A customer can ask about an order, choose a service or arrange an appointment in the same conversation. The business connects that exchange to the people and systems that can resolve it.
How does the customer start?
Customers can open a business conversation through supported Apple discovery surfaces and the business’s own entry points. The business identity determines who receives the message.
You configure each Messages entry point with your Apple business ID and intended service context. The customer opens the entry point, then sends the first message.
What can happen inside the conversation?
Native content includes useful links, attachments and structured choices. Forms can collect focused answers, and time pickers can present appointment options. Apple’s native interaction contract defines the content and returned input.
Your booking, identity and payment systems still decide the business result. Selecting a time is a request; the booking system confirms the appointment.
Why is a provider involved?
An approved provider connects the business to the channel and its operating environment. Apple controls business registration and approval. The provider connects message traffic, service workflows and business integrations. Apple’s registration procedure establishes the account connection.
Your team also needs a human continuation path. Build that into the AI and service experience.
Can a business initiate a message?
Yes, through an approved path with the required customer permission. Ordinary replies belong to a customer conversation. Invitation Messages use a separately approved, opted-in workflow. Account updates and expressly requested marketing follow Apple’s messaging policies.
A phone number in a customer database does not authorize an unsolicited invitation or campaign.
How do I build the experience with Bird?
Choose the customer task and connect its native interaction to the system that can complete it. Prepare the business identity, test the response and confirm the recorded outcome.
Match the task to an Apple Messages capability, then prepare a complete first conversation with a tested response and human continuation path.