Enable a requester to converse with an agent using Apple Messages for Business chat conversations. An administrator can configure the Conversational Integration with Apple Messages for Business application for integrating the Apple Messages for Business messaging app with a ServiceNow application.

Agents and requesters can do the following:
  • A requester can initiate Apple Messages for Business chat conversations with a virtual agent or live agent.
  • A live agent can accept Apple Messages for Business chat conversations as work items from their Agent Workspace Inbox to converse with a requester.
  • A live agent can continue to interact with a customer conversation in Apple Messages for Business for as long as the customer would like.

For more information, see Integrating Apple Messages for Business with Customer Service Management.

Accepting Apple Messages for Business chat conversations

As a live agent interacting with a requester over the Apple Messages for Business service channel, you can do the following:

  • Converse with the requester through text messages or iMessages.
  • Share a knowledge article displayed as a link to the requester.
  • Share a record. For example, a customer service case.
  • Share any URLs as links with photo or video previews.
  • Share photos or videos.
  • Share any files as attachments.
Note: If an administrator has configured the Apple Messages for Business service channel for transfer of chat conversations, then you can accept a work item from the Apple Messages for Business chat conversation in your Agent Workspace Inbox. For more information, see Transfer Apple Messages for Business chat conversations to live agents and Service channels.