Customer authentication
Connect the account behind the conversation.
Let customers sign in when a service request needs account access. Bird connects Apple Messages authentication to your identity provider so AI and your team can use the right authorized context.
Explore Apple Messages for BusinessConnect the right customer account
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Your identity provider
The customer grants the relevant account access.
Fictional sign-in and account. This example shows the identity and permission checks without accessing a real account.
Personal service with the right context
Know which account the conversation belongs to.
A customer asks about an order. Start with a general conversation, then offer sign-in when the answer needs private account information. After authentication, your service can retrieve the right order and help with the requested change.
Connect your identity provider to the conversation and keep account permissions in your application. The same authenticated context can support AI assistance, a native form or a specialist handling a more complex request.
Read the authentication guideSign in at the point it becomes useful.
Authentication should have an obvious purpose for the customer. Ask for it when the requested service needs account access, then return to the question they were trying to answer.
Explain what sign-in enables
Tell the customer why account access is needed, such as checking an order or changing a reservation. Public product questions and opening hours can continue without introducing an account step.
Use your identity provider
Connect the supported authentication experience to your own sign-in flow. Keep credentials and identity checks with that provider, and associate the successful result with the intended conversation.
Apply the customer’s permissions
Use the authenticated identity to determine which records and actions are available. Read an order through the customer-facing application contract, and require the permissions needed for a change before carrying it out.
Continue the original request
Return the customer to the conversation with the relevant account context. If authentication expires or is canceled, explain the next step and preserve the service request so they can continue when ready.
Useful context for AI and people.
Give assistance scoped access
An AI assistant can use approved account tools after the identity and permissions have been established. Keep credentials outside the conversation and tool prompts, and return the information needed for the specific request.
Carry the request through a handoff
When a person takes over, include the service context and authentication state they are allowed to use. A handoff summary helps them continue, while your application still checks permission for account reads and changes.
Customer authentication questions
Is the Apple conversation ID our customer login?
Should customers type passwords into the conversation?
Does successful authentication authorize any account change?
Can an AI assistant use authenticated context?
Build the connected journey
Put it into practice.
Continue with the documentation, guides and examples for this topic. Resources are in English.
Make account actions depend on the right identity.
Review your identity provider, session rules and authorized account operations before introducing authentication into the conversation.