Apple Business Chat is a channel built to reach customers through Messages on any Apple device. The channel prides itself on its rich set of messaging features including bot and AI capabilities, security, and ability to connect to the wide world of iOS apps and add-ons.
Apple Business Chat is used for customer service interactions, scheduling tasks, and even payments. This means that customers interact with brands as easily as they message their friends and family. It’s discoverable from Apple Maps, Safari, and Search— or directly embedded into a brand’s website.
Apple Business Chat requires all businesses to register with Apple before rolling out Business Chat. A business will need to submit brand information, including addresses and logos, for Apple’s approval. As part of this process, you’ll be prompted to select a Messaging Service Provider. Here is where Zendesk’s Sunshine Conversations comes into play— as a Messaging Service Provider, we are certified by Apple to provide services and solutions for your Business Chat needs. At the end of the registration process, you’ll receive a unique Business Chat ID that will be used to connect to Sunshine Conversations
There are 4 steps to complete your Business Chat Account in the Apple Business Register:
Sign into the Business Register and add a Business Chat Account
Go to register.apple.com
You’ll be directed to a Manage Services page
Click on Business Chat Accounts
You’ll need to provide
Fill in your Brand Identity details
Complete your Brand Information Card
Select Zendesk- Sunshine Conversations as your Messaging Service Provider
Finally, click Send for review to submit your application to Apple. You’ll be able to see the status of your application at the top of your Business Chat Account page.
After you’ve been approved by Apple for Business Chat, you’ll be issued a Business Chat ID.
You can find the Business Chat ID by going to your Business Chat Account page and scrolling down to the Messaging Service Provider section.
From there, click on Test your Messaging Service Provider connection.
After that, you’ll be directed to a page where you can copy your Business Chat ID.
Apple supports a wide variety of capabilities as seen in the channel capabilities grid. Below is a detailed view of each capability.
Delivery events allow you to track deliveries of Sunshine Conversations messages to Apple Business Chat by subscribing to the
message:delivery:channel webhook. Failures to deliver a message to Apple Business Chat can be detected by subscribing to the
The passthrough API is a way to send message types for which there is no corresponding Sunshine Conversations type or to leverage channel-specific features not folded into the Sunshine Conversations API (e.g. Apple list or time pickers.) To accomplish this, the developer provides Sunshine Conversations with the raw payload to send to the messaging provider’s API, and the Sunshine Conversations platform will “pass it through”.
To use the passthrough API, you first craft a valid Sunshine Conversations message of any type, then you specify an additional override parameter for the channels you would like to use passthrough. Under the channel name (in this case abc), the payload field contains the exact structure of a valid Apple Business Chat Service API call to the Message endpoint.
Apple’s documentation can be found here.
You will need to do the following:
<div>container to house the button
The Business Chat button must contain the following, at minimum:
data-apple-business-idattribute with the business ID you received when you registered your company with Business Chat.
If you don’t have a Sunshine Conversations account yet, contact us from the Test your Messaging Service Provider connection in the Business Register to continue the integration process. From that page, you can click on the Connect button to send you to the Sunshine Conversations site.
Next, complete the following steps to connect your ABC integration
Since Business Chat IDs are public, Sunshine Conversations has implemented a security measure to ensure your brand’s Business Chat ID stays linked to your Sunshine Conversations app. This means that a Business Chat ID cannot be migrated from one app to another through the dashboard or API. If you need to remove your Apple Business Chat integration and migrate it to another app, please contact our team for assistance using the help widget in your dashboard. Our team will release the Business Chat ID on your behalf.
There are 3 different IDs required in the payload: