Google Business Messages
Google Business Messages (GBM) is a mobile conversational channel that combines entry points on Google Maps, Search, and customer company websites to create rich, asynchronous messaging experiences.
GBM differs from other ASAPP channels because the channel is not owned and managed by ASAPP. As a result there are 3 parties involved in a GBM implementation: the customer company, Google, and ASAPP.
In GBM terminology, the ASAPP customer is the “Brand.”
GBM Quick Start Guide
Specify Entry Points
There are several customer entry points to select from to navigate to the GBM experience. GBM defines 2 groups of entry points, Location and Non-Local. Each group enables multiple entry points. See Google documentation for more information.
How you select the right entry points will vary based on your needs and your individual end-customer base.
Location Entry Points
The Location group encompasses all entry points that rely on locations. ASAPP supports all entry points in this group on Android and iOS (with Google Maps app installed).
Maps
This entry point enables conversations from locations in the Google Maps app.
Placesheet
This entry point enables conversations when users search to find locations.
Local Pack
If you have multiple locations in close vicinity, Local Pack displays a single messaging button below the list of locations displayed in the Google Search results.
Non-Local Entry Points
The Non-Local group encompasses all entry points that don’t rely on locations. ASAPP supports all entry points in this group on Android only.
Featured Snippets
This entry point enables conversations when your customer finds your contact details though Google Search.
Sitelinks
This entry point enables conversations when sitelinks appear in Google Search.
URL
This entry point enables conversations from a specific URL, which can be shared with your customers via email, SMS, or as a link on a website.
Verify Agents & Locations
Once registered, ASAPP must identify a Point of Contact (POC) on your side to verify both the agent, and later, locations associated with the agent. This POC will receive communication from Google to verify that you’re working with ASAPP. See Google documentation for more details.
Often, your company’s locations will all be linked to one another already. Conveniently, you need only verify one of these locations in the linked group to be approved for use for all.
Customer Web Homepage
A secure URL to the customer’s homepage.
Customer Contact Phone Number
Main customer service contact number that enables GBM.
Customer Logo
Provide a logo of 1024 x 1024 pixels (Required) in JPEG, JPG or PNG format. The max file size can be 50 KB.
Customer Privacy Policy
A secure URL to the Customer’s privacy policy.
Determine Launch Strategy
Locations / Place ID:
- You can launch/unlaunch via APIs — changes take only a few hours to propagate. See Google documentation for more details.
- GBM is unique in that you must turn each individual Place ID entry point to either 0% or 100%. If you would like an overarching volume threshold, Google can help pull data on the right locations to enable them to reach the requested percentage.
Organic Search
- Contact your Implementation Manager/Solutions Architect to determine launch best practices.
- Google currently configures all Sitelinks regardless of search query.
Google’s Survey Requirements
Google requires that you send their own survey when conversations are initiated from Google entry points — and is very averse to a customer receiving two surveys. See Google documentation for more details.
ASAPP and you may receive the results of these Google-native surveys in real-time as end-customers respond in chat. The surveys link to Conversation IDs for trace back and Google sends a high-level summary report every 7 days. You must have a Customer Satisfaction Survey (CSAT) above 80%.