through a QR code, or in an iOS app. For additional entry points, see Entry Points.

Can I message my employees through Apple Messages for Business?
Apple Messages for Business currently does not support internal business, or business-to-business, communications.

Can I use my own bot to access the Apple Messages for Business REST API?
A blend of bots, or virtual agents, and human agents is recommended to manage Apple Messages for Business. The option to escalate to a human agent is mandatory in Apple Messages for Business. For implementation purposes, a virtual assistant needs to access Apple Messages for Business through a Messaging Service Provider (MSP), not through the Apple Messages for Business REST API.

Can I reach out to customers through Apple Messages for Business using their phone numbers?
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. Apple Messages for Business sends 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 an Apple Messages for Business conversation.

What is an Opaque ID?
For privacy, the business doesn’t receive the user’s phone number, email address or iCloud account information. The Opaque ID is unique to the relationship between the customer's Apple ID and the business’s business ID. A customer has a different Opaque ID for every chat they have using Apple Messages for Business. The customer decides if and when to share personal identifying information with the business. For more information, see Apple Platform Security

Can I deploy Apple Messages for Business with only virtual agents?
Apple recommends a blend of bots, or virtual agents, and human agents to manage Apple Messages for Business. The option to escalate to a human agent is mandatory in Apple Messages for Business. Therefore, Apple won't approve a deployment using virtual agents exclusively or live agents exclusively.

Can customers reach any business?
Businesses need to register for Apple's Apple Messages for Business service and confirm that they can provide an Apple Messages for Business service. Once Apple confirms the capability, in addition to other details businesses provided, then the business can be reached by customers through Apple Messages for Business.

Can the customer add others to start a group chat?
Group chat with a business is not supported.

Can I continue to communicate with my customer after the initial conversation?
Respond only to active conversations. When a customer ends a conversation they shouldn't receive additional messages unless they initiate a new conversation.

I’ve created Messages for Business account, but the error “not delivered” is encountered when I'm testing messages.

First, please check if iMessage is enabled, described in this article. Then please check if your messages are synced in cloud and your apple ID is added in your Apple Business Account:

When all above checked please delete the conversation from iPhone/Mac and try to initiate a new.