Apple can reject a business even when a provider offers to connect it. Check the proposed use case against Apple's policies before paying for integration work.
What does Apple charge?
Apple provides Apple Messages for Business for free. Its FAQ says a provider may charge for its services.
There is no Apple channel fee to add to a provider's quote. Ask each provider to identify its billing units and included services. A quote based on usage needs a different forecast from one based on agent seats.
Compare provider proposals against the same expected conversation volume and staffing plan. Include setup costs in that comparison, so a low recurring fee does not hide launch work.
What else should I budget for?
Budget for your provider, live support and the work needed to launch.
| Cost | What to establish before signing |
|---|---|
| Provider service | Which usage, inbox and integration costs the contract includes |
| Live agents | Who covers your published business hours |
| Launch work | Who prepares assets, designs conversations and handles review changes |
| Optional features | Which payment or backend integrations need separate work |
Your business must provide live-agent access during business hours. A bot-only service does not qualify, so automation cannot remove the staffing requirement.
Apple's Experience Review usually takes one to three rounds. Agree who pays for revisions before submitting the experience. If you add payments, include the Apple Pay setup in the integration scope.
Which businesses and uses are eligible?
Your business needs an approved provider, live support and a use case allowed by Apple's policies.
Apple prohibits specific transactions and business activities. These examples affect whether a project can proceed. Apple lists the complete eligibility rules.
| Proposed business or use | Effect on the project |
|---|---|
| Tobacco, vaping, weapons or gambling transactions | Apple prohibits these transactions |
| Gaming purchases of digital goods | Purchases are prohibited; customer service is allowed |
| Political organizations | Prohibited, with an exception for government institutions |
| Personal fundraising or nonprofit collections | Requires Apple's approval |
| Primarily medical or health-related services or products | Apple excludes these businesses from onboarding |
Apple also prohibits illegal activity, fraud and other listed uses. Have your provider confirm eligibility for the actual service you will offer before starting registration.
Which customers can use the channel?
Customers need a supported Apple device. Apple's customer guidance describes starting conversations on an iPhone or iPad.
Customers can also respond from a Mac or Apple Watch. They use the built-in Messages app, so the journey does not require installing a separate business messaging app.
Estimate how much of your support audience can use those devices. Customers outside that audience still need another way to contact you.
How should I evaluate the business case?
- Confirm that Apple permits your business and planned use case before committing to integration costs.
- Compare provider quotes using the same conversation volume, staffing and launch requirements.
- Include live-agent coverage even when a bot handles the first response.
- Compare total cost per resolved case with existing channels for the customers you can reach.
In short
Apple provides the channel for free.
Your provider can charge for its services. Compare the scope and billing units in each quote.
Include people and launch work.
Budget for live agents during business hours, conversation design and Apple's review process.
Check eligibility before buying.
Apple excludes business categories and activities. Its policies also prohibit onboarding businesses primarily offering medical or health-related services or products.
Measure the audience you can serve.
Customers use supported Apple devices. Include that reach when comparing the cost per resolved case with other channels.