Table of Contents

Google Business Messages

Susan Swier Updated by Susan Swier

You need to have a Google Business Profile prior to connecting to a Google Business Messages Channel. You can learn more about how to create a Google Business Profile here.

Google Business Messages logo

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.

Google Business Messages has a messaging window of 30 days. No messages can be sent to the Contact 30 days after the Contact's last message.

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.

You must be the admin of the Google Business Profile to connect.

Step 1: Navigate to channel settings

From the Settings Module, navigate to the menu item, Channels.

Step 2: Add channel

Select Add Channel and choose Google Business Messages > click Next.

Connecting Google Business Messages Channel

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.

Connect your Google Business Profile

Step 4: Input your basic business information and contact details

You will be asked to input 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.

Entering Google Profile Information

Step 5: Input additional information about your business

You will be asked to input 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

Input GBM profile details

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.

Required Google Business Messages information

Step 7: Connection Completion

Once you fill in all the valid information, you can press next and the system will start connecting your Google Business Messages account to the respond.io app.

GBM channel connecting
Screenshot of successfully connected GBM channel
Once you have completed the setup, any messages sent to you through Google Business Message will now be received in your respond.io Workspace.

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: From SettingsChannels

Step 2: Locate the Google Business Messages channel > click Unavailable

Launching GBM in respond.io

Step 3: Click the Launch button to launch your page.

Launching GBM

Managing Google Business Messages Locations

Step 1: Navigate to Channel Settings

From Settings Module, navigate to the menu item, Channels

Step 2: Locate the Google Business Messages channel

Once you have located the Google Business Messages channel, select Location

GBM channel configuration

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.
GBM location settings
Confirm GBM location

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 have located the Google Business Messages channel, click Configure

GBM channel configuration

Step 3: Make the necessary configuration

You can configure the following:

  • Channel Name
  • Privacy Policy
  • Welcome Message
  • Business Hours
The Agent ID, Agent Name, and Brand Name fields 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 will have to delete the channel and create a new one with the correct information.

Step 4: Update the configuration

Click Done to update the channel configuration

GBM channel configuration settings

Frequently Asked Questions

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.

Troubleshooting

Having trouble with the channel? Contact us here!

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