A customer searching for your support number may prefer to send a message. Place the messaging option where that customer already looks for help. Route the resulting conversation to the right team.
Where can customers start a conversation?
Customers can start from Maps, Safari, Siri and Spotlight search. Participating businesses can also provide entry points on their websites and apps.
Apple Support describes finding the business and opening its Message button. Availability depends on the business participating in the channel.
Your own entry points can include website buttons, app buttons, email links, QR codes, NFC tags and Wallet passes.
On your site, use an approved button variant such as Message Us or Get Help. Show manually placed buttons only on supported devices, so other customers have a usable alternative.
How do I enable Apple's native entry points?
In Apple Business Register, enable Show Message buttons for iOS and macOS for the approved business account.
Apple's entry-point instructions say this activates Apple Maps, Business Card and Message Suggest. Do not enable public buttons before Apple approves Go Online.
Message Suggest offers a messaging option when a customer taps a registered business phone number. That number can appear on your website, in search results or on Maps.
Register the numbers you want customers to use for messaging. Confirm their support hours and routing parameters with your provider before activation.
What does a Messages link contain?
It identifies your business and can carry the conversation's intent, destination group and initial message text.
Pass the routing values as URL parameters:
https://bcrw.apple.com/urn:biz:<your-business-id>?biz-intent-id=order_support&biz-group-id=post_sales&body=Tap%20Send%20to%20startReplace <your-business-id> with the ID Apple assigned to your account.
| Parameter | Effect in this example |
|---|---|
biz-intent-id | Labels the use case order_support. |
biz-group-id | Supplies post_sales for your provider's routing. |
body | Prefills “Tap Send to start” in the customer's message field. |
The customer still sends the prefilled message. Opening the link alone does not submit it.
Use a distinct intent for each entry point you need to measure. Your provider can then distinguish an order-page button from another support link in its reporting.
Configure your provider's routing rules to recognize the intent and group values.
How should I test a button or registered number?
Open it on a supported Apple device and complete a conversation through the intended support queue.
For a website button, check that the correct business opens. Send the prefilled text and confirm that your provider receives the intended routing values.
For Message Suggest, tap the registered number and check that messaging is offered. Allow five to seven days for propagation before checking visibility.
Keep an out-of-hours response available, because customers can start conversations when agents are away. The response should state when a person will be available.
Can I start messaging customers without an entry point?
Only through a permitted business-initiated path with the required customer permission.
Apple prohibits unsolicited messages. For account notifications, provide Apple's prescribed disclosure and working subscription controls. For marketing, obtain the customer's explicit subscribe message and permission.
Do not treat a phone number you possess as permission to start messaging under Apple's policies. Use the approved invitation or notification process with your provider.
Stop messaging when the customer leaves the conversation. Wait for the customer to initiate again before your business resumes that thread.
In short
Enable native entry points in Apple Business Register.
The message-buttons setting activates Apple Maps, Business Card and Message Suggest.
Register numbers customers already tap.
Message Suggest offers messaging when a customer taps a registered business phone number.
Use parameters to supply context.
A Messages link can identify an intent and destination group. Its body parameter prefills the customer's message.
Test every published entry point.
Check visibility, routing and the customer's first message on a supported Apple device.