Use the dedicated messaging view
Read the conversation list, search a customer and open the thread in the iMessage workspace. The familiar layout makes everyday replies easy to follow.
MESSAGE IMESSAGE
Blue bubbles.A whole team behind them.
Give customers a familiar way to stay in touch. Handle iMessage conversations in a dedicated messaging view or open the same thread in your shared Inbox, with your team and customer context nearby.
iMessage is a separate product. Line activation, allowances and messaging policies apply.Familiar conversationsShared business accessOpen the same thread in Inbox
01 / The conversation01 02 03
Keep talking after they leave the website.
A customer looking at a desk today might ask about a showroom visit tomorrow. Their next message should continue the discussion, wherever the team is working.
Move into the shared Inbox
Open the same conversation in Inbox when you need the wider customer record. The dedicated view reuses the conversation data instead of creating a separate copy of the support request.
Keep replies coordinated
The business’s messaging line belongs in a team workflow. Handle assignment and customer context through the Inbox so support does not depend on one person’s personal device.
02 / Customer continuity01 02 03 Explore Message AI
A new message is not always a new customer.
Use eligible linked history to understand what happened before the customer reached out again. Keep private information behind the appropriate checks.
Bring the earlier request with them
Related conversations can show what a teammate promised and whether an issue remains open. Confirm the link between records rather than assuming similar contact details identify the same person.
Add useful business context
Supported connected sources can help your team understand products and orders. Customer-facing disclosure still needs the identity checks required for the information being requested.
Let a focused agent help
Supported iMessage task-agent answers can use the configured business knowledge and guidance. Test the agent on common questions and handoff cases before activation.
THE EVERYDAY DETAILS
A familiar channel. A business workflow.
Make it easy to keep the conversation going without turning support into a collection of personal phone threads.
Conversation search
Find a customer by name, number or message preview in the dedicated view. Search makes returning to an earlier discussion straightforward.
Line-aware sending
The sending line and its status matter. Select the configured line for a new conversation and keep an eye on the available allowance.
Inbox access
Open the thread in your shared workspace to reach assignment, customer history and the rest of your support workflow.
Clear send states
Line connection and policy checks can prevent a message from sending. Review the surfaced error rather than assuming an accepted action means the customer received it.
Business knowledge
Use supported AI behavior with published knowledge and site scope. Keep factual product answers separate from private customer lookups.
Controlled outreach
New conversations and ongoing replies can have different allowances and restrictions. Use the line’s current policy and availability rather than treating it as an unlimited broadcast channel.
MAKE IT YOURS01 02 03
Set up the line. Then start the conversation.
Choose your line
Use the iMessage setup in your workspace and review the current price, activation process and allowance. A purchased line may still need activation before use.
Test both directions
Send an authorized test message and reply from the receiving device. Confirm the thread appears in the iMessage view and the shared Inbox.
Bring in the team
Decide who owns incoming requests and whether a task agent should answer. Review customer-history linking and handoff before using the channel broadly.
BEFORE YOU START
A few useful answers.
Keep the conversation
within reach.
iMessage is a separate product. Line activation, allowances and messaging policies apply.