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Google Business Messages: Be There for Customers

Wojciech Guminski
4 min read
updated: Feb 3, 2023

Ever wondered how companies offer chats in Google’s search results and maps? Google Business Messages system is the answer. It lets customers contact businesses directly without leaving Google Maps or the search results page. Convenient and seamless, that’s how you win customers’ hearts.

How does it work?Link icon

The principle is simple: Google Business Messages lets you display chat buttons on your Google search and Google Maps business cards. Chats initiated this way appear in the LiveChat application chats section, just like a standard chat coming from a website widget.

How it looks on your customers’ end:Link icon

Google Business Messages on customers’ end

How it looks in LiveChat:Link icon

Google Business Messages in LiveChat

To benefit from Google Business Messages, you need a registered Google Business Profile. If you don’t have one yet, get listed on Google.
To benefit from Google Business Messages, you need a registered Google Business Profile. If you don’t have one yet, get listed on Google.

InstallationLink icon

1
Navigate to the LiveChat Marketplace.
2
Select Add to Cart.
3
Select View Cart.
4
Select your preferred billing cycle and proceed by selecting Continue to subscription. Confirm your subscription setup there.
5
Enter your LiveChat app. Navigate to the integration settings page.
6
Select Allow.
7
Open the drop-down and select Finish installation.

The integration is now complete, and you can set up your first Google agent.

Add Google agentLink icon

A Google agent is your company’s online avatar in the Google system. It’s basically a company profile with associated settings like brand logo and company name. Each agent represents a single brand, and you can create any number of them to cover every online business you own.

1
Select Create Agent.
2
Fill in your company name and upload your brand logo.
3
Add your company phone number.
4

Select entry points for customers:

Google Search refers to Google search business cards.

Google Maps refers to Google Maps business cards.

5
Select the interaction type. The type determines how customers see you labeled on Google chat - either as a Bot or a Human. If you select “Bot and Human,” Google will automatically detect if a chat is automated or not and will display the appropriate label.
6
Choose your chat language and fill out the Welcome message, Offline message, and Privacy policy URL fields.
7
Add up to 5 conversation starters. These messages will show up right after the initial welcome message when a customer enters your chat. You can choose between a plain text reply or linking the reply to a chosen URL address.
8
Select Save changes to submit your Google Agent for a review. The review may take a few days to complete. You will be notified about your verification status by email and with an in-app label.

You can control your agent’s verification and publication statuses in the Google Business Messages integration panel:

After your Google agent gets verified, your integration will be up and running. You’ll start receiving chats from Google sources directly in LiveChat!

Google Business Messages chats reportsLink icon

You can filter out LiveChat reports by Google Business Messages with a new designated filter. You can give it a go in any chats-related report we offer!

You may notice that chats coming from the Google Business Messages integration don’t include any details like the customer’s email address or location. This is, unfortunately, caused by technological limitations. For now, such details won’t be available in Google Business Messages chats.
You may notice that chats coming from the Google Business Messages integration don’t include any details like the customer’s email address or location. This is, unfortunately, caused by technological limitations. For now, such details won’t be available in Google Business Messages chats.
The integration supports automation like ChatBot. Feel free to integrate a bot with LiveChat and let it welcome travelers coming from Google!
The integration supports automation like ChatBot. Feel free to integrate a bot with LiveChat and let it welcome travelers coming from Google!

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