--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Integrating Apple Messages for Business with Customer Service Management # Integrating Apple Messages for Business with Customer Service Management {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integrating Apple Messages for Business with Customer Service Management The Conversational Integration with Apple Messages for Business application enables ServiceNow customers to deliver a seamless chat experience by integrating Apple Messages for Business into Customer Service Management (CSM). This integration allows consumers and customer contacts to start chat conversations with virtual or live agents through Apple Messages for Business on iMessage. Show full answer Show less Once configured, agents can accept and manage Apple Messages for Business chat conversations directly within the ServiceNow Agent Workspace, enhancing customer engagement by providing quick access to knowledge articles, community posts, service catalogs, and case creation. ## Key Features * Customers can initiate chat conversations via Apple Messages for Business with either virtual agents or live agents. * Virtual agents can assist customers by searching for articles, delivering knowledge management content, providing access to service catalogs, and facilitating customer service case creation. * Agents can view detailed conversation information linked to initiated work items within the Agent Workspace. * The Apple Messages for Business service channel integrates presence indicators in the Agent Workspace Inbox, streamlining agent workload management through Advanced Work Assignment. * Administrators have the option to use predefined Customer Service Virtual Agent conversations to capture customer information efficiently. ## Example Workflow The integration supports complex customer interactions, such as a customer requesting a replacement credit card via a virtual agent on iMessage. The process includes selecting the card, providing necessary replacement details, scheduling delivery, and exploring additional services like home refinance options. If needed, the customer can escalate to a live agent for further assistance, such as scheduling a callback with a mortgage specialist. Feedback can also be submitted through quick reply actions within the chat. ## User Roles and Access Specific roles are required to utilize the features of this integration: * **agentworkspaceuser:** Allows agents to accept Apple Messages for Business chat conversations through the service channel and manage them via Advanced Work Assignment. * **sncustomerservicemanager:** Enables managers to view detailed chat conversation records labeled as Messaging and subtype Apple. * **sncustomerservice.consumer** and **sncustomerservice.customer:** Allow end users to initiate chat conversations with virtual or live agents, search knowledge bases, access service catalogs, and create cases. ## Next Steps for Configuration To enable this integration, administrators should configure the Conversational Integration with Apple Messages for Business application within ServiceNow. This setup involves linking the Apple Messages for Business service channel and defining virtual agent conversations as needed to optimize customer engagement and support workflows. Deliver a pre-integrated chat conversation experience with the Conversational Integration with Apple Messages for Business app for consumers and customer contacts. Integrate Apple Messages for Business by using the ServiceNow® Conversational Integration with Apple Messages for Business application. After you configure the Conversational Integration with Apple Messages for Business application, customer contacts and consumers can initiate a Apple Messages for Business chat conversation with a virtual agent or live agent. An agent can accept a conversation initiated from a Apple Messages for Business chat conversation. For more information, see [Conversational Integration with Apple Messages for Business](https://www.servicenow.com/docs/access?context=integration-apple-mssg&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). For more information about Apple Messages for Business, see the Apple [documentation](https://register.apple.com/resources/messages/messaging-documentation/). Note: As an administrator, you can also use any predefined Customer Service Virtual Agent conversations to capture information from customer contacts or consumers. For more information, see [Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/lNixLXuR30Ome9C~cAgB_A "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent."). Key features of the integration include the following: * Customers can initiate Apple Messages for Business chat conversations with a virtual agent or live agent. * Use the chat to search for articles in community posts and knowledge articles, access service catalogs, or create a customer service case. * View the Apple Messages for Business chat conversation details from which a work item was initiated in Agent Workspace. * Indicate your presence in the Agent Workspace Inbox with the Apple Messages for Business service channel. {#integrate-amb-with-csm__ul_kbt_rgy_nqb} ## Example workflow {#integrate-amb-with-csm__section_dbh_plh_jnb} In this example workflow, the Conversational Integration with Apple Messages for Business application is used to resolve a consumer issue: 1. A customer wants to get a replacement credit card, and initiates a Apple Messages for Business chat conversation on iMessage using the Virtual Agent bot. 2. The Customer Service Management application identifies the customer and starts an interaction of type Messaging. 3. The customer is presented with a list of credit card options that they own and picks that card that they want to replace. 4. A form opens and asks about the reason for replacement, date lost, address, and phone number. The customer submits the form. 5. The customer selects the iMessage app to schedule the delivery. 6. The replacement card is scheduled to arrive in 3-5 business days. 7. The customer additionally wants to know about home refinance options, and is shown links on refinancing. 8. The customer then selects to chat with a live agent. 9. A live agent schedules a call back with a mortgage specialist. The Customer Service Management application starts another interaction of type Messaging. 10. The customer sends feedback on the interaction using the quick reply action. {#integrate-amb-with-csm__ol_ebh_plh_jnb} ## End users and roles {#integrate-amb-with-csm__section_kcl_jnh_jnb} Users with the roles listed in the following table can use the Conversational Integration with Apple Messages for Business application. {#integrate-amb-with-csm__using-chat-zoom-connector__table_n1q_3rc_tmb__entry__2} | Roles | Tasks | |-|-| | agent_workspace_user | Accept an ongoing Apple Messages for Business chat conversation with a customer through the Apple Messages for Business service channel in Advanced Work Assignment. | | sn_customerservice_manager | View details of a Apple Messages for Business chat conversation by using interaction records of type Messaging and subtype Apple. | | sn_customerservice.consumer, sn_customerservice.customer | Initiate Apple Messages for Business chat conversations with a virtual agent or live agent. Search for articles in Communities and Knowledge Management, access service catalogs, and create a customer service case. | [Table 1. Roles required for Conversational Integration with Apple Messages for Business] {#integrate-amb-with-csm__using-chat-zoom-connector__table_n1q_3rc_tmb} For configuration information, see [Configure Apple Messages for Business](https://www.servicenow.com/docs/T6kMuWF4HdzeX7i2k8251g "Apple Messages for Business integration enables customers to start secure conversations from the Messages app on Apple devices. Agents manage these interactions in CSM Workspace with full customer context, case details, and conversation history.").