Configure an Apple Messages for Business channel

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Many customers use the Apple Messages app for everyday communication. Dynamics 365 Customer Service supports integration with Apple Messages for Business, allowing organizations to engage with customers through an asynchronous messaging channel. This channel gives customers the flexibility to respond at their convenience, unlike real-time channels such as Chat for Dynamics 365, where sessions ends when the chat window closes.

After you configure the channel, conversations can include rich messaging features provided by Apple, such as file sharing and interactive elements. Apple Messages for Business supports rich messaging experiences, allowing customers and customer service representatives (service representatives or representatives) to converse through convenient and engaging interactions. Learn about Apple's capabilities in Messages for Business.

Prerequisites

Before you can configure the Apple Messages for Business channel in your Dynamics 365 instance, Apple requires that you complete a mandatory onboarding process that includes the following steps:

1. Register your business in the Apple Business Register.
2. Create a Messages for Business account and select Microsoft Dynamics 365 as your Messaging Service Provider (MSP).

After you successfully register and obtain your Messages for Business Account ID with Apple, you must contact Microsoft Support and request to "complete the Apple Messages for Business Account onboarding procedure." Provide your account ID so we can verify your MSP selection and finalize the configuration. This step is required because the onboarding process isn't fully self-service—Microsoft must complete the setup for the channel to work.

Configure an Apple Messages for Business channel instance

1. In the site map of Copilot Service admin center, select Channels in Customer Support.

2. Go to Accounts > Messaging accounts > Manage, and then on the Accounts and channels page, select Add account.

3. On the Add account page, Channel details section, enter a name, and then select Apple Messages for Business in Channels.

4. On the Add account page, specify the Apple Messages for Business account ID. To get the account ID, go to your organization's Apple Business Register, open the Messages for Business account, navigate to the Messaging Service Provider configuration and select Test your Messaging Service Provider connection, and then copy the account ID by selecting Copy ID.

   Note

   If your organization uses customer-managed keys, be aware that Apple Messages for Business acount IDs can't be encrypted. Apple Messages for Business account IDs are part of the URLs used by customer devices to start new conversations and might be visible to users. The visibility isn't considered a security concern.

5. To configure routing and work distribution, either create a workstream or select an existing one.

6. Select the workstream that you created for the Apple Messages for Business channel, and then on the workstream page, select Set up Apple Messages for Business and do the following steps:
   

   1. In the Available Apple Messages for Business accounts area, select an account from the list.
      

   2. On the Language page, select the language to use.
      

   3. On the Behaviors page, configure the following options:
      

      • Custom automated messages
        
      • Post-conversation survey
        
      • Authentication settings: If you enable authentication, your service representatives can request that their customers authenticate their identities. You must associate a channel-specific authentication setting. This step may be completed later, after channel setup. Use the OAuth 2.0 OpenID connect flow. Learn more in Authentication settings for Apple Messages for Business.
        

   4. On the User features page, configure the following options:
      

      • File attachments: When set to yes for both customer and representative, both of them can send and receive file attachments. Learn more in Enable file attachments.
        
      • Apple Pay: If you enable Apple Pay, your representatives can send Apple Pay requests to customers. Each channel instance must have a payment profile associated. This step may be completed later, after channel setup. Learn more in Configure payment profiles.
        

   5. Review the Summary page, and then select Create. The channel instance is configured.

7. Configure routing rules. Learn more in Configure work classification.

8. Configure work distribution. Learn more in Work distribution settings.

9. Optionally, you can add an AI agent. Skip this step if representatives handle your conversations. Learn more in Configure an AI agent.

10. In Advanced settings, configure the following options based on your business needs:
    

    • Sessions
      
    • Agent notifications
      
    • Context variables
      
    • Smart assist bots
      
    • Quick replies
      
    • Rich messages
      

The following video provides information on how to set up the Apple Messages for Business channel in Dynamics 365 Customer Service.

Configure authentication settings

Configure the authentication settings by performing the steps in Create Apple Messages for Business authentication settings.

Configure payment profiles for Apple Pay

Set up the profile by completing the steps in Configure payment profiles.

Create rich messages

Create rich messages by completing the steps in Create rich messages.

Use rich messages in conversation control

Learn more in Rich messages in the conversation control.

The following video provides information on how to view a conversation on the Apple Messages for Business channel in Dynamics 365 Customer Service.

Related information

Create and manage workstreams
Configure automated messages
Configure a post-conversation survey
Skill-based routing
Create message templates
Templates
Delete a configured channel
Support for live chat and asynchronous channels