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

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.