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Google Business Messages Quick Start

Susan Swier Updated by Susan Swier

Google Business Messages logo

Getting a Google Business Messages account

To connect to a Google Business Messages Channel you will need a Google Business profile.

Learn how to create a Google Business Profile here.

Connecting to Google Business Messages

To chat with your customers over Google Business Messages, connect a Google Business Profile with a verified business location to respond.io.

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

Step 1: Click Settings > Channels

Step 2: Click Add Channel > Google Business Messages > Connect

Step 3: Click Connect with Google

Log in with a Google Account that is linked to a Google Business Profile

Step 4: Under Business Profile, input your basic business information and contact details > click Next

You will need to provide 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: Under Conversation Profile, input additional information about your business > click Next

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.

Step 6: From the Location List dropdown, select all the locations you have added in your Google Business Profile > click Complete

The system will start connecting your Google Business Messages account to respond.io. A success message will be shown if the Channel is connected.

Once you have completed the setup, any messages sent to you through Google Business Message will now be received in your respond.io Workspace.
Once the Channel is connected, scan the QR code to send a test message and make sure everything is working properly.

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 Settings > Channels

Step 2: Locate the Google Business Messages Channel > Manage > click the refresh icon next to Unavailable

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

Managing Google Business Messages Locations

Here you can add, launch or unlaunch your Google Business Messages location.

Step 1: Click Settings > click Channels

Step 2: Locate your Google Business Messages Channel > Manage > click Locations

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.
If you Unlaunch your location, it removes the location and also makes the agent unavailable for messaging.

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: From the Settings Module > Channels

Step 2: Locate the Google Business Messages Channel > click Manage > Configuration

Step 3: In the Configure Google Business Messages page you will see the following configurations:

  • Chat Link - A click-to-chat link is a shortened URL that directs customers to start or continue a conversation with your Google Business Messages account. You can share this link to refer customers to a new or existing thread, based on whether the user has previously messaged your Google Business Messages account. You can also generate a QR code to share the chat link to your Contacts.
  • Channel Name - The Channel Name can be changed and is used internally to identify the Channel.
  • Privacy Policy URL - A URL that links to the privacy policy page of your business.
  • Welcome Message - A short welcome message that will be displayed to your customers.
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: Click Save Changes to update the Channel configuration.

FAQ and Troubleshooting

Why can’t I see the Message Button after launching Google Business Messages?

Google Business Messages only works on mobile devices and native Google applications. If you launch your Channel by clicking Launch Immediately, it may take up to 5 hours for Google to update the Google Search and Maps for the Message button to become visible. This launch time may also differ per device.

Is it possible to connect different Google Business profiles to a single 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 I edit or change the 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 I add and remove locations after connecting to the Channel?

Yes, you can add, launch, and unlaunch locations through the Channel Configuration tools.

Feeling stuck? Do not fear.

Need assistance? Contact us for support. Help is here!

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