Integrating Virtual Agent with Apple Messages for Business

The Conversational Integration with Apple Messages for Business application allows customers to engage with your business using their Apple devices. Conversational Integration with Apple Messages for Business provides rich messaging capabilities such as Apple pay, forms, time picker, and authentication.

Enable requesters to interact in a Apple Messages for Business chat with a virtual agent or live agent using the ServiceNow® Conversational Integration with Apple Messages for Business application. The application connects a requester with a virtual agent or live agent using your company's Apple Messages for Business account. To get started with the Conversational Integration with Apple Messages for Business application, see Install Conversational Integration with Apple Messages for Business.

Apple Messages for Business entry points

Customers can start a conversation with an agent from a variety of entry points. From each of these entry points, customers can launch the Apple messages app and compose a message. You can add custom buttons to a website, app, or social media page, so that customers can start a conversation with a Virtual Agent or live agent. For a full overview of the options available, see the Apple documentation.

Figure 1. Apple message example

• iMessage
• Apple Maps
• Apple Pay
• Search
• Apple apps
• QR codes
• Social media

Apple Messages for Business interactive features

Apple Messages for Business includes a set of interactive features such as list picker, time picker, authentication, and Apple pay.

Table 1. Interactive features

Feature	Description
Rich links	Adds a picture or video preview to a URL
Quick replies	The user can make an inline choice with a single tap. This includes responses like star ratings or thumbs up or down.
List pickers	Gives the user a list of options to choose from. For example, a travel site can show flights, accommodations, car rentals, and bookings.
Time pickers	Provides time slots for users to choose for appointments, deliveries, and services. To use time pickers, you must have Conversational Appointment Booking installed.
Apple Pay	Send Apple Pay requests over Messages. For more information on setting up Apple Pay, refer to the Apple documentation.
Authentication	Apple Messages for Business supports OAuth2 protocol to integrate sign-in authentication to the Messages app.
iMessage App	Users can interact with your business directly from the Messages app on their iPhone, where they are accustomed to messaging their contacts.
Image sharing	Users or live and virtual agents can send photos during a chat.
Video sharing	Users or live or virtual agents can send videos during a chat.
Document attachments	Users or live or virtual agents can send PDF documents during a chat.

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.