How to integrate Google Business Messages?

In this article, you will find information about the main features of Google Business Messenger and how to integrate them with the platform for improved interaction with your customers.

Estimated reading time: 08 minutes

Google Business Messages is a mobile conversational channel that combines entry points on Google Maps, Search, and commercial websites to create a dynamic messenger experience that encourages customer interaction and business performance.

It allows optimizing response times to frequently asked questions and customer service with the possibility of connecting with an agent in real-time through a chat button. It is available for Android devices, and through Google Maps on iOS.

To integrate Google Business Messages you need an account on Google My Business. Check the following step by step:

Step 1: Go to channels: (Menu>Channels and Integrations>Channels). Look for Google Business Messages and click on “connect”.

Step 2: Complete the form respecting the format of the fields. Follow the examples as shown on the screen.

Step 3: If the previous step was completed correctly, the screen will show a Test URL that must be used to test the bot.

Step 4: If the test is successful and all Google policies are met, you should proceed to request authorization.

Step 5: From now on, the process is manual and you will require the assistance of the Botmaker team. Contact Product Support.

What are the requirements to enable Google Business Messages functionality?

• Define in which countries you want to activate the channel. It is not possible to activate the chat channel for global searches.
• Enable the ability to interact with a customer support agent in case the bot is unable to respond.
• Comply with Google’s user experience policies. The bot must always respond and cannot end conversations silently.
• Customer support agents must provide quick and efficient responses.
• Comply with logo styling guidelines: https://developers.google.com/business-communications/business-messages/guides/learn/logo-guidelines
• Specify where the chat button will be enabled according to these two conditions:
  • Non-local entry points: the button will be presented only in Google search results that do not have maps.
  • Local entry points: the chat button will be displayed on Google results that contain maps. For this, you will need to provide a list of stores/locations where it will be activated.

Note: Google offers support for Business Messenger on Android mobile devices. On iOS, you must have the Google Maps app installed and have local entry points enabled for stores or locations. Currently, there is no support for desktop platforms.

For further information, contact our Help Center

Written by: Botmaker Team

Last updated: 07/06/2021