Troubleshoot Apple Messages for Business
Start with the symptom below. Check the business and workspace before changing configuration, and keep the message or conversation ID for the exchange you are investigating.
The test conversation does not appear
- In Apple Business Register, confirm that the tester's Apple Account matches the account used for Messages on the device and that the tester changes were submitted.
- Compare the entry-point URL with the Apple Business ID on the Bird business record.
- Confirm that the tester sent a message. Opening the business link alone does not produce an incoming message.
- Open Conversations in the linked workspace, clear filters, and refresh.
- Check the provider connection in Apple Business Register. If the device shows an error or linking fails, collect that error and the time for support.
The reply control is disabled
Check the business's status in Businesses, the conversation's status, and your channel write permission. A reply requires an open conversation. For a Draft business, use an authorized test conversation; public launch requires approval.
For Closed by customer, the customer must start messaging again. Changing assignment, removing a label, or ending a suppression does not reopen the conversation.
For a missing management or assignment action, ask your administrator to check your permissions in the same workspace.
A native message cannot be prepared
- Read the validation error and return to the template's Apple delivery tab.
- Check required native fields, unique identifiers, form routes, and dated time slots. Simple preview labels do not supply real appointment availability.
- Supply actual values for each variable. Personalization example values are for the preview.
- Check Device capabilities in the conversation. If a known capability is missing, offer a text or web alternative. An unadvertised capability means support is unknown.
- Confirm that the template's business matches the selected conversation. For a Draft business, use an authorized test conversation.
Use the specific native-message guide for field-by-field authoring help.
A message was accepted but did not appear on the device
Open Messages, select the record, and inspect its status and events. For Send failed or Rejected, use the recorded reason to correct the request. Media can fail after acceptance if its URL is inaccessible or its downloaded file is invalid.
For Sent, Bird has Apple's gateway acknowledgement. Device delivery and reading are not observable in Bird. Check the authorized test device, its connectivity, and the customer-visible conversation before deciding to send again. Retain the original attempt when retrying; a new submission may duplicate the message.
A destination is suppressed
Inspect Suppressions for the exact handle and both business-specific and workspace-wide scope. Keep valid opt-outs in place. If the block was added incorrectly, establish the reason before ending it, then check the business and conversation status again.
A saved template is missing
Template drafts are stored in the browser where they were created, under the selected workspace. Check the workspace, browser profile, and device. Clearing site data or using another browser can remove access to the draft. Bird does not currently provide a shared, server-stored template library or a recovery history for these drafts.
If Save template reports a storage error, preserve the authored text and native settings before closing the tab. Check browser storage availability. If another tab saved a newer revision, reload the latest draft and reapply your changes deliberately.
Metrics do not match a message list
Match the workspace, business filter, date range, and time zone. Outbound reports group messages by acceptance time; inbound and conversation reports use event time. Recent processing outcomes can update an earlier outbound period.
Use the metric definitions before combining reports. Missing first-response measurements do not mean the reply time was zero, and a customer closing a conversation does not prove their issue was resolved.
Contact support
Use Help in the affected workspace. Include:
- The workspace and business-record IDs, plus the Apple Business ID for a connection issue.
- The relevant conversation and sent or received message IDs.
- The timestamp with time zone, status, and error code or description.
- The entry-point placement or native message type and the exact steps that reproduce the issue.
- A redacted screenshot or device recording when the problem is visual.
Remove access keys, authentication tokens, payment details, and unnecessary customer information. Share identifiers through support rather than a public issue. State whether the problem is visible in Bird, on an Apple device, or in your external booking, order, or identity system.