Messaging in the Google My Business app

The Google My Business app lets you respond to messages from customers who find your business listing on Google. Responding to customers can help you answer their questions, tell your business's story, and attract more people to your location.

Eligibility

Messaging with customers in the Google My Business app is currently available to select merchants in select countries.

How it works

Once you turn on messaging, customers will see a "Message" button on your Google My Business listing. Customers will then be able to message you at any time.

  • Messages will appear in the Google My Business app, and you’ll receive notifications for incoming messages. 
  • You can customize the automated welcome message that customers will see when they message you.
  • If multiple people own or manage your Google My Business listing, each one can message with customers.
  • Customers may see your name and profile photo from your About me page.

Note: The following features are currently not available in the Google My Business app:

  • Using a third-party system, like custom SMS routing, to manage your messages. If you're interested in the messaging API (currently in closed beta), you can join the waitlist.

 

How to turn on messaging

  1. On your Android phone, open the Google My Business app My Business.
  2. If you have multiple locations, open the location you'd like to manage.
  3. Tap Customers and then Messages and then Turn on.

Once you've turned on messages, you can return to Customers and then Messages to see all messages chronologically.

How to turn off messaging

  1. On your Android phone, open the Google My Business app My Business.
  2. If you have multiple locations, open the location you'd like to manage.
  3. Tap More and then Settings and then Messages.
  4. Turn off Turn on Messages.

You can turn on messaging again at any time.

How to block or delete a conversation

To block a conversation:

  1. On your Android phone, open the Google My Business app My Business.
  2. If you have multiple locations, open the location you'd like to manage.
  3. Tap Customers and then Messages.
  4. Open the conversation you want to block.
  5. Tap More More and then Block. The conversation will be blocked, and you'll no longer receive messages from the customer.

 To delete an existing conversation:

  1. On your Android phone, open the Google My Business app My Business.
  2. If you have multiple locations, open the location you'd like to manage.
  3. Tap Customers and then Messages.
  4. Open the conversation you want to delete.
  5. Tap More More and then Delete. The conversation will be deleted from your device (but won't be deleted from the customer's device).

See average response time

To encourage more frequent responses to customer messages, you can see insights based on your responsiveness to messages. You can see your insights if you have messaging enabled in your Google My Business app.

These insights will display the average wait time for a message response using the last 28 days of data. All insights will be private to you and won’t be shared with your customers.

To see your messaging insights:

  1. On your Android device, open the Google My Business app My Business.
  2. Tap Customers and then Messages.
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