Working with Apple Messages for Business in the Agent Workspace

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<p id="docs-ai-summary-content">In the Agent Workspace, you can handle customer conversations via Apple Messages for Business. Use rich templates to enhance responses with the Interactive Messaging Templates app. If a customer leaves a conversation, it closes immediately, blocking further messages. You can still communicate through other channels if contact details are available. Reopened conversations start as new tickets.</p>
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<p class="p">In Agent Workspace, agents can converse with customers who come in through their Apple
Messages for Business channel. They can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843683226" target="_blank">accept conversations and compose messages</a> like any other
messaging conversation. Some additional features are available to agents to enhance
customer conversations through the Apple Messages for Business channel and impact their
communication flow.</p>
<p class="p">This article includes the following sections:</p>
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<ul class="ul" id="apple_messages-agent__ul_k3t_wc4_ydc">
<li class="li"><a class="xref" href="#topic_mtf_4b4_ydc">Applying rich templates to agent responses</a></li>
<li class="li"><a class="xref" href="#topic_kkk_4b4_ydc">Working with closed conversations</a></li>
</ul>
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<p class="p">For information on setting up the Apple Messages for Business channel in Admin Center,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8030634178458" target="_blank">Adding and configuring the Apple Messages for
Business channel</a>.</p>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_mtf_4b4_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Applying rich templates to agent responses</h2>
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<p class="p">Accounts using Zendesk Suite Professional or higher can install the <a class="xref" href="https://www.zendesk.com/marketplace/apps/support/966326/interactive-messaging-templates/" target="_blank">Interactive Messaging Templates app</a>,
created by our partner, Zenplates. Using this app, agents can preview rich messages
in the ticket sidebar before sending the message to the end user. </p>
<p class="p"><img class="image" id="topic_mtf_4b4_ydc__image_txs_2d4_ydc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/amb-agent_template.png" width="500"></p>
<p class="p">After sending, the conversation history reflects the template, though it won't be a
replica. Quick replies will show buttons, and rich links will show the text and
link, for example.</p>
<p class="p"><strong class="ph b">To apply a rich template to a response</strong></p>
<ol class="ol" id="topic_mtf_4b4_ydc__ol_krk_v34_ydc">
<li class="li">In a ticket, click the <strong class="ph b">Apps</strong> icon (<img class="image" id="topic_mtf_4b4_ydc__image_ydq_grz_n4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_apps.png">) in the context panel and locate the <strong class="ph b">Interactive
Messaging Template</strong> app.</li>
<li class="li">Select the template you want to apply to the conversation. Use the available
filters to find the template, if needed.</li>
<li class="li">Click <strong class="ph b">Use this template</strong>. The template is added as a comment in the
conversation.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kkk_4b4_ydc">
<h2 class="title topictitle2" id="ariaid-title3">Working with closed conversations</h2>
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<p class="p">With Apple Messages for Business, end users can choose to block a business from
sending additional messages to them at any point.</p>
<p class="p">When an end user leaves a conversation while talking to a live agent, the messaging
session will immediately close, the agent will no longer be able to send messages
over Apple Messages for Business, the conversation history will display a system
message that the user left the conversation, and the message composer will be
disabled for the Apple Messages for Business channel.</p>
<p class="p">Agents can continue to communicate with the end user through other channels if the
end user's email or phone number is available and can leave internal notes on the
conversation.</p>
<p class="p">If the end user re-opens the conversation with the business, a new ticket and new
conversation is initiated.</p>
<p class="p">If an end user leaves a conversation while talking to an AI Agent, the AI Agent is
blocked from sending further messages.</p>
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