# Setting up Apple Messages for Business as a Webex Contact Center channel Systems: Webex Contact Center For Webex Contact Center administrators with digital channels provisioned who own, or work with the owner of, the business's Apple Business Register account. Canonical: https://warmtransfer.net/guides/wxcc-apple-messages-setup Last verified: 2026-10-02 Apple Messages for Business is one of the Webex Contact Center digital channels, which are configured through Webex Connect with their flows built in Webex Connect rather than in Flow Designer[^66]. The business registers on Apple Business Register and selects Webex Connect as its messaging service provider, and the Webex Connect Queue Task node queues each Apple Messages for Business contact in Webex Contact Center under the Social media type[^2][^48]. ## Before you start Registering a Messages for Business account requires a business Apple Account or Managed Apple Account using a corporate email, an MSP already chosen from Apple's approved list, and technical contact details[^9]. Linking the Apple account to Webex Connect needs an active Webex Connect account, and without one the business registers for a free trial, which the Webex Connect page says takes about 2 hours on a business day to approve[^16]. After the contact center is provisioned, Control Hub's Contact Center Tenant Settings > Digital page shows Webex Engage and Webex Connect and launches them[^67]. Apple's launch path has 6 steps: select an MSP, plan, register an internal test account and connect the MSP, design and build, test all flows (automation, triage, live agent escalation, out-of-hours), and pass the Experience Review, after which the test account becomes commercial[^30]. The Webex Connect AMB FAQ says customers must contact the business first through one of the entry points[^18]. Inventory to gather before the Experience Review: a business name, a square logo (at least 1024x1024 px, at most 2 MB), a wide logo, customer service hours, an estimated response time and an account type (online-only, single location or multiple locations)[^14]. If a Webex AI Agent answers first, on digital channels its transparency note is shown once at the start of the AI-agent session with the first AI-generated response[^68]. See also [Setting up WhatsApp as a Webex Contact Center channel](https://warmtransfer.net/knowledge/wxcc-whatsapp-channel-setup). ## What changes by situation - Which entry points will launch Messages for Business conversations? Website button and Messages URL only (also usable in email and app buttons); Website button and URL plus Apple Maps place cards; Website button and URL plus Message Suggest on business phone numbers; Website button and URL with Apple Maps and Message Suggest. - Does the inbound flow use interactive list pickers before routing to an agent? Plain text with rich links then route straight to the queue; List picker so the customer chooses a topic before routing. ## Step 1: Confirm the Webex Contact Center digital prerequisites ### Do Confirm that the tenant's digital channels are in place, because Apple Messages for Business is configured through Webex Connect and its flows are built in Webex Connect[^66]. Before setting up digital channels, set the Webex CC Task and Webex CC Engage nodes to the Authorized state in Webex Connect[^69]. The digital channels article orders agent setup as: create multimedia profiles covering the digital media types, create a site tagged with the profile, create a team in that site, create users as agents associated with team, site and profile, and configure the RONA timeout in Control Hub[^70]. ### Verify Open Contact Center Tenant Settings > Digital in Control Hub and confirm that it shows and launches Webex Engage and Webex Connect[^67]. Linking the Apple account later needs an active Webex Connect account[^16]. Suggested check: sign in to the linked messaging tenant with the administrator account you will use for the rest of this guide. ## Step 2: Create an internal test account in Apple Business Register and choose Webex Connect as the MSP ### Do Sign in to Apple Business Register with a business Apple Account or Managed Apple Account that uses a corporate email[^9]. Create the organisation profile, choose "Internal test account" as the Account Type, and then pick the MSP[^28]. Select Webex Connect as the messaging service provider[^2]. The account starts in test mode[^28]. ### Verify Apple Business Register shows the account as an internal test account with Webex Connect as its MSP, and the account is in test mode[^28][^2]. ## Step 3: Add test Apple Accounts and link the account to Webex Connect ### Do Click "+ Add Apple Accounts", enter each tester's Apple Account ID, then click Submit[^3]. Open the account in Apple Business Register, click "Test your Messaging Service Provider connection" and finish the linking process on the MSP's platform[^59]. ### Verify In Webex Connect, an Apple Messages for Business application appears under Apps, created automatically when Webex Connect was selected as the MSP[^17]. Apple's FAQ says a tester added after account creation should wait up to 24 hours and should confirm that their Apple Account appears in the approved testers list[^60]. ## Step 4: Register the Apple Messages for Business app to Webex Engage in Webex Connect ### Do In Webex Connect go to Assets > Apps, choose Apple Messages for Business as the App Type and select the channel[^51]. On the Manage App page click Register to Webex Engage, choose the Webex Connect service that will hold the AMB flows, and click Register[^51]. We infer that, until Cisco announces Control Hub asset management for AMB, the AMB asset is most likely still created and managed in Webex Connect rather than Control Hub, and that administrators should expect this to change soon[^4]. Optionally, set default rich-link preview images for up to 25 domains, using.jpeg,.jpg or.png images of at most 5 MB and at least 50 pixels high and wide, and enter each domain without an http or https prefix[^53]. Apple Pay is optional and needs an Apple Developer account with an Apple Pay merchant account, a merchant ID and a PEM certificate, entered on the Manage App page with the Payment toggle along with supported networks and a payment gateway URL[^10]. Authentication is optional: the OAuth authorization endpoint, token endpoint and client ID go into Apple Business Register, and the OAuth client secret goes into the Webex Connect Manage App section[^12]. To receive incoming customer messages and events, configure Outbound Webhooks by selecting the AMB app in the entity dropdown[^44]. ### Verify The page shows "Asset registered successfully."[^51]. ## Step 5: Give the agents who will take Apple messages social-channel capacity ### Do Go to Control Hub > Services > Contact Center > Desktop experience > Multimedia profiles[^39]. Make sure the profile that applies to these agents allows social contacts: a Blended profile allows 0 to 5 simultaneous social contacts, and Blended Real-time allows 0 to 10[^40]. ### Verify Check the effective profile for each agent, remembering that profiles are assigned at site, team and agent level and that an agent's own assignment overrides the team's, which overrides the site's[^39]. ### Rollback Suggested rollback: reassign the profile that applied before, at the same level where you changed it. ## Step 6: Create a social-channel queue ### Do In Control Hub go to Services > Contact Center > Customer experience > Queues > Create queue and choose the channel type Social channel[^47]. Choose non-skill-based routing, which distributes contacts to groups of teams or agents with priority and delay, or skill-based routing, with skills assigned to the queue or set in flows[^46]. The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type[^71]. ### Verify Queues are configured in Webex Contact Center and then mapped to the Webex Connect tenant, where the Queue Task node picks them from a dropdown[^72]. Suggested check: confirm the new queue is listed with the social channel type and that its distribution groups contain the agents prepared in step 5. ## Step 7: Create the Apple Messages for Business entry point ### Do In Control Hub go to Services > Contact Center > Customer Experience > Channels > Create, and choose Channel Type Social and Social Channel Type "Apple Business Chat"[^21]. WarmTransfer's reading of the sources is that the form's older name "Apple Business Chat" and the documentation's "Apple Messages for Business" refer to the same channel, so look for "Apple Business Chat" in the Social Channel Type list[^41]. In Asset Name, select the asset configured for the channel in Webex Connect[^20]. The limit is 6,000 active entry points[^73]. ### Verify The Asset Name field applies to the Social channel type and lists the asset configured for the channel in Webex Connect[^20]. Suggested check: if the asset registered in step 4 is missing from the dropdown, return to step 4 before continuing. ## Step 8: Import and wire the inbound flow in Webex Connect ### Do The Webex Connect help page "Flow Configuration using Sample Templates - WXCC" lists sample templates for Facebook Messenger, email, live chat, SMS and task events, but none for Apple Messages for Business[^55]. Take the template instead from Cisco's v3.5 Webex Connect flow templates on GitHub, whose Apple Messages for Business folder under Media Specific Workflows holds an "Apple Messages For Business Inbound Flow" triggered for every inbound customer message on the integrated Apple business account[^25]. In the service chosen in step 4, open the Flows tab, click Create Flow, name it, choose "Upload a flow", choose the file and click Create, then save the flow before going further[^22]. Open each prebuilt Webex Contact Center node and choose "Add New Authorization" in the Node Runtime Authorization dropdown, leaving the method names unchanged[^23]. Open the Start node, choose Apple Messages for Business as the trigger category, choose the Incoming Message event, select the AMB asset and save[^57][^56]. Update the flow variables in the settings section with the correct asset details, noting that the README names no specific variables for AMB[^24]. Import and configure 1 flow instance for each channel asset[^43]. ### Verify Every prebuilt Webex Contact Center node has an authorization from "Add New Authorization"[^23]. Suggested check: reopen the start node and confirm it shows the incoming message event and the asset you registered. ### Rollback Suggested rollback: the flow is saved but not yet published, so leave it unpublished or delete it from the service. ## Step 9: Design the conversation before the handoff to an agent **Plain text with rich links then route straight to the queue** ### Do Add an Apple Messages for Business node that sends a Text welcome message, using Destination Type "User ID" for ordinary messages[^6][^5]. Send any link as a Rich Link with a website URL, a title of at most 128 characters, and an image URL with a selected MIME type[^52]. The Experience Review's rich content guidance asks for Rich Links rather than bare URLs[^64]. Cisco's Webex Connect documentation for the Contact Center Enterprise AMB flows says Apple does not give the customer name to MSPs such as Webex Connect, so the business has to collect it with a form[^42]. We infer that a Webex Contact Center AMB flow probably faces the same gap, so add a form message or prompt if agents should see a name[^19]. ### Verify The AMB node takes its onSuccess outcome, not onError or onPolicyFail[^7]. Suggested check: a tester receives the welcome text and sees each link as a preview card rather than a bare address. ### Rollback Suggested rollback: remove the added nodes and save the flow again. **List picker so the customer chooses a topic before routing** ### Do Add an Apple Messages for Business node that sends a List Picker[^6]. Configure its 3 parts: the message bubble preview (style, title, subtitle), the list configuration (section titles, item style, items, and an option to allow multiple selection across sections), and the reply message configuration[^31]. A list picker can have at most 20 sections and at most 20 items per section[^32], and images inside it are limited to 64 KB[^11]. Give each item a proper thumbnail and introductory text, as the Experience Review's rich content guidance asks[^64]. Handle the customer's choice with the Start node event for the List Picker Or Time Picker interactive message response[^56]. Map each choice to a queue, or, with skill-based routing in the Queue Task node, to a Skill, a Skill Condition and a Skill Value[^50]. Cisco's Webex Connect documentation for the Contact Center Enterprise AMB flows says Apple does not give the customer name to MSPs such as Webex Connect, so the business has to collect it with a form[^42]. We infer that a Webex Contact Center AMB flow probably faces the same gap, so add a form message or prompt if agents should see a name[^19]. ### Verify The AMB node takes its onSuccess outcome, not onError or onPolicyFail[^7]. Suggested check: on a tester's device the list opens, a selection comes back as a reply, and the flow follows the branch for that choice. ### Rollback Suggested rollback: remove the list picker nodes so the flow sends plain text before routing, and save the flow again. ## Step 10: Configure the Queue Task node and publish the flow ### Do In the Queue Task node, use the Social media type for Apple Messages for Business[^48]. Pick the queue from step 6, or the queue for each choice in step 9, from the dropdown[^72]. A queue must be selected in the Queue Task node before the flow is made live[^49]. Publish the flow once the changes are complete[^22]. ### Verify The Queue Task node outputs taskId and agentId, and its outcomes include Queued, taskFailed, onTimeout, onError and onInvalidData[^74]. Suggested check: send a test message in step 11 and confirm the contact takes the queued outcome. ### Rollback Suggested rollback: keep the customer-facing entry points unpublished until the flow behaves as expected, so customers cannot reach it. ## Step 11: Test end to end with the internal test account ### Do From a tester's Apple device, open a conversation with the URL https://bcrw.apple.com/urn:biz:[^37]. Test what the Experience Review expects: automation (automated agent disclosure, a welcome message within 5 seconds, typing indicators), live agent escalation with handoff notices, out-of-hours handling, rich content, and every entry point on real iOS and macOS devices[^65]. Apple's launch guidance says testing can begin with automated agents only, but live agents are needed to test escalation scenarios[^58]. ### Verify Webex Connect messages the customer by abcId, the opaque ID unique to the relationship between the customer's Apple ID and the business ID, which arrives when the customer first makes contact[^1]. Apple's FAQ says the business never sees the customer's phone number unless the customer chooses to share it[^45]. If a tester cannot start a conversation, confirm their Apple Account appears in the approved testers list, and allow up to 24 hours for a tester added after account creation[^60]. Suggested check: confirm the contact is offered to an agent who has social capacity. ## Step 12: Pass Apple's Experience Review and convert to a commercial account ### Do Prepare the commercial account assets listed in Before you start[^14]. The MSP submits the Experience Review on the business's behalf, as a screen recording captured on an iPhone that shows the end-to-end user experience[^63]. After the Experience Review is approved, configure the commercial account, after which Apple reviews the business details, which Apple says typically takes 1 to 3 business days[^15]. ### Verify Once the Experience Review is approved, Apple changes the account status to commercial in Apple Business Register, and the business can update branding and move to go-live[^62]. ## Step 13: Go live and publish your entry points **Website button and Messages URL only (also usable in email and app buttons)** ### Do On go-live day, activate the account with the Go Live button in Apple Business Register; Apple approves it and entry points are activated[^26]. Add a website button linking to https://bcrw.apple.com/urn:biz:, a URL that can also be used in email or as an app button action[^37]. Label it with one of the 4 approved call-to-action labels ("Message Us", "Contact an Agent", "Ask a Question", "Get Help") or use the icon-only variant[^61]. Optionally add biz-intent-id to identify the purpose or entry point, biz-group-id to route to a team within the MSP platform, or body to pre-fill the customer's message[^38]. ### Verify Suggested check: from a tester's device, tapping the website button opens a conversation with your business that reaches the queue. ### Rollback Suggested rollback: remove the button from your website. **Website button and URL plus Apple Maps place cards** ### Do On go-live day, activate the account with the Go Live button in Apple Business Register; Apple approves it and entry points are activated[^26]. Add a website button linking to https://bcrw.apple.com/urn:biz:[^37], labelled with one of the 4 approved labels or the icon-only variant[^61], optionally with the biz-intent-id, biz-group-id or body parameters[^38]. Apple's launch guidance says Messages buttons on Apple Maps place cards are available when a brand has 2 or more public locations[^34]. After the account is approved, add an Apple Maps Enabled Region[^33]. ### Verify Suggested check: from a tester's device, the website button and your map place card each open a conversation that reaches the queue. ### Rollback Suggested rollback: remove the button from your website. **Website button and URL plus Message Suggest on business phone numbers** ### Do On go-live day, activate the account with the Go Live button in Apple Business Register; Apple approves it and entry points are activated[^26]. Add a website button linking to https://bcrw.apple.com/urn:biz:[^37], labelled with one of the 4 approved labels or the icon-only variant[^61], optionally with the biz-intent-id, biz-group-id or body parameters[^38]. Message Suggest offers customers a message option when they tap a registered business phone number, and to set it up the business submits its high-volume phone numbers and business hours to business-register@apple.com[^36]. Coordinate Message Suggest with Apple for your go-live date and time[^35]. ### Verify Suggested check: from a tester's device, the website button opens a conversation that reaches the queue, and tapping one of your registered numbers offers a message option that also reaches the queue. ### Rollback Suggested rollback: remove the button from your website. **Website button and URL with Apple Maps and Message Suggest** ### Do On go-live day, activate the account with the Go Live button in Apple Business Register; Apple approves it and entry points are activated[^26]. Add a website button linking to https://bcrw.apple.com/urn:biz:[^37], labelled with one of the 4 approved labels or the icon-only variant[^61]. Apple's launch guidance says Messages buttons on Apple Maps place cards are available when a brand has 2 or more public locations[^34], and an Apple Maps Enabled Region is added after the account is approved[^33]. Submit your high-volume phone numbers and business hours to business-register@apple.com for Message Suggest[^36], and coordinate its activation with Apple for your go-live date and time[^35]. Use biz-intent-id, which identifies the purpose or entry point, to tell your URL-based entry points apart[^38]. ### Verify The Experience Review expects every entry point to be tested on real iOS and macOS devices[^65]. Suggested check: from a tester's device, confirm the website button, the map place card and a registered phone number each open a conversation that reaches the queue. ### Rollback Suggested rollback: remove the button from your website. ## Step 14: Keep the account active after launch ### Do Expect the performance review that is scheduled 30 days after go-live[^26]. Keep the channel in use, because Webex Connect warns that Apple may schedule for deactivation any commercial Apple Messages for Business account that has had no activity in the past 3 months[^27]. ### Verify Suggested check: review the account status in the business registration portal periodically and confirm it is still commercial and active. ## Applicability Applies to: Cisco Webex Connect, Cisco Webex Contact Center, Apple Messages for Business, and Cisco Webex AI Agent (Webex Contact Center). Deployments: multi-tenant. Sources checked 2026-10-02. The inbound flow template and the requirement to select a queue in the Queue Task node come from Cisco's v3.5 Webex Connect flow templates on GitHub[^25][^49]. The statement that Apple does not pass the customer name comes from Cisco's Contact Center Enterprise AMB flow documentation, not a Webex Contact Center page[^42]. ## What remains uncertain How to enable entry points other than the website button and URL, Maps place cards and Message Suggest is not covered by the sources below. Which entry points work while the account is still in test mode is not covered by the sources below. How a Webex Contact Center customer asks Cisco, as its messaging service provider, to submit the Experience Review is not covered by the sources below. Whether the Experience Review requires every rich message type or only that the types used are well formed is not covered by the sources below. How agents see list picker answers and other rich messages in Agent Desktop is not covered by the sources below. How to withdraw or delete a Messages for Business account, unlink it, deregister the asset, delete the queue or entry point, unpublish a Webex Connect flow, or withdraw Maps or Message Suggest after go-live is not covered by the sources below. Cisco's README names no specific flow variables for AMB, so confirm the variable names in the template file itself[^24]. We infer that AMB asset management may move to Control Hub soon, so check whether it has before following step 4[^4]. ## Sources [^1]: Webex Connect messages a customer by abcId, the opaque ID unique to the relationship between the customer's Apple ID and the business ID. It arrives when the customer first makes contact. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Using the Channel > User Identity. Checked 2026-10-02. [^2]: To use Apple Messages for Business with Webex Contact Center, the business registers on Apple Business Register to create a Messages for Business account and selects Webex Connect as its messaging service provider. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), section: Apple Messages for Business. Checked 2026-10-02. [^3]: Testers are added to the internal test account in Apple Business Register with '+ Add Apple Accounts', entering each tester's Apple Account ID and then clicking Submit. Source: [Apple Messages for Business: Register your account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct), Step 3 Add Test Apple Accounts. Checked 2026-10-02. [^4]: Until Cisco announces Control Hub asset management for AMB, the AMB asset is most likely still created and managed in Webex Connect, not in Control Hub, and administrators should expect this to change soon (inferred). Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), section: Overall setup sequence, step 3 (create channel assets). Checked 2026-10-02. [^5]: In the AMB node the Destination Type is 'User ID' (the AMB user ID) for ordinary messages and 'msisdn' (an E.164 mobile number) for Invitation Messages. Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: Destination settings. Checked 2026-10-02. [^6]: The Webex Connect Apple Messages for Business node can send Invitation Message, Text, Text with Attachments, Quick Replies, Rich Link, List Picker, Time Picker, Form Message, Payment, Classical Authentication (deprecated), iMessage App and New Authentication Message. Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: Message Types. Checked 2026-10-02. [^7]: The AMB node has a success outcome (onSuccess) and failure outcomes (onError and onPolicyFail). Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: Node Outcomes. Checked 2026-10-02. [^8]: As of the access date, the administrators' What's New page records Control Hub asset management for WhatsApp, Facebook Messenger (2026-09-17), custom SMTP email and Chat app assets (2026-09-03), but no entry for Apple Messages for Business. Source: [What's new for Webex Contact Center administrators](https://help.webex.com/en-us/article/a1gx3h/What's-new-for-Webex-Contact-Center-administrators), entries dated 2026-09-03 and 2026-09-17. Checked 2026-10-02. [^9]: Registering a Messages for Business account requires a business Apple Account or Managed Apple Account using a corporate email, an MSP already chosen from Apple's approved list, and technical contact details. Source: [Apple Messages for Business: Register your account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct), section: Prerequisites. Checked 2026-10-02. [^10]: Apple Pay in AMB is optional. It needs an Apple Developer account with an Apple Pay merchant account, a merchant ID and a PEM certificate. These are entered in Webex Connect's Manage App page with the Payment toggle, along with supported networks and a payment gateway URL. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Apple Payment Configuration (Optional). Checked 2026-10-02. [^11]: AMB attachments are limited to 100 MB, and images inside interactive content such as list pickers and time pickers are limited to 64 KB. Source: [Apple Messages for Business FAQs](https://developers.webexconnect.io/reference/faqs-apple-messages-for-business), FAQ on attachment limits. Checked 2026-10-02. [^12]: AMB authentication is optional. The OAuth authorization endpoint, token endpoint and client ID go into Apple Business Register, and the OAuth client secret goes into the Webex Connect Manage App section. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Apple Authentication Configuration (Optional) > Prerequisites. Checked 2026-10-02. [^13]: The Webex Connect AMB channel for Webex Contact Center supports these message types: text, attachments, rich links, list pickers, time pickers, text with attachment, form messages, iMessage apps, agent typing indicators, payment messages, new authentication messages and quick replies. Classical authentication is deprecated. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Using the Channel > Message Types Supported. Checked 2026-10-02. [^14]: Before the Experience Review, Apple asks the business to prepare a business name, a square logo (at least 1024x1024 px, at most 2 MB), a wide logo, customer service hours, an estimated response time and an account type (online-only, single location or multiple locations). Source: [Apple Messages for Business: Register your account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct), Step 5 Prepare Commercial Account Assets. Checked 2026-10-02. [^15]: The commercial account is configured after the Experience Review is approved. Apple then reviews the business details, which Apple says typically takes 1 to 3 business days. Source: [Apple Messages for Business: Register your account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct), Step 6 Configure Commercial Account. Checked 2026-10-02. [^16]: Linking the Apple account to Webex Connect needs an active Webex Connect account. Without one, the business registers for a free trial, and the Webex Connect page says approval takes about 2 hours on a business day. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Registering on Apple Messages for Business Register. Checked 2026-10-02. [^17]: When a business registers on Apple Business Register and selects Webex Connect as its messaging service provider, an Apple Messages for Business application is created automatically in Webex Connect, under Apps. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Create an Apple Messages for Business Application. Checked 2026-10-02. [^18]: The Webex Connect AMB FAQ says customers must contact the business first through one of the entry points. Source: [Apple Messages for Business FAQs](https://developers.webexconnect.io/reference/faqs-apple-messages-for-business), FAQ on business-initiated messaging. Checked 2026-10-02. [^19]: Because the missing customer name comes from Apple and not from the contact center, a Webex Contact Center AMB flow probably faces the same gap. A form message or prompt is needed if agents should see a name (inferred). Source: [Flow Configurations - CCE](https://help.webexconnect.io/docs/cce-flow-configurations), AMB flows section, customer name note (applied to WxCC by inference). Checked 2026-10-02. [^20]: The entry point's Asset Name field applies only to Chat, Email and Social channel types. It selects the asset configured for the channel in Webex Connect. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Create a channel procedure: Asset Name field. Checked 2026-10-02. [^21]: An Apple Messages for Business entry point is created in Control Hub under Services > Contact Center > Customer Experience > Channels > Create, with Channel Type Social and Social Channel Type 'Apple Business Chat'. Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Create a channel procedure: Channel Type, Social Channel Type. Checked 2026-10-02. [^22]: To import a template, open the service's Flows tab, click Create Flow, name it, choose 'Upload a flow' as the method, choose the file and click Create. Save the flow before going further, and publish it once changes are complete. Source: [Flow Configuration using Sample Templates](https://help.webexconnect.io/docs/wxcc-flow-configuration-using-sample-templates), section: Import Process; Key Configuration Requirements. Checked 2026-10-02. [^23]: After import, each prebuilt Webex Contact Center node is opened and authorised by choosing 'Add New Authorization' in the Node Runtime Authorization dropdown. The method names must be left unchanged. Source: [Flow Configuration using Sample Templates](https://help.webexconnect.io/docs/wxcc-flow-configuration-using-sample-templates), section: Key Configuration Requirements. Checked 2026-10-02. [^24]: In the media-specific templates, flow variables must be updated in the settings section with the correct asset details before the flow is made live. For AMB the README names no specific variables. Source: [webexcc-digital-channels v3.5 Template / Media Specific Workflows (folder and README.md)](https://github.com/CiscoDevNet/webexcc-digital-channels/tree/main/Webex%20Connect%20Flows/v3.5/Template/Media%20Specific%20Workflows), README.md, general configuration notes. Checked 2026-10-02. [^25]: Cisco's v3.5 Webex Connect flow templates on GitHub include an Apple Messages for Business folder under Media Specific Workflows. Its README describes an 'Apple Messages For Business Inbound Flow' that is triggered for every inbound customer message on the integrated Apple business account. Source: [webexcc-digital-channels v3.5 Template / Media Specific Workflows (folder and README.md)](https://github.com/CiscoDevNet/webexcc-digital-channels/tree/main/Webex%20Connect%20Flows/v3.5/Template/Media%20Specific%20Workflows), folder 'Apple Messages for Business'; README.md AMB section. Checked 2026-10-02. [^26]: On go-live day the brand activates its account with the Go Live button in Apple Business Register. Apple approves it, entry points are activated, and a performance review is scheduled after 30 days. Source: [Apple Messages for Business: Launching your brands](https://register.apple.com/resources/messages/msp-onboarding/launch), section: launching your brand / go-live. Checked 2026-10-02. [^27]: Webex Connect warns that Apple may schedule for deactivation any commercial Apple Messages for Business account that has had no activity in the past three months. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Create an Apple Messages for Business Application (note). Checked 2026-10-02. [^28]: In Apple Business Register the business creates its organisation profile, chooses 'Internal test account' as the Account Type and then picks its MSP. The account starts in test mode. Source: [Apple Messages for Business: Register your account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct), Step 1 Create Your Organization Profile; Step 2 Select Your Messaging Service Provider. Checked 2026-10-02. [^29]: The AMB node's Invitation Message type, which targets a mobile number, sits uneasily with the FAQ's rule that customers make first contact. Invitations are probably a newer, separately governed Apple capability, and a reader should not assume they are open for ordinary outbound messaging (inferred). Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: Message Types (Invitation Message) and Destination settings. Checked 2026-10-02. [^30]: Apple's launch path has six steps: select an MSP, plan, register an internal test account and connect the MSP, design and build, test all flows (automation, triage, live agent escalation, out-of-hours), and pass the Experience Review, after which the test account becomes commercial. Source: [Apple Messages for Business: Messages for Business accounts](https://register.apple.com/resources/messages/messaging-documentation/), Getting started steps 1-6. Checked 2026-10-02. [^31]: List picker setup in the AMB node has three parts: a message bubble preview (style, title, subtitle), a list configuration (section titles, item style, items, and an option to allow multiple selection across sections), and a reply message configuration. Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: List Picker. Checked 2026-10-02. [^32]: A list picker message sent from the Webex Connect AMB node can have at most 20 sections and at most 20 items per section. Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: List Picker / limits. Checked 2026-10-02. [^33]: Maps entry points need an Apple Maps Enabled Region to be added after the account is approved. Source: [Apple Messages for Business: Launching your brands](https://register.apple.com/resources/messages/msp-onboarding/launch), section: Entry points (approval-required). Checked 2026-10-02. [^34]: Apple's launch guidance says Messages buttons on Apple Maps place cards are available when a brand has two or more public locations. Source: [Apple Messages for Business: Launching your brands](https://register.apple.com/resources/messages/msp-onboarding/launch), section: Entry points > Apple Maps place cards. Checked 2026-10-02. [^35]: Apple's launch guidance says Message Suggest is coordinated with Apple for the brand's go-live date and time. Source: [Apple Messages for Business: Launching your brands](https://register.apple.com/resources/messages/msp-onboarding/launch), section: Entry points (approval-required) > Message Suggest. Checked 2026-10-02. [^36]: Message Suggest offers customers a message option when they tap a registered business phone number. To set it up, the business submits its high-volume phone numbers and business hours to business-register@apple.com. Source: [Apple Messages for Business: Message with your customer](https://register.apple.com/resources/messages/messaging-documentation/message-with-customers), section: Message Suggest. Checked 2026-10-02. [^37]: A Messages for Business conversation can be opened with the URL https://bcrw.apple.com/urn:biz:. It can be used as a website button link, in email, or as an app button action. Source: [Apple Messages for Business: Message with your customer](https://register.apple.com/resources/messages/messaging-documentation/message-with-customers), section: Messages URL Format. Checked 2026-10-02. [^38]: The Messages URL takes optional parameters: biz-intent-id identifies the purpose or entry point, biz-group-id routes to a team within the MSP platform, and body pre-fills the customer's message. Source: [Apple Messages for Business: Message with your customer](https://register.apple.com/resources/messages/messaging-documentation/message-with-customers), section: URL Parameters (table). Checked 2026-10-02. [^39]: Multimedia profiles are assigned at site, team and agent level. An agent's own assignment overrides the team's, which overrides the site's. The path is Control Hub > Services > Contact Center > Desktop experience > Multimedia profiles. Source: [Create and manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Create-and-manage-multimedia-profiles), sections: assignment; navigation. Checked 2026-10-02. [^40]: A multimedia profile covers voice, chat, email and social. A Blended profile allows 0 to 5 simultaneous social contacts, and Blended Real-time allows 0 to 10. Source: [Create and manage multimedia profiles](https://help.webex.com/en-us/article/nje7dhdb/Create-and-manage-multimedia-profiles), sections: media types; Blended / Blended Real-time. Checked 2026-10-02. [^41]: Control Hub's entry point form still uses the older name 'Apple Business Chat', while Cisco and Apple documentation say 'Apple Messages for Business'. Both refer to the same channel, so administrators should look for 'Apple Business Chat' in the Social Channel Type list (inferred). Source: [Set up a channel](https://help.webex.com/en-us/article/ewuay1/Set-up-a-channel), Social Channel Type options. Checked 2026-10-02. [^42]: Cisco's Webex Connect documentation for the Contact Center Enterprise AMB flows says Apple does not give the customer name to MSPs such as Webex Connect, so the business has to collect it with a form. Source: [Flow Configurations - CCE](https://help.webexconnect.io/docs/cce-flow-configurations), AMB flows section, customer name note. Checked 2026-10-02. [^43]: Cisco's flow template README says one flow instance must be imported and configured for each channel asset. Source: [webexcc-digital-channels: Webex Connect Flows README](https://github.com/CiscoDevNet/webexcc-digital-channels/tree/main/Webex%20Connect%20Flows), Webex Connect Flows/README.md, Media Specific Workflows. Checked 2026-10-02. [^44]: After registration, Outbound Webhooks can be configured by selecting the AMB app in the entity dropdown, so that the business receives incoming customer messages and events. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Webhooks. Checked 2026-10-02. [^45]: Apple's FAQ says the business never sees the customer's phone number unless the customer chooses to share it. Source: [Apple Messages for Business: FAQ](https://register.apple.com/resources/messages/messaging-documentation/faq), FAQ: Does Apple Messages for Business use a phone number?. Checked 2026-10-02. [^46]: A queue is either non-skill-based (contacts distributed to groups of teams or agents with priority and delay) or skill-based (skills assigned to the queue or set in flows). Source: [Create queues](https://help.webex.com/en-us/article/ubg5qd/Create-queues), Create queue procedure: Queue routing type; Call distribution. Checked 2026-10-02. [^47]: A queue for AMB contacts is created in Control Hub under Services > Contact Center > Customer experience > Queues > Create queue, with the channel type Social channel. Source: [Create queues](https://help.webex.com/en-us/article/ubg5qd/Create-queues), Create queue procedure: Channel type. Checked 2026-10-02. [^48]: The Webex Connect Queue Task node queues a contact in Webex Contact Center and supports Apple Messages for Business, which falls under the Social media type together with SMS, Facebook Messenger and WhatsApp. Source: [Queue Task - WXCC](https://help.webexconnect.io/docs/wxcc-queue-task), sections: Supported Channels; Media Type Mapping. Checked 2026-10-02. [^49]: Every inbound channel flow needs a Queue Task node, which submits the contact to the Webex Contact Center routing engine. A queue must be selected in it before the flow is made live. Source: [webexcc-digital-channels: Webex Connect Flows README](https://github.com/CiscoDevNet/webexcc-digital-channels/tree/main/Webex%20Connect%20Flows), Webex Connect Flows/README.md, Queue Task node section. Checked 2026-10-02. [^50]: When skill-based routing is selected in the Queue Task node, it needs a Skill, a Skill Condition and a Skill Value. Skill relaxation rules are available. Source: [Queue Task - WXCC](https://help.webexconnect.io/docs/wxcc-queue-task), section: Skill-Based Routing. Checked 2026-10-02. [^51]: To register the AMB app for contact center use, go to Assets > Apps in Webex Connect, choose Apple Messages for Business as the App Type and select the channel. On the Manage App page click Register to Webex Engage, choose the Webex Connect service and click Register. The page then shows 'Asset registered successfully.'. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Registering on Webex Engage, steps 1-6. Checked 2026-10-02. [^52]: A rich link in the AMB node takes a website URL, a title of at most 128 characters, and an image URL with a selected MIME type. A video URL is optional, and the node can send a typing indicator before the message. Source: [Apple Messages for Business Node](https://help.webexconnect.io/docs/apple-messages-for-business), section: Rich Link. Checked 2026-10-02. [^53]: An AMB asset can set default rich-link preview images for up to 25 domains. Images must be .jpeg, .jpg or .png, at most 5 MB and at least 50 pixels high and wide. Enter the domain without an http or https prefix. Source: [Apple Messages for Business - WXCC](https://help.webexconnect.io/docs/wxcc-apple-messages-for-business), section: Rich Link Previews for Domains (Optional). Checked 2026-10-02. [^54]: Cisco's digital channels article lists List Picker, Time Picker, Forms and Rich Links (videos and images) as supported AMB rich message types in Webex Contact Center. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), section: Apple Messages for Business, supported rich message types. Checked 2026-10-02. [^55]: The Webex Connect help page 'Flow Configuration using Sample Templates - WXCC' lists sample templates for Facebook Messenger, email, live chat, SMS and task events, but none for Apple Messages for Business. Source: [Flow Configuration using Sample Templates](https://help.webexconnect.io/docs/wxcc-flow-configuration-using-sample-templates), template list. Checked 2026-10-02. [^56]: The Webex Connect Start node offers these Apple Messages for Business trigger events: Incoming Message, Conversation Closed, Typing Indicator, and Interactive Message responses for Invitation, Classical Authentication, Form, iMessage App, List Picker Or Time Picker, New Authentication, Payment and Quick Replies. Source: [Start Node](https://help.webexconnect.io/docs/start-node), section: Apple Messages for Business events. Checked 2026-10-02. [^57]: To trigger a flow from AMB, open the Start node, choose Apple Messages for Business as the trigger category, choose the event, select the AMB asset, optionally add trigger conditions, and save. Source: [Start Node](https://help.webexconnect.io/docs/start-node), section: Apple Messages for Business trigger configuration steps. Checked 2026-10-02. [^58]: Apple's launch guidance says testing can begin with automated agents only, but live agents are needed to test escalation scenarios. Source: [Apple Messages for Business: Launching your brands](https://register.apple.com/resources/messages/msp-onboarding/launch), section: Brand Experience Review / testing. Checked 2026-10-02. [^59]: After the testers are added, the business opens its account in Apple Business Register, clicks 'Test your Messaging Service Provider connection' and finishes the linking process on the MSP's platform. Source: [Apple Messages for Business: Register your account](https://register.apple.com/resources/messages/messaging-documentation/register-your-acct), Step 4 Verify MSP Connection. Checked 2026-10-02. [^60]: Apple's FAQ says a tester added after account creation should wait up to 24 hours, and should confirm that their Apple Account appears in the approved testers list. Source: [Apple Messages for Business: FAQ](https://register.apple.com/resources/messages/messaging-documentation/faq), FAQ: Verify tester status in Apple Business Register. Checked 2026-10-02. [^61]: Apple approves four call-to-action labels for website Messages buttons ('Message Us', 'Contact an Agent', 'Ask a Question', 'Get Help') plus an icon-only variant. Source: [Apple Messages for Business: Message with your customer](https://register.apple.com/resources/messages/messaging-documentation/message-with-customers), section: Website Button. Checked 2026-10-02. [^62]: Once the Experience Review is approved, Apple changes the account status to commercial in Apple Business Register, and the business can update branding and move to go-live. Source: [Apple Messages for Business: Experience Review](https://register.apple.com/resources/messages/messaging-documentation/xp-review), section: Post-Approval Process. Checked 2026-10-02. [^63]: The MSP submits the Experience Review on the business's behalf. The submission is a screen recording captured on an iPhone that shows the end-to-end user experience. Source: [Apple Messages for Business: Experience Review](https://register.apple.com/resources/messages/messaging-documentation/xp-review), sections: What Must Be Submitted; Who Submits. Checked 2026-10-02. [^64]: The Experience Review's rich content guidance asks for Rich Links rather than bare URLs, and for List Pickers, Quick Replies and Form Messages that have proper thumbnails and introductory text. Source: [Apple Messages for Business: Experience Review](https://register.apple.com/resources/messages/messaging-documentation/xp-review), section: Required Testing Scenarios > Rich content. Checked 2026-10-02. [^65]: The Experience Review expects to see automation (automated agent disclosure, a welcome message within 5 seconds, typing indicators), live agent escalation with handoff notices, out-of-hours handling, rich content, and testing of every entry point on real iOS and macOS devices. Source: [Apple Messages for Business: Experience Review](https://register.apple.com/resources/messages/messaging-documentation/xp-review), section: Required Testing Scenarios. Checked 2026-10-02. [^66]: Digital channels for Webex Contact Center (Facebook Messenger, live chat, email, SMS, Apple Messages for Business, WhatsApp) are configured through Webex Connect, and their flows are built in Webex Connect rather than in Flow Designer. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), overview and setup steps (final step 'Create flows in Webex Connect'). Checked 2026-09-30. [^67]: After the contact center is provisioned, Control Hub's Contact Center Tenant Settings > Digital page shows Webex Engage and Webex Connect and launches them. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), Provision digital channels, step 1. Checked 2026-10-02. [^68]: On digital channels, the Webex AI Agent transparency note is shown once at the start of the AI-agent session with the first AI-generated response. Source: [Webex AI Agent Studio Administration guide](https://help.webex.com/en-us/article/ncs9r37/Webex-AI-Agent-Studio-Administration-guide), section 'Update autonomous AI agent profile', AI transparency settings. Checked 2026-09-30. [^69]: Before setting up digital channels, set the Webex CC Task and Webex CC Engage nodes to the Authorized state in Webex Connect. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), Provision digital channels, step 2 (node authorization). Checked 2026-10-02. [^70]: The digital channels article orders agent setup as: create multimedia profiles covering the digital media types, create a site tagged with the profile, create a team in that site, create users as agents associated with team, site and profile, and configure the RONA timeout in Control Hub. Source: [Set up digital channels in Webex Contact Center](https://help.webex.com/en-us/article/n954r0k/Set-up-digital-channels-in-Webex-Contact-Center), Provision digital channels, step 3. Checked 2026-10-02. [^71]: The queue limits are 500 for the skill-based routing type and 10,500 for the team-based routing type. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, queue rows 'Skill-based routing type' and 'Team-based routing type'. Checked 2026-09-30. [^72]: In the Queue Task node the administrator picks the queue from a dropdown. Queues are configured in Webex Contact Center and then mapped to the Webex Connect tenant. Source: [Flow Configuration using Sample Templates](https://help.webexconnect.io/docs/wxcc-flow-configuration-using-sample-templates), Queue Task configuration. Checked 2026-10-02. [^73]: The limits are 6,000 active entry points and 1,000 outdial entry points. Source: [System limits in Webex Contact Center](https://help.webex.com/en-us/article/n7s6ed7/System-limits-in-Webex-Contact-Center), limits table, entry point rows. Checked 2026-09-30. [^74]: The Queue Task node outputs taskId and agentId. Its outcomes include Queued, taskFailed, onTimeout, onError and onInvalidData. Source: [Queue Task - WXCC](https://help.webexconnect.io/docs/wxcc-queue-task), Output variables; node outcomes. Checked 2026-10-02.