Apple Messages for Business (AMB) - Beta - How to use intents and groups?

In order to build your engagement campaigns and your distribution rules, you are able to use specific filters on AMB : biz-intent-id and biz-group-id.


What are intents and groups in the AMB context? 

Those AMB objects can be configured, shared and be reflected in the URLs used for the buttons OR be directly configured in the Apple Register (for the locations). You have the ability to assign values to each object. 
Then, the value of each object will be used as a filter in iAdvize in a listening rule in order to identify the origin of the conversation AND/OR route the conversation to the right respondent.
These objects are also used by Apple to identify the shops when you activate its locations in Apple Register. 

How can intents and groups be used in iAdvize? 


You are setting an AMB contact button in two different spaces :
  • on your customer space, in the Return a Product section, in order to let customers contact you about the return policy.
  • on a product page to let your customers ask questions in AMB about the product before purchasing it.
You want to distribute the conversations as followed :
  • all the questions about return policy have to be answered by the Customer Support Team;
  • all the questions about a product before purchase have to be answered by your Sales Team.

Step 1 : define the Apple objects

You will have to assign the object with different values depending on your strategy, for our example : 
  • biz-intent-id=ReturnProduct or biz-intent-id=ProductPage
  • biz-group-id=SupportTeam or biz-group-id=SalesTeam

Step 2 : create the campaigns in iAdvize

Create a 3rd Party campaign using AMB named “Return Policy - AMB,” and a second 3rd Party campaign using AMB “Product Page - AMB”. 

Step 3 : create the filtering rules

In your new campaign, you create listening rules.
Choose to use the filter “Intent” and set the expected value as “ReturnProduct”. You add another filter with “Group” and set the expected value as “SupportTeam”. Here we copy the expected value of the biz-intent-id and biz-group-id objects that we set earlier in Step 1. 

Do the same in your second campaign Product Page - AMB using filters like Intent = ProductPage and Group=SalesTeam.

Step 4 : Build your buttons

You can now build your buttons (iAdvize does not offer standard engagement buttons on AMB).
Make sure that you build your url including the
biz-intent-id=XX and biz-group-id=YY with the appropriate value for XX and YY. 
In our example, we could build a button for the product page that will redirect to the link 
For more detailed information, please refer to Apple for informations

Step 5 : distribute your listening rules

Like any listening rule used for a third party channel, it is necessary to distribute these rules via a routing rule in order to forward messages to the appropriate respondents.
To learn more about how conversation distribution works, click here.

Following your conversations

In the Conversation Report, you will be able to filter the conversations by campaign and thus identify which one brings you the best CSAT, the most conversations, etc.