--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich 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: Zurich * * Updated July 31, 2025 * * ![](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 seamlessly connect Apple Messages for Business chat conversations with Customer Service Management (CSM). This integration allows customer contacts and consumers to initiate chat conversations with virtual or live agents directly through Apple Messages, providing a streamlined and efficient customer support experience. Show full answer Show less ## Key Features * Customers can start chat conversations on Apple Messages for Business with virtual agents or live agents. * Chats support searching community posts and knowledge articles, accessing service catalogs, and creating customer service cases. * Agents can view chat conversation details tied to work items within the Agent Workspace. * Agent Workspace Inbox displays presence information for Apple Messages for Business service channels, enabling agents to manage conversations effectively. * Predefined Customer Service Virtual Agent conversations can be used to capture customer information during chats. ## Example Workflow In a typical use case, a customer requests a replacement credit card via Apple Messages chat with a Virtual Agent. The system identifies the customer, collects necessary details through forms, and schedules delivery. The customer can also explore additional services, such as home refinance options, and escalate the conversation to a live agent for specialized assistance. The Customer Service Management application manages these interactions of type Messaging and records customer feedback through quick reply actions. ## User Roles and Permissions To utilize this integration, specific roles are required: * **agentworkspaceuser:** Accept and handle Apple Messages for Business chat conversations via Advanced Work Assignment. * **sncustomerservicemanager:** View Apple Messages for Business chat conversation details through interaction records. * **sncustomerservice.consumer** and **sncustomerservice.customer:** Initiate chat conversations with virtual or live agents, search knowledge bases, and create service cases. ## Practical Benefits for ServiceNow Customers This integration enhances customer engagement by offering a familiar messaging platform for support and service requests. It streamlines communication workflows for agents and supports efficient case creation and knowledge access, resulting in faster issue resolution and improved customer satisfaction. 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. As an administrator, if you have configured the Conversational Integration with Apple Messages for Business application, then your 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=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US). Refer to the Apple [documentation](https://register.apple.com/resources/messages/messaging-documentation/) for more details about Apple Messages for Business. 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/DWUXx67Q5v1A8LbZhq3A6w "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 so that you can 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}