Integrating Virtual Agent with Apple Messages for Business
Summarize
Summary of Integrating Virtual Agent with Apple Messages for Business
The Conversational Integration with Apple Messages for Business application enables ServiceNow customers to engage with their users through Apple devices using Apple Messages for Business. This integration allows requesters to interact seamlessly with either a Virtual Agent or a live agent via the company's Apple Messages for Business account, enhancing customer communication with rich messaging capabilities.
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This integration supports multiple entry points for users to start conversations, including custom buttons on websites, apps, social media pages, Apple Maps, and QR codes, making it easy for customers to initiate contact.
Key Features
- Rich Messaging Capabilities: Includes support for Apple Pay, forms, time pickers, authentication, and multimedia sharing (images, videos, PDF documents).
- Interactive Messaging Elements:
- Rich Links: Preview images or videos from URLs.
- Quick Replies: Inline single-tap choices such as star ratings or thumbs up/down.
- List Pickers: Present users with selectable options (e.g., flights, bookings).
- Time Pickers: Allow users to select appointment or service times (requires Conversational Appointment Booking installed).
- Apple Pay Integration: Enables sending Apple Pay requests within messages.
- Authentication: Supports OAuth2 protocol for sign-in within Messages.
- iMessage App Support: Users interact directly via the familiar Messages app interface on iPhone.
Practical Benefits for ServiceNow Customers
- Offers a familiar and convenient communication channel for users on Apple devices, improving engagement and customer satisfaction.
- Supports rich, interactive content and secure payment/authentication flows, enabling more dynamic and secure conversations.
- Enables easier integration of Virtual Agents and live agents into Apple’s messaging ecosystem, expanding support options.
- Multiple entry points allow businesses to embed messaging options across various platforms and media, increasing accessibility.
Next Steps
To implement this integration, ServiceNow customers should begin by installing the Conversational Integration with Apple Messages for Business application. For detailed setup and configuration, refer to the installation documentation and Apple’s official guidelines on Apple Pay and other features.
Additional ServiceNow apps related to this integration can be found on the ServiceNow Store, including cumulative release notes and version history for ongoing updates.
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.
- 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.
| 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.