Hello Freshworks Community !
I’m Sanjay Sharma, Product Manager at Freshworks, and I’m excited to share that Apple Messages for Business (AMB) is now part of Freshdesk Omnichannel and Freshchat.
Here’s the hard truth: customers don’t care about your “digital transformation roadmap.” They care about getting what they want, when they want it, with zero friction. In a world where attention spans are measured in seconds, every extra click is an invitation for them to take their business elsewhere, so don't force customers to work for you.
That’s why Apple Messages for Business (AMB) now lives inside Freshdesk Omnichannel and Freshchat.
Why This Matters
With the AMB integration, customers don’t have to dig through your website or download another clunky app to reach out to support. They just open Apple Messages—from Maps, Safari, Siri, wherever they are—and talk to you. Direct. Native. Instant.
And for your teams? Every conversation—sales, support, booking—drops straight into the Agent Inbox, where you can respond faster and with context that makes sense.
Here’s What It Looks Like in Real Life
- Retail: A shopper pings you from Apple Maps, gets a product recommendation, and buys it with Apple Pay—never leaving the chat.
- Travel: A passenger rebooks a flight, upgrades a seat, and gets a boarding pass—all in one thread.
- Banking: A customer verifies their identity and checks their loan status—securely—without being dumped into “please hold” purgatory.
This is what seamless looks like.
The Real Play
AMB isn’t just another messaging channel—it’s a powerful experience platform. With it, you can:
- Engage customers at every stage—before, during, and after a sale.
- Offer rich, interactive tools like list pickers, media sharing, and secure payments.
- Blend AI automation with human expertise, without making customers guess which they’re talking to.
Industries That Should Be Paying Attention
- Retail & E-commerce – Product discovery, availability, purchase—all in chat.
- Travel & Hospitality – Book, change, cancel, and get updates in real time.
- Banking & Finance – Verified, secure, and fast account services.
- Service Businesses – Scheduling and payments without bouncing between apps.
- Support Teams – Rich media troubleshooting and lightning-fast resolution.
The Bottom Line
Freshworks + AMB is all about owning the customer moment. By meeting people exactly where they are, you create seamless experiences that feel natural and effortless. In 2025, that’s not optional—it’s how you win, keep, and grow customers.
We’d love to hear how you see AMB transforming your customer conversations—drop your thoughts below !!