How to set up Google Business Messages as a channel

You can now request access to Google Business Messages (GBM) with MessageBird! By enabling GBM, you can chat to customers who find and reach out to your organization through Google Search, Google Maps, and Google Ads. Once installed, GBM will be available to use with Inbox, Flow Builder, and our Conversations API.

NOTE: Once your request has been approved, it can take up to 3 hours for Google Business Messages to be displayed on Google.

There are several ways that you can request access to and install Google Business Messages:

What you’ll need: checklist

Before you request access to Google Business Messages, you’ll need to make sure you have the following:

  • A Google My Business account.

  • The official name of your company.

  • The URL of your company’s website.

  • The URL of your company’s privacy policy.

  • The name and email address of a suitable contact person. Make sure that the email address uses your company’s domain and that you have access to it, as Google may send information to it during the verification process.

  • The URL of your company’s logo. Make sure that the dimensions are 1024px x 1024px, and that the file is in .png or .jpg format. It also needs to look good when cropped to a circle! You won’t be able to change your logo later.

  • Copy for the automated welcome message, e.g. ‘Thanks for reaching out to xxx, an agent will be with you shortly.

  • Your business’s hours of operation.

  • The locations where you want GBM to be displayed.

Creating a GBM channel

Once you’ve got everything on your checklist, you’re ready to request access to GBM!

  1. The first step of the onboarding process will ask you to confirm that you have a Google My Business (GMB) account. If you do, click I have a Google My Business account. If not, click Create a Google My Business account, and follow the steps to make a GMB account, then return to the onboarding process once you’re all set up and your location has been verified.

  2. Log in to your GMB account and follow the on-screen instructions to allow MessageBird to access your account to authenticate it.

  3. Now, you’ll set up your company’s business profile. Enter your Company’s official name, website URL, Privacy Policy URL, and the name and email address of your company’s contact person, then click Next.

  4. Now, you’ll set up your chat settings. Enter the URL of your company’s logo, the welcome message that you’d like to send to customers when they reach out to you via GBM, up to five conversation starters, and select your local language. A preview, including your logo, brand name, and the welcome message will be displayed on the right-hand sign of your screen. When you’re happy with how it looks, click Next.

  5. Now, you’ll configure your timezone and business hours. Select your timezone from the drop-down menu. Once you’ve done this, you can adjust the exact times and days that you’ll be available to accept messages via GBM. Use the toggle buttons to turn whole days on or off, and make changes to the from and to times as required. Once you’re done, click Next.

  6. Now, to enable GBM on Google Maps, select your business locations from the Locations list. Check the boxes next to every location that you want to include. Once you’re done, click Next.

  7. You’re ready to launch! Choose Android Maps, iOS Maps, or Web (depending on your phone’s OS), and scan the QR code to send your first message, and start testing GBM.

  8. If you’re happy with your test, click Launch on Google. In a few hours, the GBM chat button will appear on Google, and your customers will be able to start messaging you!

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