---
schema_version: "1"
id: 2d342995e9ea0aaf0dc2c14de03ad076a8f055c8ed97ead4753e73752b7b450c
title: Set Up Apple Messages for Business Channels
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_apple_parent.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_apple_parent.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 282246e3c247582abd7e750d8bcd378353d074ebb806012f72de1019c0457bf7
description: To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Apple Messages for Business Channels

To create more ways to connect with your customers, add an Apple Messages for Business channel to Salesforce Messaging. With dynamic message options, multimedia sharing, and Apple Pay, your customers can resolve issues, make purchases, and get personalized help in a familiar, interactive messaging environment. If you’re new to Apple Messages for Business, we walk you through setting up an account.

![Apple Messages for Business banner](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_apple_banner.png)

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          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_apple_parent__image_bfh_g25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_bfh_g25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_start_1.png" alt="Start"></span>
            </p>
            <p><strong>Learn About Apple Messages</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_managed_package_lex_differences.htm&amp;release=264.0.0&amp;type=5" title="Explore the capabilities of Messaging channels in Agentforce Service (formerly Service Cloud).">Compare Messaging Channel Capabilities</a>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_plan.htm&amp;release=264.0.0&amp;type=5" title="While it’s tempting to jump into creating an enhanced Apple Messages for Business channel, take some time to plan your messaging strategy. We’ve provided sample questions to get you started.">Plan Your Customer
                Journey</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_entry_points.htm&amp;release=264.0.0&amp;type=5" title="If you want customers to message you in Apple Messages for Business, it’s helpful to understand the ways that they can do so. To make it easy for your customers to contact you, take advantage of both native Apple and business-controlled entry points.">Contacting Customers in Apple Messages for Business</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_considerations.htm&amp;release=264.0.0&amp;type=5" title="With an Apple Messages for Business channel, you can help customers using Apple’s native Messages app. Review important considerations before creating an Apple Messages for Business channel in Agentforce Service (formerly Service Cloud).">Considerations for Apple
                Messages for Business</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_apple_parent__image_yrz_h25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_yrz_h25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_build_2.png" alt="Build"></span>
            </p>
            <p><strong>Create Your Channel</strong></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_prepare.htm&amp;release=264.0.0&amp;type=5" title="Ready to set up a Messaging channel in Salesforce? First, turn on Messaging in Setup and give service reps and supervisors access. Then, configure your routing preferences and add Messaging to the Service Console.">Get Started
                with Messaging</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_create_apple_channel.htm&amp;release=264.0.0&amp;type=5" title="Create a Messaging channel where your support team helps customers using Apple Messages for Business. Customers message your business from the Apple Messages app, and service reps reply from the Service Console.">Create
                an Apple Messages for Business Channel</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_wa_channel_activation.htm&amp;release=264.0.0&amp;type=5" title="After you create or upgrade to an enhanced Facebook Messenger, Apple Messages for Business, WhatsApp, or LINE channel, you can’t yet message with customers in the channel. Run through this checklist to verify that your channel is ready for business. Then, activate the channel to start helping customers in your channel.">Channel Activation
                Checklist</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_test_apple.htm&amp;release=264.0.0&amp;type=5" title="Test your Apple Messages for Business channel to ensure that it’s working the way you expect. Using a sandbox is optional, but a good idea.">Test Your
                Channel</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_apple_parent__image_f3h_j25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_f3h_j25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_user_1.png" alt="User"></span>
            </p>
            <p><strong>Build Out Your Channel</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_modify_channel_settings.htm&amp;release=264.0.0&amp;type=5" title="To view and configure the settings of a messaging channel in Agentforce Service (formerly Service Cloud), click the channel name on the Messaging Settings page in Setup.">Update Channel
                Settings</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&amp;release=264.0.0&amp;type=5" title="Using a flow and a notification messaging component, send customers automated messages to notify them about a product delivery, case update, or something else.">Send Automated
                Messages</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&amp;release=264.0.0&amp;type=5" title="Congratulations, you created a Messaging channel... now what? After creating a channel, take it to the next level with productivity-boosting features such as messaging components, automated messaging, sensitive data rules, and Einstein Bots.">Increase Messaging
                Productivity</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_data.htm&amp;release=264.0.0&amp;type=5" title="Learn how to safely monitor and report on messaging activity, and review steps to honor your customers’ data handling preferences.">Work with Messaging
                Data</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&amp;release=264.0.0&amp;type=5" title="Learn how to interact with customers in standard and enhanced Messaging channels.">Message with
                Customers</a></p>
          </td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_apple_parent__image_sg5_kbr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_sg5_kbr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_integrate_2.png" alt="Integrate"></span>
            </p>
            <p><strong>Add Interactive Content</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_interactive_content.htm&amp;release=264.0.0&amp;type=5" title="Learn how to create a rich, interactive messaging experience in your Apple Messages for Business channel. Apple requires business channels to include interactive content, and in Salesforce, you meet this requirement by creating messaging components.">Creating Interactive Content for Apple Messages for Business</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_pay_setup.htm&amp;release=264.0.0&amp;type=5" title="To allow service reps to request payments during messaging sessions, add Apple Pay to your enhanced Apple Messages for Business channel.">Add Apple
                Pay</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_forms.htm&amp;release=264.0.0&amp;type=5" title="To let service reps send secure forms to customers in supported messaging channels, create a form messaging component. Forms let you quickly gather sensitive information from customers, such as network passwords or credit card information.">Share Secure
                Forms</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_auth.htm&amp;release=264.0.0&amp;type=5" title="Let service reps verify a customer’s identity during an enhanced Apple Messages for Business messaging session. Using an authentication messaging component and an Apex class, prompt the customer to log into an authentication provider such as Google.&nbsp;">Share Authentication
                Requests</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_custom.htm&amp;release=264.0.0&amp;type=5" title="Create a custom messaging component so service reps can embed an external mobile app in enhanced Apple Messages for Business messaging sessions. Customers can then access the app’s capabilities, such as search functionality, within their Apple Messages chat.&nbsp;">Share External
                Apps</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_apple_parent__image_xnk_kbr_42c"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_xnk_kbr_42c" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_explore_1.png" alt="Automate"></span>
            </p>
            <p><strong>Enhance with Automation</strong>
            </p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.agent_setup_channels.htm&amp;language=en_US" target="_blank">Connect an Agentforce Service
                Agent</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.messaging_object_linking_flow_template.htm&amp;type=5&amp;language=en_US" target="_blank">Create a Flow to Link Individuals to Messaging
                Sessions</a></p>
            <p><a href="https://help.salesforce.com/s/articleView?id=service.voice_trigger_action_with_keywords.htm&amp;type=5&amp;language=en_US" target="_blank">Trigger an Action Based on
                Keywords</a></p>
            <p style="margin-bottom:0;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_apple_routing.htm&amp;release=264.0.0&amp;type=5" title="Provide more efficient, personalized service by routing inquiries sent in Apple Messages based on their origin. For example, if your mobile app includes two buttons—”Get Tech Support” and “Get Help Changing Plans”—route customers to your support team if they click the first button, and to your sales team if they click the second button.">Route Apple
                Messages Inquiries by Intent and Group</a></p>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">
            <p>
              <a name="messaging_apple_parent__image_z14_x25_ddc"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_parent__image_z14_x25_ddc" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/learning_maps/lm_code_2.png" alt="Code"></span>
            </p>
            <p><strong>Messaging for Developers</strong>
            </p>
            <p><a href="https://developer.salesforce.com/docs/atlas.en-us.250.0.messaging_developer_guide.meta/messaging_developer_guide/messaging_object_model.htm" target="_blank">Messaging Object Model</a>
            </p>
            <p style="margin-bottom:0;"><a href="https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_list.htm" target="_blank">Salesforce Object Reference Guide</a>
            </p>
          </td>

        </tr>
      </tbody>
    </table>