# Enable Apple Messages for Business with Amazon Connect Your customers can engage directly with your contact center from within their Messages application on their iPhone, iPad, and Mac. When you enable Apple Messages for Business, your customers can find answers to their questions and request help from agents to resolve issues, while using the familiar Messages application they use every day to chat with friends and family. Any time customers use Search, Safari, Spotlight, Siri, or Maps to call your registered phone number, they will be provided with the option to chat with your contact center. Apple Messages for Business integration with Amazon Connect enables you to use the same configuration, analytics, routing, and agent UI that you already use for [Amazon Connect Chat](web-and-mobile-chat.md). ## Prerequisites: Determine if Apple Messages for Business is the right channel for your use case In order to qualify as a business, make sure you meet the criteria listed in the [Apple Messages for Business documentation](https://register.apple.com/resources/messages/messaging-documentation/#qualifying-as-a-business). If you determine that Apple Messages for Business is the right channel for your business, fill in the following forms: + [Apple Messages for Business readiness document](https://register.apple.com/resources/messages/messaging-documentation/resources/Messages-for-Business_Readiness.pdf) + [Description of your four primary use cases for Apple Messages for Business](https://register.apple.com/resources/messages/messaging-documentation/resources/Messages-for-Business_UseCases.pdf) ## Step 1: Register with Apple Integrate Apple Messages for Business with Amazon Connect by first registering with Apple as a brand. When you do, you'll get a unique Apple Messages for Business Account ID, and you can then link your Apple Messages for Business account to Amazon Connect. 1. Go to the [Apple Messages for Business](https://register.apple.com/business-chat) page. In the box that says **As a business, I want to connect with my customers in the Messages app**, choose **Get Started**. 1. Create an Apple ID for your business, if you don't already have one. An Apple ID is typically for the personal use of Apple services, such as storing personal content in iCloud and downloading apps from the App Store. If you have a personal Apple ID, we recommend that you create a separate one using your organization’s email address to administer Messages for Business. A separate administrative Apple ID lets you distinguish Messages for Business communications from personal Apple communications. 1. Register a profile for a new Messages for Business account by accepting **Apple’s Terms of Service**. We recommend creating a [Commercial Messages for Business Account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct#create-a-commercial-business-chat-account). You then provide business details, such as a logo and support hours. 1. Select Amazon Connect as your Messaging Service Provider. You can do this by selecting Amazon Connect from the drop-down or by entering the following URL: + **https://messagingintegrations.connect.amazonaws.com/applebusinesschat** After you submit your application to Apple, you’ll see the status of your application at the top of your **Messages for Business Account** page. For more information about registering with Apple, see the following articles on Apple's website: [Getting Started with Messages for Business](https://register.apple.com/resources/business-chat/BC-GettingStarted.pdf) and [Messages for Business Policies and Best Practices](https://register.apple.com/resources/business-chat/BC-Policies_and_Best_Practices.pdf). ## Step 2: Gather required information Gather the following information so you have it on hand when you open a support ticket in Step 3: 1. **Apple Messages for Business Account ID**: After you’ve been approved by Apple Messages for Business, you will be issued an Apple Messages for Business Account ID. For information about locating your Apple Messages for Business Account ID, see [Find your Apple Messages for Business Account ID for your integration with Amazon Connect](find-apple-messages-for-business-account-id.md). **Note** Your Apple Messages for Business Account ID is a randomized string of numbers and letters. It is not the same as your Apple ID. 1. **Apple Token**: This is a unique ID that authenticates your account. For help locating your Apple token, see [Find your Apple token when integrating Apple Messages for Business with Amazon Connect](find-apple-token-id.md). 1. **Amazon Connect instance ARN**: This is the identifier for the instance you want to link to your Apple business account. For information about locating your instance ID, see [Find your Amazon Connect instance ID or ARN](find-instance-arn.md). **Note** Make sure you have service-linked roles enabled for the integration. If your instance was created before **October 2018**, add the `connect:*` policy on the role that is associated with your Amazon Connect instance. For more information about service-linked roles, see [Use service-linked roles and role permissions for Amazon Connect](connect-slr.md). 1. **Amazon Connect flow ID**: This is the identifier for the flow you want to use for inbound chats. For information about locating your flow ID, see [Find the flow ID when integrating Apple Messages for Business with Amazon Connect](find-contact-flow-id.md). ## Step 3: Link your Apple Messages for Business ID to Amazon Connect In this step you create an Amazon Connect support ticket to link your Apple Messages for Business ID to Amazon Connect. 1. Create a [special Support ticket](https://support.console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-chime-end-user&categoryCode=other) to link your Apple Messages for Business to Amazon Connect. If prompted, login using your AWS account. **Tip** Looking for technical support? [Open an Support ticket here](https://console.aws.amazon.com/support/home). 1. Choose **Account and billing**. 1. Use the dropdown box to choose **Chime (End user)**. For **Category** choose **Activation**, and then choose **Next step: Additional information**. 1. For **Subject** enter **Apple Messages for Business Integration request**. 1. In the **Description** box, copy and paste the following template: ``` Subject: Apple Messages for Business Integration request Body: Apple Messages for Business Account ID (required): enter your account ID Apple Token (required): enter your Apple token Amazon Connect Instance ARN (required): enter your instance ARN Amazon Connect Flow ID (required): enter your flow ID ``` 1. Attach the two forms from the [prerequisites](#apple-messages-for-business-prerequisites) section to the support ticket. **Note** This step is required. Your request will not be processed if you do not attach these forms. The following image shows an example of a completed ticket: ![\[An example completed ticket.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-sample-use-case-description.png) 1. Choose **Next step**. 1. Choose **Contact us**, choose your **Preferred contact language**, and then choose **Web** as the contact method, if it's not selected by default. ![\[The contact methods.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-contact-support-options.png) 1. Choose **Submit**. 1. Support will work directly with the Amazon Connect team on your request and follow up with any additional questions. ### Next steps After Apple Messages for Business is enabled for your Amazon Connect instance, you can [ add Apple Messages for Business features](add-apple-messages-for-business-features.md) to your messages. For example: + Deflect calls with Apple's Message Suggest. + Embed Apple Messages for Business buttons on your website. + Add list pickers, time pickers, forms, and quick replies to your messages. + Add Apple Pay, iMessage Apps, and Authentication to your integration. + Use rich links for URLs. + Route Apple Messages for Business messages using contact attributes. + Enable Attachments for your integration. Additionally, pass the [Apple experience review](https://register.apple.com/resources/messages/messaging-documentation/xp-review). ## Step 4: Create and Submit Experience Review Recording Record a demo experience for review by Amazon Connect and Apple Messages for Business. The video must accurately represent the user journey that occurs when the account is in production (all use cases). Only upload a recording of the user's point of view (user's device). You don't need to send recordings from the agent console or the bot activated on the backend. You can split the video into multiple parts if needed. Demonstrate the [Rich Features](https://register.apple.com/resources/messages/messaging-documentation/customer-journey#interactive-features) you have integrated in the experience, the live agent interaction, and any [out of hours messages](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). Make sure you follow Apple Messages for Business's [Best Practices](https://register.apple.com/resources/messages/messaging-documentation/ux-design#best-practices) and [Policies](https://register.apple.com/resources/messages/messaging-documentation/policies). **Tips for developing the user experience** + **Introductory/welcome message:** Auto-respond to first message in a new conversation should be provided within 5 seconds by an automated system. When the customer starts a conversation with an automated system, provide a message like **This is an automated agent** or **I'm an automated agent**. For more information, see [Automated Messaging](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). + **Terms of Use and Privacy Policy statements:** These should be handled via a [Rich Link](https://register.apple.com/resources/messages/msp-rest-api/type-richlink#rich-link-messages) to the brand's web site, allowing users to read the full terms at their convenience. Do not send large bubbles of legal text in the conversation. These should only be sent the first time a user engages in the channel with the brand, or when the terms have been updated. + **Initial triage:** A triage menu should be sent at the beginning of the interaction. This is a quick way to guide and help the user. You may use a Quick Reply message (up to 5 options). For more information, see [Triage Customers](https://register.apple.com/resources/messages/messaging-documentation/ux-design#triage-customers). + **Make an introduction:** Always introduce live agents when a conversation begins, and after transferring a customer to a new agent. + **Live support availability:** If a customer sends help outside of normal customer service hours when live agents aren't available, an automated response should let them know when a live agent is able to respond. For more information, see [Automated Messaging](https://register.apple.com/resources/messages/messaging-documentation/ux-design#automated-messaging). + **Allow switching from an automated to a live agent:** A live agent must be reachable anytime the customer texts the word "help". Additionally, if an automated agent doesn't understand a request, the agent must seamlessly transition to a live agent after displaying a message like "I'm routing your message to a live agent to better assist you." + **Don't ask for previously provided information:** Agents can access the entire conversation history, including previous responses and recent transactions, so there should be no need to ask a customer to repeat information. + **Rich Link:** All URLs should be sent as Rich Links. This means that no tap-to-load issues or in-text links should be sent. For more information, see [Use rich links for URLs](add-apple-messages-for-business-features.md#rich-links) . + **Feature bubbles:** Should have a relevant thumbnail image and call to action text, so customers are clear on the content of the feature and recognize it as a tap-able item. + **We encourage the use of satisfaction surveys:** Once you complete an interaction with a customer, you may want to provide them with a customer service satisfaction (CSAT) survey. For a better customer experience, provide the CSAT surveys after the experience and not after every FAQ. For more information, see [Satisfaction Surveys](https://register.apple.com/resources/messages/messaging-documentation/ux-design#satisfaction-surveys). + **Typing indicators:** When an agent, live or automated, starts typing, the typing indicator should be displayed, so the experience is consistent. The typing indicator should be displayed before any message type (text or interactive). For messages sent by bots, as well as messages in sequence, use only a 1-second typing indicators before each message. For more information, see [Typing Indicator Message](https://register.apple.com/resources/messages/msp-rest-api/common-specs#typingindicatormessage). After your experience review recording is created, you can once again create an Amazon Connect support ticket to share. Feedback will be provided by Amazon Connect and Apple Messages for Business before final approval. 1. Create a [special Support ticket](https://support.console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=service-chime-end-user&categoryCode=other) to share your experience review recording. If prompted, login using your AWS account. 1. Choose **Account and billing**. 1. Use the dropdown box to choose **Chime (End user)**. For **Category** choose **Activation**, and then choose **Next step: Additional information**. 1. For **Subject** enter **Apple Messages for Business Experience Review request**. 1. In the **Description** box, copy and paste the following template: ``` Subject: Apple Messages for Business Experience Review request Body: Apple Messages for Business Account ID (required): enter your account ID ``` 1. Attach the experience review recording. 1. Choose **Next step**. 1. Choose **Contact us**, choose your **Preferred contact language**, and then choose **Web** as the contact method, if it's not selected by default. 1. Choose **Submit**. 1. Support will work directly with the Amazon Connect team on your request and follow up with any feedback. # Send a test message for Apple Messages for Business to test integration with Amazon Connect After onboarding to the Apple Messages for Business account, use the following steps to send a test message to make sure the integration is set up properly. ## Step 1: Add internal testers to your Messages for Business account 1. Sign in to [Apple Business Register](https://register.apple.com/). 1. Choose **Messages for Business Accounts** and select the account to add testers. 1. Scroll down the page to **Account Testing**. 1. Add the Apple IDs of your internal testers. 1. When your list is complete and you are ready to begin testing, choose **Send to new testers** to send an instructional email to your testers. An instructional email containing a link to your Messages for Business conversation is sent to the Apple ID email address of each tester. If a tester does not receive the email, then recheck that their email address is provided in the Account Testing section. It's most likely that the email address is incorrect or it's not an Apple ID. For security reasons, Apple cannot verify Apple ID email addresses. ## Step 2: Test sending and receiving messages When your testers get the instructional email, they will need to activate the link in it. After doing this, they can send messages to your agents, who can then reply from the Contact Control Panel (CCP). Note the following: 1. Design a test to trigger all of your Apple Messages for Business features. 1. You should observe that messages sent from an iOS device arrive to your test business. Employees testing from your support agent desktop should be able to respond to these test messages. 1. Your testers may notice your brand colors are not visible in the Messages header. Brand color is not available while your account is in test mode. The colors for your brand will display correctly after your account goes online. 1. If you send the testing link to someone whose email is not listed in the Account Testing section, they will not be able to send messages. 1. If you provide a Redirect Page URL and your testers try to enter Messages for Business from an unsupported device, they will land either on a default or redirected page. You can set your Redirect Page URL in the **Unsupported Devices** section at the bottom of your Messages for Business account page. **To begin testing** 1. Check that your testers are using a device with a supported iOS: iOS 11.3 and later, or macOS 10.13.4. 1. Ask your testers to doing the following: 1. Use their supported devices to find the email sent to them. 1. Open the email from the supported device, and then choose the link. It takes them to a Messages for Business conversation in the Messages app. ## Troubleshoot If you encounter any issues when sending a test message, follow these steps: 1. Confirm that you’ve allowlisted your email address/Apple ID as a tester in your Messages for Business account. 1. Confirm the following settings on your Apple device: + Go to **Settings** > **Messages** and check that **iMessage** is enabled. + Go to **Settings** > **Messages** > **Send & Receive** and check that the AppleID is correct and messages are allowed to receive. 1. Check that you're using a supported iOS. Apple devices running iOS 11.3 and later or macOS 10.13.4 and later support Messages for Business. 1. When you selected Amazon Connect as your MSP in your Apple Account, did you select **Amazon Connect** from the dropdown? Or did you enter the following URL: + https://messagingintegrations.connect.amazonaws.com/applebusinesschat If you entered the URL, doublecheck for typos. 1. Confirm your Apple business account is **Online** in the [Apple Business Register](https://register.apple.com/). If the account is in a pending state, then select **Send for review**. This needs to be repeated after making additional Apple ID allow-listing changes or other Apple business account configuration changes. # Enable authentication for Apple Messages for Business To begin the setup process, first navigate to your Identity Provider. ## Identity Provider Configuration The following Amazon Connect domain must be registered as an allowed Redirect URI for the Identity Provider(s) used for authentication: ``` https://participant.connect.region.amazonaws.com/participant/authentication/update ``` ## Integration with Amazon Cognito You can [add your Identity Provider(s)](https://docs.aws.amazon.com/cognito/latest/developerguide/cognito-user-pools-identity-provider.html) to an existing Amazon Cognito user pool or create a new [Amazon Cognito user pools](https://docs.aws.amazon.com/cognito/latest/developerguide/cognito-user-identity-pools.html). Within this user pool you can create an [app client](https://docs.aws.amazon.com/cognito/latest/developerguide/user-pool-settings-client-apps.html) and select some or all of your Identity Providers. Take note of the app client's client ID. For this app client, the following Amazon Connect domain must be added as an Allowed callback URL: ``` https://participant.connect.region.amazonaws.com/participant/authentication/update ``` **Note** You must select **Don't generate a client secret**  when configuring the Amazon Cognito app client. Only Amazon Cognito app clients without client secrets are supported. ## Configure your Amazon Cognito app client with the Apple Messages for Business Portal On **Integrated OAuth2 Authentication**, configure your Amazon Cognito app client client ID as the **Client Identifier** and your Amazon Cognito user pool domain's [authorization endpoint](https://docs.aws.amazon.com/cognito/latest/developerguide/authorization-endpoint.html) as the **OAuth URL**. ![\[Customer authentication for Amazon Cognito user pools.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/configuring-your-cognito-app-client-with-the-apple-messages-for-business-portal.png) ## Configure your user pools with Amazon Connect On the **Customer authentication** page on the Amazon Connect console associate the user pool that will be used for the authentication. ![\[Customer authentication for Amazon Cognito user pools.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/configuring-your-user-pools-with-connect.png) ## Enable Amazon Connect Customer Profiles **Enable Customer Profiles** On the **Customer Profiles** page in Amazon Connect console, ensure that Customer Profiles is enabled for your instance. If **No Customer Profiles domain associated with this instance of Amazon Connect.** is displayed, then see [Enable Customer Profiles for your Amazon Connect instance](enable-customer-profiles.md). ![\[Enable customer profiles in the Amazon Connect console.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/apple-messages-for-business-configuring-amazon-connect-customer-profiles.png) ### Grant Customer Profile permission(s) to security profiles (optional) To grant users (agent, admin) permissions to view/edit/publish Customer Profiles in Agent Workspace, see [Update Customer Profiles permissions for agents](security-profile-customer-profile-agent.md). After permission(s) are granted to security profile(s), users should be able to access the features in the Agent Workspace. For a detailed list of permissions, see [Customer Profiles security profile permissions](security-profile-list.md#customerprofiles-permissions-list). ## Configure the Authenticate Customer flow block For instructions, see [Flow block in Amazon Connect: Authenticate Customer](authenticate-customer.md). # Add Apple Messages for Business features ## Deflect calls with Apple’s Message Suggest With [Message Suggest](https://register.apple.com/resources/messages/messaging-documentation/message-with-customers#triggering-message-suggest) you can allow users to choose between voice and messaging when tapping on your business phone number in Safari, Maps, Siri, or Search. To enable Message Suggest, send an email to the Apple Messages for Business Team at **registry@apple.com** with the following information and Apple can set up the channel for you: + Provide all of your primary phone numbers, including high call volume phone numbers. + Provide phone contact hours to set customer expectations for your after-hours message. + Provide intent, group, and body parameters to associate with each phone number. + Provide an estimate of how many customers your agents can support per day. This can be increased or decreased depending on operational capacity. To learn more about enabling Message Suggest, see [Apple’s Message Suggest FAQs](https://register.apple.com/resources/business-chat/faq/business-chat-suggest-faqs.html). ## Embed Apple Messages for Business buttons To embed Apple Messages for Business buttons on your website or mobile app, do the following: 1. Add Apple’s Messages for Business JS (JavaScript) library to your webpage headers. 1. Add a `div` container to house the button. 1. Customize the banner, fallback support, and button color to meet your brand’s needs. The Messages for Business button must contain the following, at minimum: + A class attribute to specify the type of container: banner, phone, or message. + A data-apple-business-id attribute with the business ID you received when you registered your company with Messages for Business. ## Authentication Authentication allows customers to sign in to your Identity Provider(s) of choice during a chat conversation. The authentication feature leverages the OAuth2 and OIDC framework to verify the identity of the customer upon successful sign in. for more information, see [Enable authentication for Apple Messages for Business](enabling-authentication-for-apple-messages-for-business.md). ## Start a chat from a URL You can give your customers the ability to start a conversation with you from your website or an email message. For example, customers may start a chat using a URL that you provide. When they click the URL, the system redirects them to Messages so they can send your business a text message. You decide how and where to provide the URL. You can include it as a link in an email message, on your website, or use it as the action for a button in your app. Use the URL **https://bcrw.apple.com/urn:biz:*your-business-id***, replacing *your-business-id* with the business ID you received from Apple after registering with Messages for Business. Following are optional query string parameters you can include in the URL: + `biz-intent-id`: Use to specify the intention, or purpose, of the chat. + `biz-group-id`: Use to indicate the group, department, or individuals best qualified to handle the customer's specific question or problem. + `body`: Use to prepopulate the message so the customer only presses **Send** to start the conversation. Following is an example of what the URL might look like for a customer with a credit card question for the billing department: + `https://bcrw.apple.com/urn:biz:22222222-dddd-4444-bbbb-777777777777?biz-intent-id=account_question&biz-group-id=billing_department&body=Order%20additional%20credit%20card`. ## Add list pickers, time pickers, forms, attachments, and quick replies A list picker prompts your customer to select an item, such as a product or the reason for their inquiry. A time picker prompts your customer to choose an available time slot, such as to schedule an appointment. A quick reply prompts your customer to select a simple, inline response. Forms allow you to create rich, multiple page, interactive flows for customers. For information about how to set up list pickers, time pickers, forms, and quick replies, see [Add Amazon Lex interactive messages for customers in chat](interactive-messages.md). For information about how to enable attachments, see [Enable attachments to share files using chat](enable-attachments.md). ## Apple Pay Apple Pay allows consumers to complete purchases without having to manage paper bills, coins, or physical bank cards. Using Apple Messages for Business, consumers can complete transactions with their favorite brands without having to leave the Messages app. Apple Pay is a distinct feature, but shares similarities to Apple Pay in-app and Apple Pay on the Web. When a business asks for payment from a customer who is purchasing goods and services through Apple Messages for Business, the customer can use Apple Pay to make the payment. ![\[Picture of a smartphone using Apple Pay.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/apple-pay-1.png) To learn more about Apple Pay, see [Apple Pay for developers](https://developer.apple.com/apple-pay/). For information about how to set up Apple Pay using Connect, see [Add Amazon Lex interactive messages for customers in chat](interactive-messages.md). ## iMessage Apps iMessage apps or Apple Custom Interactive Messages (CIM) increase interactivity between end-customers and business customers, allowing end-customers to receive iMessage Apps from businesses. These iMessage Apps contain a richer set of information for end-customers to interact with completely inside of Apple’s Messages app, allowing the end-customer to remain in the conversation to perform the same interactions. This makes the Apple CIM more customizable than other existing interactive message types. The following figure is an example of an iMessage App sent using an Apple CIM with a detailed map and location pin: ![\[Image of an iMessage app sent using an Apple CIM with a detailed map and location pin.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/imessage-apps-1.png) For information about how to set iMessage Apps using Amazon Connect, see [Add Amazon Lex interactive messages for customers in chat](interactive-messages.md). ## Use rich links for URLs Rich links show an inline preview of a URL that contains an image or video. Unlike normal URLs, customers can view the image or video preview immediately in a chat without choosing a "Tap to Load Preview" message. ### Requirements for using rich links in Amazon Connect To use rich links in Amazon Connect chat messages, your URL and images must meet the following requirements: + Your website must use Facebook Open Graph tags. For more information, see [A Guide to Sharing for Webmasters](https://developers.facebook.com/docs/sharing/webmasters/). + The image accompanying the URL must be .jpeg, .jpg, or .png. + The website must be HTML. **Note** When you first use the rich link feature, we recommend that you send the URL in a message separate from your chat text, as shown in the following example. The first message introduces the URL. The next message includes the URL. ![\[A URL sent in a chat message.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-rich-link.png) ## Use Apple Messages for Business contact attributes in contact flows Contact attributes enable you to store temporary information about the contact so you can use it in the flow. For example, if you have different lines of business using Apple Messages for Business, you can branch to different flows based on the **AppleBusinessChatGroup** contact attribute. Or, if you want to route Apple Messages for Business messages differently from other chat messages, you can branch based on MessagingPlatform. For more information about contact attributes, see [Use Amazon Connect contact attributes](connect-contact-attributes.md). Use the following contact attributes to route Apple Messages for Business customers. | Attribute | Description | Type | JSON | | --- | --- | --- | --- | | MessagingPlatform | The messaging platform from where the customer request originated. Exact value: **AppleBusinessChat** | User-defined | \$1.Attributes.MessagingPlatform | | AppleBusinessChatCustomerId | The customer’s opaque ID provided by Apple. This remains constant for the AppleID and a business. You can use this to identify if the message is from a new customer or a returning customer. | User-defined | \$1.Attributes.AppleBusinessChatCustomerId | | AppleBusinessChatIntent | You can define the intent or purpose of the chat. This parameter is included in a URL that initiates a chat session in Messages when a customer chooses the **Business Chat** button. | User-defined | \$1.Attributes.AppleBusinessChatIntent | | AppleBusinessChatGroup | You define the group which designates the department or individuals best qualified to handle the customer’s particular question or problem. This parameter is included in a URL that initiates a chat session in Messages when a customer chooses the **Business Chat** button. | User-defined | \$1.Attributes.AppleBusinessChatGroup | | AppleBusinessChatLocale | Defines the language and AWS Region preferences that the user wants to see in their user interface. It consists of a language identifier (ISO 639-1) and a Region identifier (ISO 3166). For example, **en\$1US**. | User-defined | \$1.Attributes.AppleBusinessChatLocale | | AppleFormCapability | Whether the customer device supports forms. If true, the customer device is supported. If false, the device is not supported. | User-defined | \$1.Attributes.AppleFormCapability | | AppleAuthenticationCapability | Whether the customer device supports Authentication (OAuth2). If true, the customer device is supported. If false, their device is not supported. | User-defined | \$1.Attributes.AppleAuthenticationCapability | | AppleTimePickerCapability | Whether the customer device supports time pickers. If true, the customer device is supported. If false, the device is not supported. | User-defined | \$1.Attributes.AppleTimePickerCapability | | AppleListPickerCapability | Whether the customer device supports list pickers. If true, the customer device is supported. If false, the device is not supported. | User-defined | \$1.Attributes.AppleListPickerCapability | | AppleQuickReplyCapability | Whether the customer device supports quick replies. If true, the customer device is supported. If false, the device is not supported. | User-defined | \$1.Attributes.AppleQuickReplyCapability | # Update an Apple Messages for Business integration with Amazon Connect You will need to update your Apple Messages for Business integration if you want to change the flow ID or other information. 1. Open an [Support ticket](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=customer-account&categoryCode=activation). If prompted, login using your AWS account. 1. In the **Use case description** box, copy and paste the following template to indicate this is an **update **request: ``` Subject: Update Apple Messages for Business Integration request Body: Apple Messages for Business Account ID (required): enter your current account ID change to new account ID Apple Token (required): enter your token Amazon Connect Instance ARN (required): enter your current instance ARN change to new instance ARN Amazon Connect Flow ID (required): enter your current flow ID change to new flow ID ``` **Note** If you update your Amazon Connect Instance ARN, you must also update your contact flow ID. 1. Expand **Contact options**, and then choose your **Preferred contact language**, and then choose **Web** as the contact method, if it's not selected by default. ![\[The contact options page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-contact-support-options.png) 1. Choose **Submit**. 1. Support will work directly with the Amazon Connect team on your request and follow up with any additional questions. # Delete an Apple Messages for Business integration with Amazon Connect 1. Open an [Support ticket](https://console.aws.amazon.com/support/home#/case/create?issueType=customer-service&serviceCode=customer-account&categoryCode=activation). If prompted, log in by using your AWS account. 1. In the **Use case description** box, copy and paste the following template to indicate this is an **delete** request: ``` Subject: Delete Apple Messages for Business Integration Body: Apple Messages for Business Account ID (required): enter your account ID Amazon Connect Instance ARN (required): enter your instance ARN Amazon Connect Flow ID (required): enter your flow ID ``` The following image shows an example of a completed ticket: 1. Expand **Contact options**, and then choose your **Preferred contact language**, and then choose **Web** as the contact method, if it's not selected by default. ![\[The contact options page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-contact-support-options.png) 1. Choose **Submit**. 1. Support will work directly with the Amazon Connect team on your request and follow up with any additional questions. # Find your Apple Messages for Business Account ID for your integration with Amazon Connect 1. In [Apple Business Register](https://register.apple.com/), navigate to **Message Service Provider** and click or tap **Test your Messaging Service Provider connection**. ![\[The messaging service provider page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-messaging-service-provider.png) 1. Click or tap **Copy ID**. ![\[The messaging service provider connection page, the copy ID link.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-account-id.png) # Find your Apple token when integrating Apple Messages for Business with Amazon Connect + In [Apple Business Register](https://register.apple.com/) navigate to **Messaging Service Provider** and choose **Copy Token**. ![\[The messaging service provider page., the copy token link.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-msp-copytoken.png) # Find the flow ID when integrating Apple Messages for Business with Amazon Connect The flow ID is the flow you want to use for inbound Apple Messages for Business messages. Flows define the experiences for your customer when they begin a new chat. You can either reuse an existing flow that you’re already using for voice or chat contacts, or create a new one specifically for Apple Messages for Business contacts. For instructions about creating a new inbound flow, see [Create an inbound flow](create-contact-flow.md#create-inbound-contact-flow). For more information about flows, see [Flows in Amazon Connect](connect-contact-flows.md). **To find your flow ID for Apple Messages for Business** 1. Log in to the Amazon Connect console with an **Admin** account, or an account assigned to a security profile that has permissions to view contact flows. 1. On the navigation menu, choose **Routing**, **Contact flows**. 1. Select the flow you want to use. **Note** Only choose flows that are type **Flow (inbound)**. Apple Messages for Business doesn't work with other flow types, such as **Customer queue**, **Customer hold**, **Customer whisper**, etc. 1. In the flow designer, expand **Show additional flow information**. ![\[A sample flow, the show additional flow information section.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-find-contactflow-id.png) 1. Under the ARN (Amazon Resource Number), copy everything after contact-flow/. For example, in the following image, you would copy the underlined part. ![\[A diagram showing how to copy the key portion of the Amazon Resource Number.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/abc-find-contactflow-id-copy.png) 1. Notice the **Type** = **Flow (Inbound)**. 1. The flow ID is at the end of the ARN. Only copy this end part. # Manage Apple Messages for Business chats in your Amazon Connect instance When you integrate Apple Messages for Business with your Amazon Connect instance, messages from Apple Messages for Business behave exactly like any other chat messages arriving to your contact center. **Note** The Amazon Connect Chat service quota limits apply to Apple Messages for Business. To learn more, see [Amazon Connect service quotas](amazon-connect-service-limits.md). ## Set up automatic replies You can use Amazon Lex to set up automatic replies to chat. For a tutorial that introduces you to setting up Amazon Lex and Amazon Connect, see [Add an Amazon Lex bot to Amazon Connect](amazon-lex.md).