iMessage API use case
iMessage API for ecommerce support.
Help customers with the purchase they already made. Connect the order, delivery and return actions your team trusts, then let the agent answer from live data in Messages.
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.
- Look up order status and delivery details from your commerce stack.
- Explain return or exchange options using the rules you provide.
- Escalate exceptions instead of inventing a resolution.
A practical path
Build it in three steps.
- 01
Connect read-only order lookup first, then add safe actions such as a return request.
- 02
Test missing orders, split shipments and policy exceptions before launch.
- 03
Use a shared line to validate the experience, then move to a dedicated line as needed.
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 the agent access our order system?
It can use the APIs or tools you expose. Keep the order system as the source of truth and give the agent only the actions it needs.
What happens if iMessage is unavailable?
Flow falls back to SMS and RCS from the same number, included on every plan. Store the channel your application receives so your team can see how the conversation was delivered.
One agent, more places
Bring this use case to iMessage.
Build and test with Flow, then give customers a number they can text.