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.
How does the business channel differ from consumer iMessage?
Apple Messages for Business uses a registered business identity and business service workflows. Consumer iMessage uses a phone number or Apple Account. Both appear in the Messages app, which also carries SMS and RCS. The app’s name does not identify the underlying channel. Apple describes the distinction.
| Business channel | Consumer iMessage |
|---|---|
| Register a business and connect a messaging service provider. | Register a phone number or Apple Account. |
| Reply to the customer’s opaque business-conversation identity. | Address a person’s phone number or Apple Account contact. |
| Use business entry points and separately approved invitations. | Use the personal messaging service. |
Apple’s iMessage policy excludes commercial activities. Misuse can lead to service limitations.
Linq documents two separate APIs: its Apple Messages business channel has separate credentials and messages.api.linqapp.com/v1; Linq V3 handles its consumer iMessage offering. A V3 phone line or chat ID does not identify a Bird business conversation. The migration guide maps the business-channel integration.
Apple controls business approval through its registration procedure. Your team connects the approved provider and a human service path.
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.