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What is Business Chat and why you should integrate

Business Chat will enable you to connect with customers directly from within Messages. By integrating your Freshdesk Messaging account with Business Chat, you can interact with customers, respond to their questions, resolve issues, and complete transactions from your iPhone, iPad, Mac, and Apple Watch through iMessage. 


Note: Apple devices running iOS 11.3 or later and macOS 10.13.4 or later will support Business Chat.


Business Chat capabilities

  • Send/Receive Message

Provide a rich user experience to the customer by sending an interactive message.

  • List Picker

Let the customer choose from a list of items by sending a list picker.

  • Time Picker

Let the customer schedule an appointment by sending a time picker.

  • Apple Pay Payment Request

Provide an easy and secure way for customers to buy goods and services through Business Chat using Apple Pay.

  • Message Attachments

Receive and send file attachments.

  • Authentication Message

          Pass authentication data between your business and the customer's device.


Plan and Pricing

Business Chat integration is available on Estate and Forest plans in Freshdesk Messaging. To see our pricing page, Click here.


How to setup a Business Chat account

To set up a Business Chat account, first you need to sign up at register.apple.com.

Go to Business chat accounts > Manage Services > Business Chat Accounts > Add new



Acknowledge the policies of Apple.



Configure the new Business Chat account.




Fill in the account applicant details.



Choose the Business Chat account type.


A Commercial Account is an account you use to communicate with your customers.

An Internal test account is to develop and test your commercial account setup internally before taking it live.


Internal Test account:


Give a name to the account.




Assign a technical contact.



Select the Apple authorized commercial messaging platform as Freshdesk Messaging.




If you're on the EU cluster, add the following URL in the Advanced section,


https://abc-webhooks.eu.freshchat.com/ieQuooxae3Hahcaalae8UvuaXeiChoh1/api/apple/webhooks/csp/252ce231-cf6e-492f-8efc-822af4ff13e4


If you're on the AU cluster, use the following URL.


https://abc-webhooks.au.freshchat.com/ohJieVingu7jae5wevaiwoa2aveijies/api/apple/webhooks/csp/d3d674e6-65ff-46d2-b83a-774012188165


If you're on the IN cluster, use the following URL.


https://abc-webhooks.in.freshchat.com/ohJieVingu7jae5wevaiwoa2aveijies/api/apple/webhooks/csp/6528374d-0609-42c4-aafb-025a37770173


Click Next.



In the next screen, click Add Apple IDs and enter the Apple IDs of the user to whom the test link has to be sent. These users will receive a URL using which they can initiate messages and test.


NoteThe tester IDs should be Apple IDs with active iMessages.







Once the test account is set up, head over to the Freshdesk Messaging account. If you are not already a Freshdesk Messaging customer, you can sign up for a free trial here.


Once you add the Tester Apple IDs, you will receive a link to send and receive messages. 


All the features except for sending and receiving messages are supported via smart plugs. To know more, Click here.


Commercial account: (Customer facing)


To setup a commercial account, add the account owner (technical contact).



Select the number of locations your business is present in (offices) and add the location details (office address). 




Add your brand information.




Set the response hours.



Set up your brand identity by adding logo, choosing a header color, etc.



Add Freshdesk Messaging as the Apple authorized commercial messaging platform.



These details will be submitted to Apple for review. Once you send your profile for review by clicking the “Send for review” button.



Once Apple has reviewed your account, Paste your Apple Business ID in your Freshdesk Messaging account to start using it.



How to integrate Business Chat with Freshdesk Messaging


Once your business chat account is set up, Click on your Business chat account name and Connect to Freshdesk Messaging.

NoteYou can integrate your internal test account with Freshchat while your business account is pending approval from Apple.




Click Connect. You will be redirected to your Freshdesk Messaging account's Apple Business Chat integration page.



Enter your Business chat ID. 




You can find your Apple Business ID in your Apple Business Chat account by clicking on the ‘Copy ID’



Paste it in your Freshdesk Messaging account.



Give a name to your Message Channel for the Apple Business Chat conversations. Select the Group to which you want to assign the conversations and click Connect.


You can follow these steps to test your connection with your MSP,

1.Head to the Business Chat Account page and scroll down to the Messaging Service Provider section.

2.Click on ‘Test your Messaging Service Provider connection.’

3.After that, you’ll be directed to this Freshdesk Messaging Sign in page where you can sign up for preview access to the Freshdesk Messaging integration for Apple Business Chat. On this page, you would be required to login with your Freshdesk Messaging credentials. 

Once you have registered with Apple and have linked your Apple Business Chat Account with Freshdesk Messaging, you’re ready to start customizing your account to meet your business needs. Here are some of the unique features:

Chat Suggest :

When you register your phone number with Apple, Chat Suggest proactively gives you the option to chat when a user clicks to call your business’ phone number in Safari, Maps, Siri, or Search. Customer is directed to Messages app when they select the messaging option, reducing the costs of voice support by shifting the customers to messaging.

To enable Chat Suggest, send an email to the Apple Business Chat Team (registry@apple.com) with the following information. Apple will set up the feature for you:

  • Provide all of your primary phone numbers, including high call volume phone numbers.

  • Provide phone contact hours to set customer expectations for your after hours message.

  • Provide intent, group, and body parameters to associate with each phone number.

  • Provide an estimate of how many customers your agents can support per day. This can be increased or decreased depending on operational capacity.

To learn more about enabling Chat Suggest, please refer to Apple’s Chat Suggest FAQs and Chat Suggest Guide.

Embedding Apple Business Chat buttons into your website and mobile apps


Customers also have the ability to start a conversation with you through your website or mobile app when you set up Apple Business Chat buttons and message URLs with a clear Call to Action.

Beyond your website and app, you can configure these buttons to be displayed in communication channels like email, social, and digital campaigns.

To embed Apple Business Chat buttons on your website, follow these steps:

  1. Add Apple’s Business Chat JS (javascript) library to your webpage headers

  2. Add a <div> container to house the button

  3. Customize the banner, fallback support, and button color to meet your brand’s needs

The Business Chat button must contain the following, at a minimum:

  • A class attribute to specify the type of container: banner, phone, or message. For more information, see Business Chat Button Class and Data Attributes.

  • A data-apple-business-id attribute with the business ID you received when you registered your company with Business Chat.

To learn more about enabling Apple Business Chat Buttons to your website, please refer to Apple’s documentation for Adding a Business Chat Button to Your Website. To learn about enabling a button in your mobile app, please refer to Apple’s Starting a Chat from your App documentation.


Important Note:

Once you do this, you won’t be able to edit the fields again on the Freshdesk Messaging Business Chat integration page. So make sure you enter the correct details. 


If you entered the wrong values, contact Freshdesk Messaging support.


What are the Rich Messages supported by Business Chat and how to use them in Freshdesk Messaging


Apple Business Chat (ABC) specific messages can be sent from Freshdesk Messaging using Smart Plugs with a message override option. ABC supports the following message types,


  • Send/Receive Message

  • List Picker

  • Time Picker

  • Apple Pay

  • Attachments

  • Authentication message


Here are some screenshots...


Send/Receive Message



Apple Pay



Rich links



You can add a Smart Plug by going to Admin > Smart Plugs > Add Smart Plugs.


To get your Apple Business Chat Smart Plug scripts, ping us using the Freshdesk Messaging messenger or write to us at support@freshchat.com.