Salesforce and Apple deepen partnership with Business Messaging and AR integrations

Salesforce customers in Messages

Apple is bringing new integrations to Salesforce tools, like Apple Messages for Business in Service Cloud or ARKit in the Field Service mobile app.

Salesforce and Apple's partnership began in 2018 and has expanded since. The latest features will give clients more useful tools that tie into Apple's ecosystem and expanding customer base.

Three new tools are coming to Salesforce applications in the next year. Customers will benefit from communicating via Messages, plus technicians get an ARKit-powered room mapping tool and a new iOS widget.

"We're thrilled to deepen our partnership with Apple, further integrating the world's #1 AI CRM with Apple's incredible business devices and apps," said Ryan Nichols, Chief Product Officer of Service Cloud, Salesforce. "These features are helping companies implement cutting-edge technology and augmented reality in a practical way, improving every interaction a company has with its customers."

Apple Messages for Business in Service Cloud allows customers to connect with customer support easily, get personalized shopping recommendations, schedule appointments, complete purchases with Apple Pay, track shipments, and more. All of these interactions occur within the Apple Messages app, where users can leave and come back to continue interactions.

An example that was provided of this integration is clear, with SalesForce saying that "a retail customer can chat directly with a business for personalized, AI-driven product recommendations and to inquire about sizing, inventory status, returns, and more."

The ARKit tool in the Salesforce Field Service Mobile App allows field service teams to create detailed renderings of spaces and map objects. Mapped rooms or objects can be exported to the universal USDZ format for sharing. The technology could be used to size up a house to be sure that an appliance fits not just through the door, but the intended space.

The iOS Field Service app is getting a widget with detailed account information. Things like upcoming appointments, work order details, and directions to a worksite are visible directly on the Home Screen.

The Messages for Business in Service Cloud is available Wednesday with this announcement. ARKit tools and the iOS widget will arrive in an update made in the summer of 2024.