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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:

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.

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