Apple Business Chat Now Available to All Zendesk Customers

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Apple and Zendesk today made Business Chat generally available for all businesses that use Zendesk Support, over two years since the service first went into beta.


First announced in 2018, Business Chat is designed to allow iPhone, iPad, and macOS users to communicate directly with businesses right within the Messages app. Users can chat with businesses, schedule appointments, and make purchases, without having to call for help.

The messaging add-on for businesses also integrates with other core Apple services like Apple Maps and Apple Pay, allowing users to search for relevant local information and pay for things in the Messages app while chatting with a support agent.

Companies wanting to set up Apple Business Chat have to integrate it to a customer service platform that uses Zendesk Support. From there, companies can connect to customers from multiple platforms and manage all interactions through a unified interface.

As with most of its services, Apple focused on privacy with Business Chat, so no business is provided with a user's contact information and chats can be ended at any time.

Top Rated Comments

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14 weeks ago


https://support.zendesk.com/hc/en-us/community/posts/360031616834-End-users-can-t-sign-in-with-Safari

https://support.zendesk.com/hc/en-us/articles/360034788653-Zendesk-support-for-cookie-restricted-browsers-Safari-Chrome-

Known issue, and they refused to give a **** about it.

Hi folks, I'm from Zendesk and one of the teams I manage works on the login feature you mentioned. We released a fix today, a couple of days early to support Safari logins via their Storage Access API, so you should be able to login now. We've also updated the helpcenter article today - https://support.zendesk.com/hc/en-us/articles/360034788653

Apologies for the delay here since we've only been able to prioritize this work recently and we're big mac users here so happy to see this change finally go out!
Score: 3 Votes (Like | Disagree)
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14 weeks ago
Sadly this is still limited to the US tho. Don’t forget about us Canadians, haha. ??
Score: 2 Votes (Like | Disagree)
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14 weeks ago
Delta uses Business Chat, and it's been my #1 way to contact them with regards to changing travel plans amidst the pandemic. Honestly, has been a fantastic way to get customer support.
Score: 2 Votes (Like | Disagree)
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14 weeks ago
Love the really helpful chat in the example photo!

Customer: Hi Apple, which iPad should I buy?
Apple: I recommend the most expensive one. In fact get two - Fathers’ Day is coming up.
Score: 2 Votes (Like | Disagree)
Avatar
14 weeks ago


Known issue, and they refused to give a **** about it.

Thanks for clarifying!
Do know that they do care.
Their Devs have already started working on a long-term approach to resolve this issue.
It's a cross-functional initiative that's requiring resources from other teams and product architects hence it may take a while.
Score: 2 Votes (Like | Disagree)
Avatar
14 weeks ago


Known issue, and they refused to give a **** about it.

Yes it’s been awhile but is that a fair characterization of the situation? It seems they’ve been working on it and there’s an update scheduled to be released in a couple days (July 23, 2020).
Score: 2 Votes (Like | Disagree)

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