To start using Business Messages, you’ll need to turn the feature on in your Google Business Profile. If you’re managing a single business location, typing your company’s name into Google Search should bring up your Business Profile on the results page with a carousel of recommendations to enhance your profile. If you don’t already have Business Messages turned on, this will include a prompt to Turn on chat which you can click to activate.
Alternatively, you can log into your
Google Business Profile and click on the overseas data Messages tab in the left-hand menu to activate the feature.
Once you’re done, customers will see the chat button appear on your business profile as shown below:
Clicking on this button will open the chat UI and activate your automated welcome message, which you can edit from your Google Business Profile. As soon as customers leave a message, you’ll receive a notification and it’s important to reply quickly.
Google says you should reply to messages within 24 hours and warns it may deactivate chat for businesses that fail to respond quickly enough. Ideally, you want to reply to messages faster than this because purchase demand is highest when customers click the send button.
Your reply speeds could determine whether
customers get in touch, in the first place, too. When also open the door to lead generation customers find for your business on Google Search and Maps, they’ll see an estimated response time, based on your replies from the past 28 days:
- “Usually responds in a few minutes”
- “Usually responds in a few hours”
- “Usually responds in a day “
- “Usually responds in a few days”
Customers may be more inclined to get in touch if they trust they’re going to get a quick response.
With Business Messages set up, you can interact with customers in the following ways
- Customise your bgb directory welcome message
- Send text replies
- Send photos
- Smart replies (intelligent reply suggestions)
- Request and collect payments
- Bookings and appointments (with reminders)
- Make and receive calls
- Add chat to your website
You can do all of the above manually via the instant chat interface and Google says it will add more features in the future.