Announced on | Rollout on | |
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January 23, 2025 | January 7, 2025 |
Zendesk is pleased to announce the ability to integrate Apple Messages for Business to your Zendesk account.
This announcement answers the following questions:
What does this mean?
Zendesk supports many great social messaging channels, and we’re very pleased to add one more. As of today, Zendesk customers can implement Apple Business Messaging through Zendesk, allowing end users to contact you on a popular, persistent, and rich channel. This makes messaging your business as easy and enjoyable as messaging a friend. Apple Messages for Business is designed to allow businesses to provide rich, engaging experiences in messaging to their customers on Apple devices, while protecting user privacy and security
Additionally, we worked closely with our partner, Zenplates, to create a beautifully simple new app where you can design rich messages for Apple, or any other channel. Interactive Messaging Templates is available on the Marketplace today.
Why is Zendesk making this change?
We’re always seeking to bring you and your end users closer together. Now with Apple Messages for Business, you can meet your end users where they are, right on their Apple devices.
What do I need to do?
Apple Messages for Business is available now to all customers on any Suite plan or on Support + Chat with the Social Messaging Add-on.
If you’d like to use Interactive Messaging Templates to create a library of rich messages in an easy-to-use interface, you’ll need to be on Suite Pro+. You can learn how to use the Interactive Messaging Templates app here.
Setting up Apple Messages for Business in Zendesk is easy using the comprehensive setup guide.
Prior to going live with your new channel, Apple does require a complete experience review. You can prepare to pass the experience review by going over the requirements, including registering your account, designing your experience, and preparing your operations. If you’d like support from Zendesk on your experience design and review, you can work with Professional Services to be guided through the process. Contact your account manager to begin this process.
Apple Messages for Business performs in the Agent Workspace like any other channel, with a few additional features. Agents can learn about these features in the channel's agent guide.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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