---
schema_version: "1"
id: 5d01850f446f37921cb3c442de719c5d003dfcf1f5b055a2d5811068dcd11d36
title: Create an Apple Messages for Business Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_create_apple_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_create_apple_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a50149f9711c9fa06ad683bd3b2b237f078bb199202266ac04fceb66e42bbd1d
description: 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.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Create an Apple Messages for Business Channel

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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <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_create_apple_channel__d1095e1177"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_create_apple_channel__d1095e1177" 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 permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d75499e98">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">To set up Messaging:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">Configure Messaging</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">To authorize Apple Messages for Business:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">
              <p>Customize Application </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Auth. Providers</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">To view Apple Messages for Business channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">View Setup and Configuration</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">To create Apple Messages for Business channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d75499e98 ">
              <p>System Administrator AND Configure Messaging</p>
              <p style="margin-bottom:0;">OR</p>
              <p style="margin-bottom:0;">Configure Messaging AND Customize
                Application AND Manage Auth. Providers AND View Setup and Configuration AND Modify All
                Data</p>
            </td>

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

![Six stages of Apple channel setup](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_steps.png)

## Stage 1: Plan the Customer Journey

Plan your messaging strategy by answering key questions about your goals for the channel.

See [Plan Your Apple Messages for Business Customer Journey](https://help.salesforce.com/s/articleView?id=service.messaging_apple_plan.htm&release=264.0.0&type=5 "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.").

## Stage 2: Create a Channel with a Test Account

Create a channel in Setup that’s linked to a test Apple Messages for Business account. With a test account, you can perfect the end user and service rep experience before going live. You’ll use the test channel to record a video of the user experience for Apple to review.

Alternatively, create an Apple Message for Business channel using the [service\_de\_headless\_channel\_configure](https://github.com/forcedotcom/sf-skills/tree/main/skills) skill in Claude.

1. In Setup in a sandbox or production org, enter Messaging Settings in the Quick Find box and select **Messaging Settings**.
2. In the Channels section, click **New Channel**, click **Start**, and then select **Apple Messages for Business**.
3. Click **Go to Apple Business Register**.
    
    ![Set Up Apple Messages for Business flow screen](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_asetup.png)
4. In Apple Business Register, log in and select **Messages for Business Accounts**.
5. Create an Apple Messages for Business account.
    1. When prompted for an account type, expand the advanced options and select **Internal test account** instead of **Commercial account**.
    2. In the Messaging Platform section, select **Salesforce Messaging**. If a different service provider is listed, remove it and add Salesforce Messaging.
        
        ![Messaging Platform field in Apple settings](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_platform.png)
6. Wait for Apple to approve your account changes, which can take up to a day. When you see a **Test your messaging service provider connection** link in your account settings in Apple Business Register, your changes are approved.
7. Click **Test your messaging service provider connection**.
8. To finish creating your channel in Salesforce, click **Connect**.
    
    ![Messaging Service Provider Configuration section in Apple settings](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_provider.png)
9. Click **Install channel** and log in to Salesforce.
10. In the channel setup flow that opens, verify your channel name and Messages for Business Account ID. We recommend adding “Test” to the channel name, which is visible only in Setup.
11. To use an Omni-Channel flow to control how messages are routed (recommended), select **Set up routing later**.
12. Complete the flow. You can now find your test channel in the list on the Messaging Settings page.

## Stage 3: Implement the Customer Journey

Configure your channel’s auto-responses and select your routing preferences according to your plan. Then add customizations to make the messaging experience unique.

1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**.
2. Click the down arrow to open your channel’s action menu and select **Edit**.
3. In the Routing section, connect your channel to an Omni-Channel flow or queue.
    1. If you created an Omni-Channel flow, select a routing type of **Omni-Flow** and select your flow and fallback queue.
    2. If you created a routing configuration, select a routing type of **Omni-Queue** and select your queue.
4. In the Automated Responses section, add language-specific consent keywords and responses and save your changes.
5. Create a library of messaging components that service reps can send to customers. To meet Apple standards, your channel must include some interactive content via messaging components. For help with this and other customizations, such as sensitive data rules and auto-responses, see [Increase Messaging Productivity](https://help.salesforce.com/s/articleView?id=service.messaging_productivity.htm&release=264.0.0&type=5 "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.").

## Stage 4: Activate Your Test Channel

Activate your channel for testing. Because you’re using an internal test account, customers can’t contact you in this channel.

1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**.
2. Click the name of your Apple Messages for Business test channel.
3. Click **Activate Channel** at the top of the channel page.
4. Review the activation checklist and verify that you completed it, and then click **Activate**.

## Stage 5: Complete the Apple Experience Review

After you customize your channel, it’s time to complete the Apple experience review process, in which Apple reviews a recorded video of your channel’s end user experience. The experience review typically takes 1 to 2 weeks.

1. For steps to record the video, see [Experience Quality Assurance](https://register.apple.com/resources/messages/messaging-documentation/xp-review#experience-quality-assurance) in the Apple documentation.
2. Submit your video to your Salesforce account team, who then share it with Apple for review.
3. If you receive feedback, address it and send an updated video to your Salesforce account team.

## Stage 6: Create a Channel with a Commercial Account

After you address all feedback from the experience review, create your production channel.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_tip.png)

Tip If you created your test channel in a sandbox, use a change set to move your messaging configurations, such as messaging components, to production.

1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**.
2. In the Channels section, click **New Channel**, click **Start**, and then select **Apple Messages for Business**.
3. Click **Go to Apple Business Register**.
4. In Apple Business Register, log in and select **Messages for Business Accounts**.
5. Create a Messages for Business account, or select one to update. When prompted for an account type, leave **Commercial account** selected.
6. Complete or update your account details.
    1. Click **Get started**, and review and accept the Messages for Business policies.
    2. Enter your details in the Account Applicant section, and select the commercial account.
    3. Provide your business’s contact information and location details.
    4. Enter a response time, which is an estimate of your response time to customer messages.
    5. Set the response hours, which define the hours during which your business actively responds to messages.
    6. Review and verify the compliance requirements.
    7. Upload your brand logo as a 1,024-pixel square.
    8. Upload a wide logo and select your colors, and review your wide logo.
7. In the Messaging Platform section, select Salesforce Messaging.
8. Wait for Apple to approve your account changes, which can take up to a day. When you see a **Test your messaging service provider connection** link in your account settings in Apple Business Register, your changes are approved.
9. Click **Test your messaging service provider connection**.
10. To finish creating your channel in Salesforce, click **Connect**.
11. Click **Install channel and log in to Salesforce**.
12. In the channel setup flow that opens, verify your channel name and Messages for Business Account ID. Customize the channel name, using a different name than your test channel. The name is visible only in Setup.
13. To use an Omni-Channel flow to control how messages are routed (recommended), select **Set up routing later** and complete the flow.
    
    You can now find your test channel in the list on the Messaging Settings page.
14. Complete the steps in **Stage 3: Implement the Customer Journey** to configure routing and auto-responses and customize your channel.

After creating your channel, train your support team on helping customers in the Apple Messages for Business channel. Share this resource with them, which explains how to send different types of messages in enhanced Messaging channels: [Message with Customers in the Service Console](https://help.salesforce.com/s/articleView?id=service.livemessage_agent.htm&release=264.0.0&type=5 "Learn how to interact with customers in standard and enhanced Messaging channels.").

## Stage 7: Go Live

After the experience review is complete, activate your channel in Setup and then activate your entry points. During this phase, you can request help from Apple with any final account adjustments.

1. In Setup, enter Messaging Settings in the Quick Find box and select **Messaging Settings**.
2. Click the name of your Apple Messages for Business channel.
3. Click **Activate Channel** at the top of the channel page.
4. Review the activation checklist and verify that you completed it, and then click **Activate**.
5. Activate any entry points that you planned to use. For example, implement Message Suggest or add an Apple Messages link to your website or mobile app. For help, see [Ready to Launch](https://register.apple.com/resources/messages/messaging-documentation/go-live) in the Apple documentation.

You’ve done it! After your channel and entry points are activated, inquiries sent to your business in Apple Messages are routed to your support team.