Getting started

This section provides an overview and recommendations to get started with Messages for Business. For more information, refer to the documentation (opens in a new tab) on the Apple website.

The following steps outline the process. For more information about each step, refer to the sections on this page.

1. Create and register a Messages for Business account.
2. Connect your Messages for Business account to your Infobip account.
3. Define your most common use cases.
4. Implement solutions for the use cases.
5. Prepare Operations and Marketing.
6. Work with Infobip to review the implementation.
7. Work with Infobip to go live.

Create and register a Messages for Business account

1. Register your organization by using the Apple Business Register (opens in a new tab).
2. Create your Messages for Business account.
   • Register your organization to use the Messages for Business service.
   • Designate more than one team member to each role.
   • ChooseInfobip (US) if your organization is USA based, or Infobip for the rest of the world.
   
   • (Optional) Register each of your brands for a separate Messages for Business account.
   • (Optional) Create separate accounts for testing, development, staging, or production.

The approval process by Apple takes 1-2 business days.

Connect Messages for Business account to Infobip account

1. Connect your Messages for Business Account to your Infobip account.
2. Work with Infobip to test sending and receiving messages.

Define use cases

Complete the Use Case template (opens in a new tab) to define your most common use cases.

• Define channel goals by completing and returning the Readiness Assessment (opens in a new tab).
• Determine the top contact drivers for customers or benchmark use cases that you want to support in the channel. Meet the defined goals.
• Plan for entry points to drive customer engagement. Example: Add Messages buttons (opens in a new tab) or use Message Suggest (opens in a new tab). For more information, refer to the Entry Points section.

Implement solutions for use cases

Work with Infobip to apply best practices (opens in a new tab), and to design and implement solutions for each use case.

• Support an automated welcome message to greet customers, including an off-hours message.
• Design a welcome list picker (opens in a new tab) menu to triage customer queries and route them appropriately.
• Design a customer satisfaction survey by using a list picker.
• Work with Infobip to configure authentication (opens in a new tab) and Apple Pay (opens in a new tab), if needed.

For more information, refer to the user experience (opens in a new tab) documentation on the Apple website.

Prepare operations and marketing

• Work with Infobip to define and track channel goals to measure your Messages for Business success.
• Create agent scripts and train agents.
• Register your phone numbers for message suggest (opens in a new tab).
• Prepare your marketing plans for launch. Include press releases.

For more information, refer to the user experience (opens in a new tab) documentation on the Apple website.

Work with Infobip to review implementation

Contact your Infobip Account Manager to get the implementation reviewed by Apple.

Go live

Contact your Infobip Account Manager to activate your account and entry points.

1. Log in to the Apple business register (opens in a new tab).
2. Submit a request for your Messages for Business account to go online. After Apple approves this request, the account status changes to 'online'.
3. Enable the Messages button on your brand's public location data in Apple Maps. You can add multiple countries in which your business operates. For more information about the Apple Maps place card entry point, refer to entry points (opens in a new tab).
4. Enable the Messages for Business button on your website and app. For more information, refer to adding a messages button to your website (opens in a new tab).
5. Launch Messages for Business.