Do I need a human agent with Apple Messages for Business?

Product

• Messaging

• Mobile Service Cloud

• Conversational AI Cloud

Resolution

The option to escalate to a human agent is mandatory in Apple Messages for Business. A live agent must be reachable anytime the customer texts the word help. If a customer sends help outside of normal customer service hours when live agents aren’t available, an automated response should let them know when a live agent is able to respond.