Table of Contents
- Preparing to Connect Google Business Messages
- Connecting to Google Business Messages
- Launching Google Business Messages Channel
- Managing Google Business Messages Locations
- Channel Configuration
- FAQ and Troubleshooting
- Can I have different Google Business profiles connected per one respond.io account?
- Can you edit or change Agent ID or Agent Name?
- Can we add and remove locations after connecting to the channel?
- What effect does unlaunching a location have on messaging?
- What if my business has no physical location?
- Why can't I see a Message button after I've launched my GBM?
Google Business Messages
Updated
by Susan Swier
- Preparing to Connect Google Business Messages
- Connecting to Google Business Messages
- Launching Google Business Messages Channel
- Managing Google Business Messages Locations
- Channel Configuration
- FAQ and Troubleshooting
- Can I have different Google Business profiles connected per one respond.io account?
- Can you edit or change Agent ID or Agent Name?
- Can we add and remove locations after connecting to the channel?
- What effect does unlaunching a location have on messaging?
- What if my business has no physical location?
- Why can't I see a Message button after I've launched my GBM?
Business Messages is a mobile conversational channel that integrates entry points on Google Search, Google Maps, and brand websites to produce rich, asynchronous messaging experiences that delight customers and boost business performance.
Business Messages allows business owners to increase client satisfaction by allowing them to speak with a live person and increases consumer trust by displaying estimated wait times and answers to frequently asked questions. Rich elements like carousels, recommended replies, and photographs can encourage purchasing, scheduling, and upgrading.
Furthermore, with Business Messages, businesses can get a complete business messaging solution through Google Maps on iOS and Android devices.
Preparing to Connect Google Business Messages
You need to have a Google Business Profile prior to connecting to a Google Business Messages Channel. If you do not have one, click here to create a new Google Business Profile.
Connecting to Google Business Messages
To chat with your customers over Google Business Massages, connect a Google Business Profile with locations verified.
Step 1: Navigate to channel settings
From the Settings module, navigate to the menu item, Channels.
Step 2: Add channel
Click Add Channel and choose Google Business Messages. Click Next and the Connecting Google Business Messages dialog should open.
Step 3: Sign in with a Google Account with a Google Business Profile
Click Connect with Google to log in to your Google Account that is linked to a Google Business Profile.
Step 4: Fill in your basic business information and contact details
Fill in the following information:
Field | Description |
Agent Name | This should match your Google Business Profile Listing company name. The agent name will be shown in the Google Business Messaging chat application to your users. |
Website | valid URL with https:// |
Privacy Policy URL | valid URL with https:// |
Contact Name | Your or the representative’s name. |
Email Address | Your or the representative’s email address. |
Step 5: Fill in additional information about your business
Fill in the following information:
Field | Description |
Logo | Your company’s logo that matches the logo on your Google My Business account, which will be displayed in the Google Chat as a 1024px diameter circle. File size: Max 50KB. Make sure that your logo displays well as a circle. |
Welcome Message | Your Business inbox welcome message to your customers. Maximum length: 10,000 characters |
Locale | Your business supported language. |
Timezone | Your business timezone. |
Business Hours | Your business operation days and hours. |
Step 6: Select the location(s) of your business if any.
You will be asked to select a location from a dropdown menu of all your added locations in your Google Business Profile.
Step 7: Connection Completion
Once you've filled in all the valid information, click Next to start connecting your Google Business Messages account to the respond.io app.
Launching Google Business Messages Channel
Before customers can communicate with your agent, you must launch your Business Messages channel. Follow the steps below to launch your channel.
Step 1: Navigate to Channel Settings
From the Settings module, navigate to the menu item, Channels.
Step 2: Locate the Google Business Messages channel
Once you've located the Google Business Messages channel, click Unavailable.
Step 3: Launch your page
Click Launch to launch your page.
Managing Google Business Messages Locations
Step 1: Navigate to Channel Settings
From the Settings module, navigate to the menu item, Channels.
Step 2: Locate the Google Business Messages channel
Once you've located the Google Business Messages channel, click Location.
Step 3: Manage your locations
Manage your Google Business Message Location here. You can add, launch or unlaunch your location here.
There are three possible statuses for added locations:
- Verified: Once a location is verified and the location has not yet been launched.
- Launched: This location has been successfully launched.
- Unlaunched: This location has been successfully unlaunched.
Channel Configuration
You can configure your Google Business Messages channel to have a unique channel name, a Welcome Message and also specify your business hours. Follow the steps below to configure your Google Business Messages channel.
Step 1: Navigate to Channel Settings
From the Settings module, navigate to the menu item, Channels.
Step 2: Locate the Google Business Messages channel
Once you've located the Google Business Messages channel, click Configure.
Step 3: Make the necessary configuration
You can configure the following:
- Channel Name
- Privacy Policy
- Welcome Message
- Business Hours
Step 4: Update the configuration
Click Done to update the channel configuration.
FAQ and Troubleshooting
Can I have different Google Business profiles connected per one respond.io account?
Yes, you can create multiple channels connected to Google Business Messages; each can be connected to a different Google Business Profile. Additionally, you may connect different locations under your Google Business Profile.
Can you edit or change Agent ID or Agent Name?
No, you cannot. All three fields of Agent ID, Agent Name, and Brand Name are non-editable. You must input these three pieces of information correctly when initially connecting the channel. If you have added the wrong Agent ID or Name, you may delete the channel and create a new one with the correct information!
Can we add and remove locations after connecting to the channel?
Yes, you can add, launch, and unlaunch locations through the channel configuration tools.
What effect does unlaunching a location have on messaging?
It removes the location and also makes the agent unavailable for messaging.
What if my business has no physical location?
You are allowed to sign up for a Google Business Profile and not to list your address on Google Maps. This will be the best approach for online businesses.
Why can't I see a Message button after I've launched my GBM?
It takes up to five hours for the message button to appear on your Google Business Profile. You should also note that Google Business Manager only works on mobile devices and native Google applications. The launch time may vary depending on the type of device you’re using.
