Complete onboarding

This document outlines the key steps for successfully onboarding with Apple Business Messages and passing the experience review, which is a requirement before launching to your channel to customers.

Step 1: Register Your Organization

The first step in onboarding is to register your organization with Apple:

Visit the Apple Business Messages Registration Page.
Submit your organization for registration. This process may take a few days for Apple to approve.
Once approved, connect your account to Bird CRM. See install-apple-messages-for-business.md

Step 2: Prepare Your Customer’s Journey

To ensure a smooth launch, it's important to map out the customer journey and address key factors:

Use Case Definition: Use Apple’s Use Case Template to define the most common use cases for your customers.
Readiness Assessment: Complete the Readiness Assessment to align channel goals.
Plan entry points and consider integrating rich messaging features such as Apple Pay and authentication.

For more details, visit the Customer Journey Documentation.

Step 3: Design and Implement Your Experience

Create and implement the customer experience based on Apple's best practices:

Include automated messages for basic inquiries.
Use quick replies, list pickers, and intent grouping for triaging customer requests.
Ensure customers can always connect with an agent.
Design and send customer satisfaction surveys (CSAT).
Consider using Apple Pay for payments.

For detailed UX guidelines, visit Apple’s UX Design Documentation.

Step 4: Prepare Operations and Marketing

Tracking: Plan to track and analyze defined channel goals.
Agent Training: Ensure agents are trained to respond effectively using the messaging platform.
Message Suggest: Register business phone numbers with message suggest (if applicable).
Marketing Preparedness: Prepare marketing materials, including press releases, for the launch.

For more information, visit Preparing Operations and Marketing.

Step 5: Passing the Experience Review

Before going live, you must pass an experience review with Apple. This can take 1-2 weeks. Follow these steps:

Prepare Recordings: Create recordings of the implemented use cases showcasing both the agent and end-user experiences (such as phone recordings).
Submit Recordings: Share the recordings with the Bird support team. These will be submitted to Apple for review and feedback.
Implement Feedback: Make any necessary adjustments based on Apple's feedback.

For detailed steps, visit the Experience Review Documentation.

Step 6: Go Live and Optimize

Once you pass the experience review:

Launch your Apple Business Messages channel.
Review performance for the first 30 days and optimize based on data.
Add new entry points and refine customer support automation.
Continuously optimize the platform by reviewing and adjusting intents.

For further information, visit the Go Live Documentation.