Once Apple Business Register has approved your brand and issued a Business ID, an admin sets up the channel in Service Cloud. The high-level path is enable Messaging, create the Apple channel with your Business ID, build at least one interactive messaging component, route the channel through Omni-Channel, then test before going live.
- Confirm Apple approval and gather the Business ID
Verify the brand is approved in Apple Business Register and copy the Business ID Apple issued. Salesforce acts as your Messaging Service Provider, so this identifier is what links the Apple-side brand to your Salesforce channel. Nothing in Salesforce can be tested until this is in hand.
- Enable Messaging and assign permissions
In Setup, enable Messaging and assign the relevant permission sets to admins and service reps. This turns on the messaging objects and the Service Console components the channel relies on, including the Enhanced Conversation component reps will use.
- Create the Apple Messages for Business channel
In Messaging Settings, create a new channel of type Apple Messages for Business and enter the Business ID. Give the channel a clear name so reps and routing rules can identify it among your other channels such as SMS and WhatsApp.
- Build interactive messaging components
In the Messaging Component Builder, create at least one component, since Apple requires interactive content. Add the types your use case needs, such as a list picker, a time picker, an Apple Pay request, or an authentication step, so reps and automations can send structured interactions.
- Route the channel and test
Add the channel to your Omni-Channel routing so sessions reach the right queue, flow, or rep. Then open a conversation from a test entry point, confirm it lands in the Service Console, send a component, and check that the session and Messaging User records are created.
The identifier Apple Business Register issues after it approves your brand. Salesforce stores it on the channel record so inbound Apple conversations are matched to your org.
The role Salesforce plays for the channel. Apple requires every business channel to route through an approved provider, and Service Cloud Messaging fills that role for the org.
Reusable interactive content built in the Messaging Component Builder, such as list pickers, time pickers, Apple Pay requests, and authentication, that reps and flows send during a session.
The model that delivers each Apple messaging session to a queue, an Omni-Channel flow, or a qualified rep based on skills and capacity, the same way other digital channels route.
- Apple Business Register approval can take weeks. Start it before any Salesforce configuration or the project timeline slips waiting on Apple.
- Outbound messages are opt-in only. You cannot message a customer who has never started an Apple conversation with the business, so plan outbound around customers who reached out first.
- Apple requires interactive content, so a channel with no messaging components is not a valid setup. Build at least one component before going live.
- Message history is permanent on the customer device. Train reps that customers can scroll back to earlier replies, so consistency across sessions matters.