Google Business Messages Quick Start
Getting a Google Business Messages account
To connect to a Google Business Messages Channel you will need a Google Business profile.
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:
Step 5: Under Conversation Profile, input additional information about your business > click Next
You will be asked to input the following information:
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.
Turn off Google Chat in your Google Business Profile to ensure incoming messages are received on the platform rather than through Google Chat. Follow these steps.
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
If you’ve launched your location before launching your agent, the agent will be automatically launched.
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.
How do I turn off Google Chat in my Google Business Profile?
Turn off your Google Chat to receive incoming messages on the platform instead of Google Chat.
Access your Google Business Profile (search "my business"), click View Profile
Click Messages from the menu
Select Turn off chat in the top-right corner
Last updated
