--- 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 --- # Configure Apple Messages for Business # Configure Apple Messages for Business {#ariaid-title1} Release version: Australia Updated July 29, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Configure Apple Messages for Business The Apple Messages for Business integration allows your customers to initiate secure conversations directly from the native Messages app on Apple devices. These conversations are managed within the Customer Service Management (CSM) Workspace, providing agents with comprehensive customer context, case details, and full conversation history. This integration meets customer expectations by enabling support through a familiar messaging platform, streamlining interactions without requiring customers to switch channels. Show full answer Show less When a customer starts a chat via Apple Messages for Business, an interaction is created and linked to their customer profile and case history in CSM Workspace. If the customer is not logged in, agents can perform a lookup to verify and connect the conversation to the correct account. Agents can then handle these interactions as work items, maintaining seamless conversation history and context. Virtual Agent supports initial inquiries and can escalate conversations to live agents through Advanced Work Assignment (AWA) when needed. ## Key Features * **Seamless Omnichannel Support:** Customers interact via Apple Messages while agents manage conversations in CSM Workspace with full context. * **Virtual Agent Integration:** Handles initial requests with qualifying questions, product recommendations, self-service options, and smooth escalation to live agents. * **Context Preservation:** Conversation transcripts and customer data persist across automated and live interactions for consistent service. * **Rich Controls:** Supports interactive elements such as images, appointment pickers, and Apple Pay integration to enhance the customer experience. * **Advanced Work Assignment (AWA):** Automatically routes escalated conversations to the most suitable live agents. * **CSM Configurable Workspace:** Customizable agent workspace with profile cards, rich media widgets, and loyalty status display. ## Implementation Workflow To deploy Apple Messages for Business integration, follow these core configuration steps, typically performed by administrators and CSM admins: * Install the Conversational Integration with Apple Messages for Business plugin from the ServiceNow Store. * Review Virtual Agent integration capabilities with messaging apps and live agent transfer patterns. * Create and configure an Apple Business Register account and obtain a Business ID. * Set up OAuth authentication credentials between Apple and ServiceNow. * Link the Apple Messages channel to CSM and configure rules for auto-creating interactions. * Configure data extraction to capture customer profile information from chat conversations. * Design and customize the CSM Configurable Workspace to support Apple Messages interactions. * Enable smooth conversation handoff from Virtual Agent to live agents. ## Customer Benefits This integration reduces channel switching and delivers consistent, efficient support by enabling customers to use their preferred Apple Messages app to ask questions, resolve issues, schedule appointments, or make purchases. Conversations maintain continuity across virtual and live agent support, enhancing service quality and customer satisfaction. For example, a customer can begin with Virtual Agent assistance and seamlessly escalate to a live agent who has full context, facilitating personalized and productive interactions. 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. Customers expect to reach support through familiar messaging channels. Apple Messages for Business integration connects the native Messages app on Apple devices to Customer Service Management (CSM) Workspace, allowing customers to start conversations without leaving their preferred messaging platform.{#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-para-1} When a customer starts a conversation through Apple Messages for Business, the CSM Configurable Workspace creates an interaction and links it to the customer's profile, case history, and conversation context, when available. When the user is not logged in, a live agent does a lookup and verifies in the CSM Configurable Workspace to link the customer account. Agents can accept these conversations as work items, review related information, and respond without losing conversation history. Virtual Agent can handle initial requests, and Advanced Work Assignment (AWA) routes escalated conversations to appropriate agents.{#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-para-2} Customers can use Apple Messages for Business to ask questions, resolve issues, schedule appointments, or make purchases. Conversations can transition between automated and agent-assisted support without losing context. This integration reduces channel switching and provides consistent service across support experiences.{#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-para-3} Here's an example of a customer service journey using Apple Messages for Business application for omnichannel, seeking shopping assistance with virtual and live agents. Maya, a premium customer, starts an Apple Messages for Business conversation with Luxe Boutique Collective to get help selecting a gift. CSM creates an interaction, associates it with Maya's profile, purchase history, and conversation history, and starts the flow with Virtual Agent.{#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-section-zyg-2tr-bkc-para-1} Virtual Agent asks qualifying questions, suggests products, checks availability, and offers self-service appointment options. When the Virtual Agent can't resolve the request, the conversation escalates with the transcript and context preserved. AWA routes the work item to Jordan, a live agent, who reviews the context in CSM Workspace and consults Priya, a product specialist, for recommendations.{#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-section-zyg-2tr-bkc-para-2} Priya shares product details and images. Jordan sends appointment options. Maya completes the purchase using Apple Pay. The full interaction remains available for future follow-up across automated and agent-assisted support.{#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-section-zyg-2tr-bkc-para-3} Figure 1. Apple Messages for Business configuration workflow ## Apple Messages for Business implementation workflow {#omnichannel-configure-apple-messages-for-business__omnichannel-configure-apple-messages-for-business-section-zl4-htr-bkc} Complete these tasks to implement [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). See [Exploring Conversational Integration with Apple Messages for Business](https://www.servicenow.com/docs/access?context=exploring-va-apple-msg-business&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for more information.{#omnichannel-configure-apple-messages-for-business__table_yq2_fww_bkc__entry__4} | | Configuration step | Description | Role | |-|-|-|-| | 1 | [Install Conversational Integration with Apple Messages for Business](https://www.servicenow.com/docs/access?context=messg-apple-install&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Install the Conversational Integration with Apple Messages for Business plugin from the ServiceNow Store. | Admin, Sys Admin | | 2 | [Integrating Virtual Agent with messaging apps](https://www.servicenow.com/docs/access?context=va-integration-messaging-apps&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Review the Virtual Agent messaging app integration framework to understand supported channels, rich control capabilities, and live agent transfer patterns. | Admin | | 3 | [Set up the integration on Apple Messages for Business](https://www.servicenow.com/docs/access?context=set-up-apple-messages&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Create and configure Apple Business Register account and obtain the Business ID. | Admin | | 4 | [OAuth setup for Apple Messages for Business](https://www.servicenow.com/docs/access?context=oauth-setup-apple&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Set up OAuth authentication credentials between Apple and ServiceNow. | Admin | | 5 | [Integrating the Conversational Integration with Apple Messages for Business app with other applications](https://www.servicenow.com/docs/access?context=messg-apple-integrating-apps&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Link the Apple Messages for Business channel to CSM and configure auto-creation rules. | Admin | | 6 | [Capturing information from a user in a Apple Messages for Business chat conversation](https://www.servicenow.com/docs/access?context=messg-apple-capture-info&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Configure data extraction for customer profile from Apple Messages. | Admin | | 7 | [Set up CSM Configurable Workspace](https://www.servicenow.com/docs/dI5xpCgW5_hU5pL289B1ww "Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.") | Design workspace with agent profile cards, rich media widgets, and loyalty status. | CSM Admin | | 8 | [Transfer Apple Messages for Business chat conversations to live agents](https://www.servicenow.com/docs/access?context=messg-apple-live-agent-conv&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) | Configure smooth handoff from Virtual Agent to a live agent. | Admin | [ ] {#omnichannel-configure-apple-messages-for-business__table_yq2_fww_bkc} Note: An admin can configure Rich Controls for Apple Messages. This enables setting up interactive controls for images, appointment pickers, and Apple Pay integration. See [Integrating Apple Messages for Business with Customer Service Management](https://www.servicenow.com/docs/jKVpKisScmcOb2bRKnd64w "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.").