Configuring Apple Messages for Business Messaging Accounts

Messaging accounts can be configured for Apple Messages for Business. These messaging accounts enable companies to use Apple Messages for Business to communicate with customers who prefer to use their Apple devices to contact support. With an Apple Messages for Business account, companies can utilize the architecture of the application to handle customer inquiries with the virtual assistant, provide support through rich text articles and even make offers and sales directly to the customer with Apple Pay. 

Apple Messages for Business for Conversation Hub Configuration Process

Before using the Conversation Hub to retrieve and route Apple Messages for Business messages, some important provisioning steps are required to establish the account. The following must be performed.

  • Get the Apple ID for the business (create new or use existing).

  • Create a Business Chat Account for Apple Messages for Business.

  • Optionally, provision a virtual assistant created in the Botmaster Console. For more information, see eGain Botmaster Console Help.

  • Configure the account in the application. For more details, see Configuring the Apple Messages for Business Account in the Application.

  • Configure the conversation channel in Administration. For more information,  see Configuring Messaging Adapters.

  • Test Apple Messages for Business and go Live.

Configuring the Apple Messages for Business Account in the Application

To configure an Apple Messages for Business messaging account:

  1. From the Partition and Departments dropdown menu, select a department.

  2. From the Navigation menu, browse to Apps > Chat & Messaging > Accounts. 

  3. On the List page toolbar, click the New New Button button.

  4. On the Properties page, provide the following:

    • Name: Provide a name for the account.

    • Description: Provide a brief description for the account.

    • Active: Click the Toggle toggle button to make the account active.

    • Select a network to configure: Select Apple Messages for Business from the dropdown. 

    • Apple Messages for Business ID: Provide the ID for the Apple Messages for Business account that you want to use for the messaging account.

    • Apple Pay Merchant ID: If you are registered as a merchant with Apple, you can provide your Apple Pay Merchant ID to enable this messaging account to use Apple Pay.

    • Apple Pay Merchant Identity Certificate: Click the Add Add button button and enter the identity certificate provided by Apple into the window.

    • Apple Pay Merchant Identity Certificate Key: Click the Add Add button button and enter the identity certificate key provided by Apple into the window.

    Create an Apple Messages for Business Account

  5. Click the Save button.

Post Apple Messages for Business Account Configuration

With the channel account configured and active, a channel configuration must be created and a messaging adapter must be configured before incoming Apple Messages for Business messages can be converted into activities and routed to queues, to then be handled by agents.

Rich text articles can also be authored for use by agents to respond to incoming Apple Messages for Business, SMS, and WhatsApp activities and send custom messages. Rich text  articles must be authored in the Knowledge Console. For more information about authoring rich text articles, see eGain Author's Guide to Knowledge Console.

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