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

 

How to turn on messaging

To turn on messaging:

  1. Open the Google My Business app.
  2. If you have multiple locations, open the location you'd like to manage.
  3. Tap Customers.
  4. Tap Messages.
  5. Tap Turn on.

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

How to turn off messaging

To turn off messaging:

  1. Open the Google My Business app.
  2. If you have multiple locations, open the location you'd like to manage.
  3. Tap More, then tap Settings.
  4. Tap Messages.
  5. Next to “Turn on Messages,” turn off the switch.

You can turn on messaging again at any time.

How to block or delete a conversation

To block an existing conversation:

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

 To delete an existing conversation:

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

 

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