FAQ

Why can't I see the username in LiveChat?

For privacy reasons, businesses don’t receive customers’ phone numbers, email addresses, or iCloud account information. Instead, each customer has a unique Opaque ID for each chat with your business. The customer decides if and when to share personal info. You can save the user’s name via Outbound Messages, which will let you see it in all conversations.

For more information, see Apple Platform Security.

“Not delivered” appears when I test messages

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

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