Compliance and guidelines

You must comply with the following Messages for Business channel policies. For more information, refer to the policy (opens in a new tab) and user experience (opens in a new tab) documentation on the Apple website.

• Provide access to a live agent during your regular business hours. You must not provide a limited or bot-only solution.

• Offer comparable customer service over Messages for Business as you would provide over telephone support.

• Do not send unsolicited messages.

  • If you want to send important notifications related to your customer's account status or previous transactions, you must send the following notification first: "We will send important notifications related to your account status or transactions. Send 'Unsubscribe' to manage your message preferences."
  • Support subscribe and unsubscribe operations so that customers can select or deselect notification types.
  • Do not send marketing information, promotional offers, or information related to products or services that the customer has not purchased unless the customer has sent 'Subscribe' and provided permission.
  • When customers delete a conversation, you must not send them further messages unless they initiate conversation with you again.

• Use and respond to standardized trigger words. Use the following table as a guide. Use the primary term in text that you send to customers and support alternative words that customers send.