Quick Start
What is respond.io?
Setting Up an Account
Connecting Channels
Inviting Your Teammates
Getting Contacts to Message You
Automated Welcome and Away Messages
Responding to Messages
Glossary of Terms
Channels
WhatsApp Business API Quick Start
Getting Ready for Inbound Conversations
Getting Ready for Promotional Messaging
WhatsApp Official Business Account (Green Tick)
Grow your WhatsApp Audience by Maximizing Entry Points
Get WhatsApp API Account for Government Agencies
Meta Business Verification
WhatsApp Message Templates
WhatsApp Pricing
WhatsApp Business API Channel Configuration
WhatsApp Messaging Limits
Change Your WhatsApp Business Display Name
Migrating from WhatsApp Personal or WhatsApp Business App
Phone Number Migration to respond.io WhatsApp Business API
Turn-off WhatsApp Number Two-Step Verification
WhatsApp Cloud API
360dialog WhatsApp
Twilio WhatsApp
MessageBird WhatsApp
Vonage WhatsApp
Phone Number Migration to WhatsApp Cloud API
Facebook Messenger
Facebook Messenger Overview
Facebook Messenger Quick Start
Facebook Chat Plugin
Facebook Private Replies
Facebook Message Tag
LINE
Viber
Telegram
Google Business Messages
Website Chat Widget
Website Chat Widget Overview
Website Chat Widget Quick Start
Install Website Chat Widget on WordPress
Install Website Chat Widget on Shopify
Install Website Chat Widget on Wix
Install Website Chat Widget on Joomla
Install Website Chat Widget on Squarespace
SMS
Custom Channel
Channels Overview
Product
Dashboard & Reporting
Dashboard
Reports Overview
Reports: Conversations
Reports: Responses
Reports: Resolutions
Reports: Messages
Reports: Contacts
Reports: Assignments
Reports: Leaderboard
Reports: Users
Reports: Broadcasts
Messages
Messages Overview
Assignment and Closing a Conversation
Custom Inboxes
Interacting with Respond AI
Using AI Assist
Contacts
Contacts Overview
Contact Details
Merge Suggestions
Contact Activity
Contact Channels
Contact Import
Segments
Broadcasts Module
Workflows
Workflows Overview
Workflow Triggers
Workflow Steps Overview
Step: Send a Message
Step: Ask a Question
Step: Assign To
Step: Branch
Step: Update Contact Tag
Step: Update Contact Field
Step: Open Conversation
Step: Close Conversation
Step: Add Comment
Step: Jump To
Step: Wait
Step: Date & Time
Step: HTTP Request
Step: Add Google Sheets Row
Dynamic Variables
Workspace Settings
Managing a Workspace
Workspace Settings: General
Workspace Settings: Users
Workspace Settings: Teams
Workspace Settings: Channels
Workspace Settings: Contact Fields
Workspace Settings: Integrations
Workspace Settings: Closing Notes
Workspace Settings: Snippets
Workspace Settings: Files
Workspace Settings: Data Export
Workspace Settings: Data Import
Workspace Setting: Respond AI
Workspace Settings: Growth Widgets
Organization Settings
Organization Overview
Organization Settings: General
Organization Settings: Users
Organization Settings: Workspaces
Organization Settings: WhatsApp Fees
Organization Settings: Billing & Usage
User Account
Mobile App
Installing respond.io Mobile App
Messaging From Your Mobile
Managing Notifications On Your Mobile
Configuring Mobile App Settings
Help Menu
Handling Inbound Conversations
Managing Spam
Create Automated Welcome and Away Messages
Get Contacts’ Consent for Personal Data Collection
Create Automated Chat Menus
Collect Contacts’ Emails and Phone Numbers
Route Contacts by Shifts
Route Contacts by Team Functions
Route New & Returning Contacts
Route VIP Contacts
Assignment Strategy: Automatic Contact Distribution & Load Balancing
Assignment Strategy: Unassign Agents after Conversations Closed
Converse with Customers
Understand the Individual: Get a Complete View of the Customers
Collaborate Internally: Simplify Customer Escalation with Automation
Collaborate Internally: Transfer Contacts to the Next Shift Automatically
Respond Intelligently: Optimize Agents’ Productivity in the Messages Module
Support Use Cases
Inbound Support: Identify Contacts by Email and Phone Number
Inbound Support: Enrich Customer Data from a CRM or other Business Software
Inbound Support: Route Customers to the Right Team Automatically
Inbound Support: Auto-Assign Customers to a Team or Dedicated Agent
Send Outbound Support Messages
Support: Closing Conversations
Supervising Your Support Agents
Reporting for Support
Send CSAT to Customer and Save Data in Google Sheets or CRMs
Sales Use Cases
Inbound Sales: Collect Leads' Email and Phone Number
Inbound Sales: Enrich Contact Data and Qualify Leads
Inbound Sales: Routing Leads
Inbound Sales: Auto-Assign Leads to Sales Agents
Sending Outbound Sales Messages
Track Productivity by Closing Conversations
Supervising Sales Agents
Reporting for Sales
Broadcasts Use Cases
Sending a Simple Broadcast
Start a Workflow Based on Broadcast Response
Troubleshooting a Failed Broadcast
Integrations
Dialogflow
Dialogflow Overview
Dialogflow: Connecting to Dialogflow
Dialogflow: Creating a Chatbot
Dialogflow: Managing Intents
Dialogflow: Parameters
Dialogflow: Events
Dialogflow: Response Templates
Dialogflow: Custom Payloads
Dialogflow: Fulfillment Webhook Request
E-Commerce & CRM Integrations
E-Commerce Integration: Shopify
E-Commerce Integration: BigCommerce
E-Commerce Integration: WooCommerce
E-Commerce Integration: Magento
CRM Integration: HubSpot
CRM Integration: Salesforce
CRM Integration: Pipedrive
CRM Integration: ActiveCampaign
Zapier
Make (formerly Integromat)
Developer API
Webhooks
Partnership
We love to hear from you!
Table of Contents
- Home
- Channels
- Google Business Messages
- Google Business Messages Quick Start
Google Business Messages Quick Start
Updated
by Susan Swier

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 Messages, 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.
Feeling stuck? Do not fear.
Need assistance? Contact us for support. Help is here!This is the text block that will appear when the button is clicked.
Google Business Messages Overview
Related Articles
WhatsApp Business API Quick Start
Get a WhatsApp Business API account fast to start chatting with your customers.
Google Business Messages Overview
Get an overview of the Google Business Messages channel and its capabilities.
Gmail (Google Workspace) Quick Start
Connect respond.io to Gmail or Gsuite account and start receiving emails on the platform.