Delta Air Lines is testing the use of the messages app via Apple Business Chat.
The option to send a message from an iOS device allows customers to connect with a live Delta representative to receive in-the-moment assistance, or with a Delta virtual assistant to get quick answers to frequently asked questions.
During the phased roll-out, some customers receiving Delta’s summer travel tips email prior their trip will see a ‘Need Help’ link at the bottom of their email. When the link is tapped from their iOS device, the Messages app will automatically launch and connect customers with Delta. When the same link is clicked using an alternative device, including a desktop computer, the customer will be connected to the delta.com ‘Need Help’ messaging interface.
The new mobile assist tool is being rolled out in phases to some customers, and is slated to be integrated into the Fly Delta app for all customers by the end of the year. Messages will be saved and remain available for future reference.
