Message and Chat Desktop Access
Once you login (how to login) to your Google Business Profile via your desktop computer, you’ll see the “messages” icon. After clicking it, you’ll see options. We’ll explore each option within the “messages” module in this Chapter.
Chat Settings
Turn On Chat. Use the toggle switch to turn chat on or off.
Send Read Receipts. Use the toggle switch to turn this on or off.
Welcome Message. See section below.
Add FAQs. See section below.
Chat Turned On
You’ll see this screen after you’ve successfully turned on chat.
Welcome Message
Google enables you to customize a message that people initiating chat will see. Here’s where you do that.
Adding Chat FAQs
Beneath the welcome message. Google provides a section to add up to 10 FAQs.
Click the “>” to open the screen to add them.
Add Each FAQ
Enter the question first, then your answer. Repeat this for up to 10 FAQs.
Google attempts to suggest one of your FAQs as the visitor starts typing.
Chat Inbox
Google provides an inbox for chat messages. Click on the chat you wish to open along the left side of the chat window.
Read the initial welcome message from Google.
No Messages Yet
Before you start receiving chat messages, you’re message inbox will display a screen that looks like this.
Third Party Chat
Google enables third party chat services to integrate into the Google Business Profile chat / message application.
The third party chat service will assume communication roles, which will render Google’s message interface inaccessible. The third party chat simply replaces the Google chat/message system
Our 3rd Party Universal Inbox
Before you start receiving chat messages, you’re message inbox will display a screen that looks like this.
Message and Chat Mobile Access
Access Chat Via Customer Button
If logged into your Google Business Profile, via your mobile phone, you’ll see the “customer” button. The chat / message module is accessible within the “customer” section.
Messages Section
Click the “messages” link to access the chat / message module.
Message Inbox
You see an inbox with all your chats. Click the chat you want to enter.
Google Welcome Message
You’ll receive a welcome chat message from Google. This message is your first indication that chat is functioning properly on your connected mobile device.
Each chat conversation will resemble the illustration shown.
Note. If you enable a third party integrated chat service, your chat conversations will take place within that third party application and not here on the Google Business Profile chat module.
Request A Quote
This tells you the number of calls that were initiated from your Google Business profile during the time period selected.
How It Works. If the “Call” feature is available for your business and you turn it on, Google provides a call forwarding number that’s different from the one on your profile, so that Google can track the calls (and only calls, text is not included). Google considers calls answered and calls sent to voicemail as “answered”.
Call Trends Chart.The chart makes it easy to see trends and compare the number of calls over various timeframes.
How To Use This Information. Depending upon your interactivity, you can assess the effectiveness of offers and posts you add to your profile. Are they increasing calls? Similarly, you can see if the addition of new products and services impacts the number of calls you receive.
Call History. Step by step instructions for turning on Call History and specific details about Call History can be found in Chapter 12 of this Guide by clicking here.
Message Performance
Messages Sent Chart. A monthly chart of messages visitors sent from your Google Business Profile.
Message Response Rate. This represents the percentage of messages you’ve responded to.
Average Response Time. The shows how quickly you respond to messages.
Detailed performance metrics on your message activity can be found in Chapter 15 of this Guide by clicking here.
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Chapter 9: How To Add Photos To Your Google Business Profile
In this chapter we guide you through the process of adding photos, adding your logo and adding a cover photo to your Google Business Profile.
Next Chapter >
Chapter 11: How To Activate Quote On Your Google Business Profile
Google makes the “Get A Quote” button available to select businesses based upon their industry. If you’re eligible you’ll see the ability to turn it on. This chapter walks you through the process.
