Apple Messages conversations
Exchange Apple Messages in INSIDE, including supported rich controls and invitations to start a conversation.
What it is
Apple Messages lets you answer business messages in INSIDE while the customer uses Apple's Messages app. Conversations can contain text, attachments, rich links and interactive controls. INSIDE checks the device's reported support before sending several kinds of control.
Who uses it and why
- Operators answer customers and send invitations when a new conversation needs customer acceptance.
- Administrators arrange the Apple business account and automated content with Powerfront.
- Visitors contact the business, choose options and complete supported forms in Messages.
Where to find it
Open an Apple Messages conversation in INSIDE. Where a new conversation requires acceptance, the conversation pane shows Send Apple Invitation Message.
Powerfront manages the account under Settings › General Settings › Integrations, in Apple Messages.
How it works
Incoming messages can include text, attachments, selections, form answers and supported app-extension replies. Conversation intent or group information can update the information used to route the conversation.
Your replies can include rich links, product or offer content, video, App Clips and configured interactive controls. Customer selections return to the conversation and can advance an automated task.
The customer's device determines how some controls behave:
| Control | If the device does not report support |
|---|---|
| List picker | INSIDE sends the question and numbered options as text. |
| Time picker or form | INSIDE skips the workflow step and adds an operator-visible comment. |
| Quick reply | The quick-reply message may not be sent. |
For a new conversation without a current account-specific reachability record, INSIDE restricts the composer and asks for an invitation:
- Choose Send Apple Invitation Message.
- Select Apple Messages Account if more than one account is available.
- Enter Visitor Phone Number with its country code and choose Send.
- The customer must accept the invitation before the new conversation can proceed.
Sending the invitation alone does not enable replies. Incoming activity refreshes INSIDE's reachability record for that account to twelve months. A customer closing the conversation clears it and ends the chat.
Configure it
Ask Powerfront to connect your Business Chat Id and configure the account credentials. Powerfront can also change Business Hours, Virtual Assistant, Post Chat Survey and Service Levels.
The invitation uses the account's Name as the brand and its Language as the locale. If absent, the invitation falls back to Messages and US English. Authentication and payment requests need the separate setup described in CHN-019.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Apple Messages Integration | Settings › General Settings › Integrations | channel | On in the new-account editor; Off if absent from a saved account | Powerfront | Enables the selected Apple Messages account. |
Fields
| Field | Where | Required | What it is for |
|---|---|---|---|
| Name | Settings › General Settings › Integrations | Yes | Identifies the account in INSIDE and supplies the invitation brand name. An empty invitation brand falls back to Messages. |
| Business Chat Id | Settings › General Settings › Integrations | Yes | Identifies the Apple business account used for messages and invitations. |
| Visitor Phone Number | Send Apple Invitation Message | Yes | Supplies the invitation recipient's phone number with country code. |
| Apple Messages Account | Send Apple Invitation Message | No | Selects the sending account when more than one enabled Apple Messages account is available. |
Limits and good to know
- Generated quick replies use at most five options.
- Device support can differ between customers, so the same task may display different controls.
- A customer closing the conversation can prevent further sends. INSIDE reports this as a sending error.
- Outgoing reactions and generic location or authentication requests are unsupported. Configured interactive sign-in has a separate path.
- A successful invitation send confirms submission of the invitation, not customer acceptance.
Depends on and works with
View all connections as a list
This feature uses
- Website, channel and subsite accessConfigured by
Website and channel access determines which account conversations operators can handle.
- Attachments in conversationsEnhances
Supported files and media can be exchanged in the conversation.
- Messaging channel connectionsRequires
Apple Messages conversations need a connected business account and its authorisation.
- Messaging conversationsRequires
Conversations retain the selected Apple account and customer identity.
- Webhooks and message statusRequires
Account notifications import messages, customer actions and conversation closure.
- Virtual Assistant tasks in messaging channelsEnhances
Automated questions can use list pickers, time pickers, quick replies and forms.
- Post-chat surveys in messaging channelsEnhances
The account can enable a post-chat survey.
- Apple Messages payments and sign-in setupEnhances
Separate integration setup enables interactive authentication and Apple Pay requests.
Used by
- Typing indicators and typing previewEnhances
Apple Messages supports operator typing indicators through its connected account.
- Webhooks and message statusConfigured by
Apple Messages account credentials authorise incoming callbacks.
- Apple Messages payments and sign-in setupRequires
Interactive sign-in and Apple Pay requests use an Apple Messages conversation and connected business account.
FAQ and troubleshooting
Why is the composer asking me to send an invitation?
The new conversation has no current reachability record for the selected Apple account. Use Send Apple Invitation Message and wait for the customer's acceptance.
Why is the composer still restricted after I sent an invitation?
Sending an invitation does not count as acceptance. Check that you used the correct account and phone number and that the customer has accepted it.
Why does a list appear as numbered text?
The customer's device did not report list-picker support. INSIDE uses a text fallback.
Why did a form or appointment question get skipped?
The device did not report support for that form or time-picker control. INSIDE adds a comment when it skips the step.