Google Business Messages

overview google business messages allows customers to start a messaging conversation with a business directly from google search results and google maps it enables brands to connect with customers at the moment of discovery, providing a powerful channel for sales and support how it works when a customer finds a business on google, they will see a "chat" button on the business profile tapping this button initiates a message that is routed into the contact center as a new ticket agents can then respond with text, rich cards, and carousels, providing an interactive experience to answer questions or guide a purchase configuration steps human review needed no information regarding specific ui steps for an administrator to integrate google business messages could be found in the provided user manuals use cases local business inquiries a customer finds a local restaurant on google maps and starts a chat to ask if they have outdoor seating pre sale questions a user searching for a product on google starts a chat with a retail store to check if the item is in stock before visiting customer support a customer initiates a chat from a company's search result to get help with an order benefits connect at the point of discovery engages with customers at the very start of their journey, directly from google search and maps drives local business provides a powerful tool for local businesses to answer questions and drive foot traffic rich, interactive conversations supports carousels and suggested replies, enabling a guided and visually appealing customer experience