iMessage API use case
iMessage API for customer support.
Give customers one number for answers, order help and handoffs. Your agent receives a signed webhook for every reply and can use your existing support tools before it answers.
The job
Make the conversation useful.
The channel is only valuable when the agent can do the work behind the reply. Start with the narrow set of actions your team can verify, then expand from what customers actually ask.
- Answer order, account and product questions from your own systems.
- Hand off the conversations that need a person without losing the thread.
- Keep the same support agent available on iMessage, WhatsApp and Telegram.
A practical path
Build it in three steps.
- 01
Connect the support actions your agent is allowed to take.
- 02
Start on the Telegram sandbox or simulated contacts, then test the conversations that matter.
- 03
Choose a shared or dedicated iMessage line and have customers text it to begin.
Start small, scale cleanly
Free for your first 25 people.
Move to a $25 shared line for 300 people a month and 200 a day, then to a $100 a month dedicated line for 1,000 people a day (a new line starts at 250 a day and ramps to 1,000 over its first 14 days). The same agent can also serve WhatsApp, Telegram and MCP.
Common questions
Before you put it live.
Can a support agent send the first iMessage?
Customers text a Flow iMessage line first by default. On a dedicated line, writing first comes with the $40 a month Outbound add-on, within warm-up limits.
What does a customer-support line cost?
Start free for 25 people. A $25 shared line supports 300 people a month and 200 a day, and a dedicated line is $100 a month for 1,000 people a day (a new line starts at 250 a day and ramps to 1,000 over its first 14 days).
One agent, more places
Bring this use case to iMessage.
Build and test with Flow, then give customers a number they can text.