A working integration can still leave a customer at a dead end. Test the journey from its entry point through resolution before recording the experience for Apple.
What does Apple check before a brand goes live?
Apple checks the conversation experience first. It then reviews the commercial account details. The final review covers the request to go live.
The Experience Review covers your test environment's full customer journey. Apple evaluates conversation flow, clarity, naming, feature use and policy compliance.
After that passes, complete the commercial account submission. It supplies the brand assets and account details customers will see.
The Go Online button submits the account for final review. Coordinate the launch with your provider so the support team is ready when customers can contact you.
What do I submit for Experience Review?
Your provider submits an iPhone screen recording showing the complete working experience.
Apple's submission process requires a finished build in the test environment. Test each entry point, automated response, live-agent handoff and failure path on a real device.
Prioritize iPhone testing. Test on a Mac where possible. The layout and interaction can differ between devices.
Agree which flows the provider will include in the recording. Apple sends its findings to the provider, who shares them with your team.
Which problems can stop approval?
Dead ends, missing disclosures, incorrect naming, broken flows and policy violations can stop approval.
Apple's review checklist turns those categories into specific behavior:
| Check | What the customer should experience |
|---|---|
| Automation disclosure | The automated agent identifies itself at the start |
| Handoff | The customer sees a transfer notice and the person introduces themselves |
| Conversation context | The customer does not repeat information already supplied |
| Links | The conversation uses Rich Links rather than bare URLs |
| Unclear intent | A triage menu helps the customer choose a relevant path |
| Outside staffed hours | The response says when a live agent will be available |
Your business must provide access to a person during business hours. A bot-only experience does not satisfy that requirement.
Use Apple Messages for Business as the product name throughout customer-facing copy. Apple's Experience Review can flag incorrect product naming.
How long should I allow for review?
Allow time for one to three Experience Review rounds, plus the commercial account review.
Apple's expected review rounds are not a delivery-date guarantee. Your team needs time to implement feedback and record the corrected experience.
The commercial submission review typically takes one to three business days. That estimate excludes building the experience and completing Experience Review.
A significant post-launch change can require another Experience Review. Include review work when changing conversation flows, entry points or features.
What should I do with Apple's feedback?
- Resolve every finding with the teams responsible for the affected flow.
- Retest the whole experience on a device, including paths Apple did not flag.
- Give your provider a change summary and a new recording for resubmission.
- Complete the commercial details after approval, with live agents staffed before going online.
In short
Test the full customer journey.
Apple checks the path from entry point through resolution, including automation and handoff to a live agent.
Submit through your provider.
Your provider sends Apple an iPhone screen recording of the working experience. It relays the feedback to your team.
Allow for corrections.
Apple expects one to three review rounds for most accounts. Retest the complete experience after making changes.
Complete the launch approvals.
After Experience Review, submit commercial account details. Go Online requests final approval, with your live-agent team ready.