Compliance and guidelines

You must comply with the following Messages for Business channel policies. For more information, refer to the policy(opens in new tab) and user experience(opens in new tab) documentation on the Apple website.

• Provide access to a live agent during your regular business hours. You must not provide a limited or bot-only solution.
• Offer comparable customer service over Messages for Business as you would provide over telephone support.
• Do not send unsolicited messages.
  • If you want to send important notifications related to your customer's account status or previous transactions, you must send the following notification first: "We will send important notifications related to your account status or transactions. Send 'Unsubscribe' to manage your message preferences."
  • Support subscribe and unsubscribe operations so that customers can select or deselect notification types.
  • Do not send marketing information, promotional offers, or information related to products or services that the customer has not purchased unless the customer has sent 'Subscribe' and provided permission.
  • When customers delete a conversation, you must not send them further messages unless they initiate conversation with you again.
• Use and respond to standardized trigger words. Use the following table as a guide. Use the primary term in text that you send to customers and support alternative words that customers send.