The work splits across Apple Business Register and Salesforce Digital Engagement. The Apple side takes the longest because of identity review; the Salesforce side is configuration once the BID arrives.
- Register on Apple Business Register
Submit business identity, branding (logo, colours), and select Salesforce as the messaging service provider. Apple reviews and issues a Business Identifier (BID).
- Configure the Messaging Channel in Service Cloud
Setup, Digital Experiences, Messaging. Create a Messaging Channel of type Apple Messages for Business. Enter the BID and the server-to-server credentials.
- Configure Omni-Channel routing
Define a Service Channel and a Routing Configuration. Map skills (language, product area) to the Apple channel. Train Agents on the Messaging Session experience.
- Build rich message templates
Design list pickers, time pickers, and form flows that match common customer needs. Pre-built templates are faster than freeform text for routine asks like booking and reschedule.
- Launch and monitor
Publish the Apple Messages link on the website, Maps listing, and any owned apps. Monitor session volume, handle time, and satisfaction in the standard Service Cloud dashboards.
- Apple Business Register review takes days to weeks. Plan onboarding well ahead of any go-live date.
- Outbound Apple Messages for Business require an existing conversation with the customer. The channel is not a cold-outbound surface.
- Conversation history persists on the customer's device forever. Agents must assume prior context is visible and not contradict it.
- Apple Pay and authentication features require additional setup beyond the basic channel. Plan rollout in phases.