Google Business Messages is a new communication channel by Google that enables consumers to message businesses in Google Search or Google Maps in just one click. This way, consumers can message a business without having to visit the business’ website. Or enter any contact information, as they will be using your Google account. For now, Business Messages are only available for people that search on their phones.
Google Business Messaging (GBM) allows brands to leverage Google’s dominant 92% market share for online searches and empowers consumers to seamlessly initiate a conversation via a rich, secure messaging experience on a platform native to Android users.
Additionally, both iOS and Android users can initiate conversations via location search in the Google Maps application. Consumers can use GBM to inquire about in-store stock, schedule appointments, make reservations, and receive excellent customer service.
Get started with Google Business Messages
Auto messages – You can now send automatic auto-messages after a user's first message, to give an instant response via Google Business Messages Customize the message according to your business-specific use case.
Customer Satisfaction Survey – Use customer satisfaction surveys, This feature lets you manage when you send the survey, What will be the possible answers the customer can choose from, and a Thank you response message. A complete solution for all your customer satisfaction needs and all within Google Business.
Bots & Automation – Automate what can be automated by building AI-powered chatbots that connect with Google Business Messages. Use bots to take the load off your agents and resolve customer interactions using the latest automation features through Google Business Messages.
Auto assignments – You can enable auto-assign of conversations to agents by several parameters like workload, skill, permissions, etc. Additionally, you can allow agents to associate responses, and assign the conversation to the last agent.
Split conversations – in private messages through Google Business Messages. it is possible to set that after 24 hours with no communication from the customer’s side, the conversation will be marked as “resolved”, and any communication from the customer’s side after that will be considered as a new conversation.
Privacy & Security – You can manage how to receive media files through Google Business Messages, Upload files also for the agent side, and discard sensitive data.
The advantages of using the Google Business messages API via Commbox are:
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