TABLE OF CONTENTS

• Prerequisites
• Connecting your Business Messages with your Chat account
• Assigning conversations from Google's Business Messages to your agents
• Deploying bots on Google's Business Messages from Chat
• Message types supported in Google's Business Messenger

Your customers can now reach out to you via Google Search and Google Maps. Integrate your Chat account with Google's Business Messages and bring all your conversations from Business Messages into Chat powered by the Freshworks Neo platform Unified Channels API. You can either have your chatbots take care of the L1s or redirect them to your support agents. 

Business Messages classifies conversations based on entry points. With this integration, your customers can start chatting with you through:

• Google Search (non-local entry point)
• Google Maps (local entry point)

This integration is most relevant to your business when you are a location-based brand - your customers will be able to start a conversation with the nearest branch of your business.

Note: Google's Business Messages Integration in Freshchat is a chat platform & it does not support Google Reviews coming into Freshchat. If the business is looking to bring in google reviews, we recommend Google My Business marketplace app which can be connected to Freshdesk.

Prerequisites

• You need to have an active Google Business account.
• You need to be an Owner of your Google Business listing and an Admin on Chat.

Connecting your Business Messages with your Chat account

• Go to Admin > Integrations > Google's Business Messages.
• Click on Add account, and you will be redirected to a form.
• Fill out the form, and submit the details. 
• Our Onboarding team will then set up the integration on the Business Messages' Admin console.
• After verification, the Business Messages agent will appear in your Chat account.

Creating bots on Google's Business Messages from Chat

• While creating the bot, you can select Google's Business Messages in the first step right after naming the bot.

Note: To know more about setting up a bot flow, read this article.

Assigning conversations from Google's Business Messages to your bots and Agent Groups

• You can now map this Business Messages agent to a Topic in Freshchat.
• You can edit the Topic, choose to trigger a bot to answer questions or assign it to a group for direct agent interaction.

Message types supported in Google's Business Messenger

Please find the message types supported on Google's Business Messages below:

Yes - Supported, No - Not supported, 

NA - Not supported by Google's Business Messages. 

Please reach out to support@freshchat.com for any queries.