---
schema_version: "1"
id: 8e9d9d9628c9871d8617b35797795b08cc80f1d3caa11cc33b0820eb348d1575
title: Plan Your Apple Messages for Business Customer Journey
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_apple_plan.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_apple_plan.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3d8956b091f94ab54213086085faef79661d1d0120cf3e6182e8228727543610
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Plan Your Apple Messages for Business Customer Journey

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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
      <colgroup>
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          <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <a name="messaging_apple_plan__d652e1177"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_apple_plan__d652e1177" 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/checkmark.png" alt="Checkmark"></span>
            <strong>This article applies to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced Apple Messages for Business channels</td>

        </tr>
        <tr class="">
          <td class="slds-cell-wrap" style="vertical-align:top;">
            <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" 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/crossmark.png" alt="X icon"></span>
            <strong>This article doesn’t apply to:</strong>
          </td>

          <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat, Enhanced Web Chat v1, Enhanced Web Chat v2, Enhanced
            WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced LINE, and
            Bring Your Own Channel</td>

        </tr>
      </tbody>
    </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
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          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45546e96">Planning Question</th>
          <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d45546e99">Details</th>
        </tr>
      </thead>
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          <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What are your goals for your Apple Messages for Business channel?</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Your goals determine many aspects of your channel setup, including routing and reusable
            content. For ideas, see this <a href="https://register.apple.com/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf" target="_blank">worksheet</a> published by
            Apple.</td>

        </tr>
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          <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">Where do you want customers to start an Apple Messages conversation with your
            business?</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Decide which channel entry points to activate. For example, do you want customers to
            see the option to message you when they visit your website or open your mobile app? See <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>. </td>

        </tr>
        <tr class="">
          <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">How do you want Apple Messages inquiries to be routed to your support team, and what
            roles would enhanced bots or AI agents play?</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">
            <p>Select a routing method and decide how to route different types of inquiries. For
              example, route customers to different queues based on whether they clicked <strong class="uicontrol">Tech
                Support</strong> or <strong class="uicontrol">Change Plans</strong> on your mobile app. See:</p><a name="messaging_apple_plan__ul_q3t_t5t_ddc"><!-- --></a>
            <ul id="messaging_apple_plan__ul_q3t_t5t_ddc">
              <li><a href="https://help.salesforce.com/s/articleView?id=service.messaging_routing_flows.htm&amp;release=264.0.0&amp;type=5" title="Dynamically route customer messages sent over a Messaging channel to the right service rep, queue, or bot. Build a template-based flow in Flow Builder and assign it to one or more Messaging channels.">Route Service Messaging Sessions with Omni-Channel Flows</a></li>
              <li><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></li>
            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What interactive content do you want service reps to be able to send to
            customers?</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Apple requires Apple Messages for Business channels to provide a rich, interactive
            messaging experience. In Salesforce, you can meet this requirement by creating messaging
            components, whose formats include questions with options, payment requests, and forms.
            Service reps, Einstein bots, and AI agents can send these components during a messaging
            session. See <a href="https://help.salesforce.com/s/articleView?id=service.messaging_components_parent.htm&amp;release=264.0.0&amp;type=5" title="Help service reps and customers exchange information faster in enhanced Messaging channels and Enhanced Chat. Share links, questions with predefined options, time slots, post-conversation surveys, and more.">Interactive Messaging Components</a>.</td>

        </tr>
        <tr class="">
          <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What text-only reusable content do you want service reps to be able to send to
            customers?</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">
            <p>To show reps a list of text responses that they can choose from, use quick text or
              suggested replies. Quick text and suggested replies standardize the content and tone of your
              support team’s messages and save reps and customers time. See:</p><a name="messaging_apple_plan__ul_ohg_z5t_ddc"><!-- --></a>
            <ul id="messaging_apple_plan__ul_ohg_z5t_ddc">
              <li><a href="https://help.salesforce.com/s/articleView?id=service.quick_text_setting_up.htm&amp;type=5&amp;language=en_US" target="_blank">Standardize Responses with Quick
                  Text</a></li>
              <li><a href="https://help.salesforce.com/s/articleView?id=service.einstein_replies_intro.htm&amp;type=5&amp;language=en_US" target="_blank">Suggest Replies with Einstein
                  Service Replies and Reply Recommendations</a></li>
            </ul>
          </td>

        </tr>
        <tr class="">
          <td data-label="Planning Question" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e96 ">What customizations do you want to make to protect customers’ privacy and honor their
            data preferences?</td>

          <td data-label="Details" class="slds-cell-wrap" style="vertical-align:top;" headers="d45546e99 ">Follow best practices for messaging data handling, such as setting up sensitive data
            rules that mask credit card numbers or profanity. See <a href="https://help.salesforce.com/s/articleView?id=service.livemessage_privacy.htm&amp;release=264.0.0&amp;type=5" title="Honor your customers’ special requests regarding the handling of their personal data in Agentforce Service (formerly Service Cloud) messaging.">Protect Customer Data and Privacy in Messaging</a>.</td>

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