Messaging in the Google My Business app

Your customers can get in touch with you in real-time from your Business Profile on Google. You can answer questions, tell your story, and attract more customers to your business. Messaging works best as a conversation between your business and your customers. To ensure the best experience for your customers, follow the messaging guidelines.

Response time requirement

The following requirement is for any business that uses messaging on Google My Business.

When you receive a new message, it’s important to reply within 24 hours. This may promote trust and encourage engagement with your business. To support timely responses, we may deactivate messaging for your business if you don’t respond within the time frame. 

How it works

Once you turn on messaging, customers will find a "Message" button on your Business Profile, and 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 get when they message you.
  • You can share photos with your customers through messages.
  • If multiple people own or manage your Business Profile, each one can message with customers.
  • Customers may find your name and profile photo from your About me page.

If you're interested in the messaging API (currently in closed beta), you can join the waitlist.

Turn on or off messaging

  1. On your Android phone or tablet, open the Google My Business app.
    • If you have multiple locations, open the location you'd like to manage.
  2. To turn on or off messaging:
    • Turn on: Tap Customers and then Messages and then Turn on.
      • Once you've turned on messages, you can return to Customers and then Messages to get all messages chronologically.
    • Turn off: Tap More More and then Settings Settings and then Messages. Then turn off Turn on messages. You can turn on messaging again at any time.

Turn on or off Google My Business app notifications

Notifications let you know when customers contact you, which is helpful to maintain your 24 hour response time requirement. If you turn off app notifications, you'll turn off all notifications, including messaging.

  1. On your Android phone or tablet, open your phone’s settings.
  2. Tap Apps & notifications and then Notifications.
  3. Under "Recently sent," turn on or off the Google My Business app. 
    • If you can't find the Google My Business app, tap See all from last 7 days. 

Block a conversation

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

Delete a conversation

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

Share photos

You can share photos of any size or format. There’s no limit to how many photos you can share at once.

  1. On your Android phone or tablet, open the Google My Business app.
    • If you have multiple locations, open the location you'd like to manage.
  2. Tap Customers and then Messages.
  3. Open the conversation you want to share photos in.
  4. Tap Photo Camera.
  5. Choose a photo or take a new one.
  6. Tap Share.

Tip: You can delete photos through the thumbnails menu.

Find average response time

Businesses can find and track their average response time in the app. You can get insights if you have messaging turned on 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. You can choose a longer time period as well. You may be able to compare average response times for similar businesses nearby. All insights will be private to you and won't be shared with your customers.

To get your messaging insights:

  1. On your Android phone or tablet, open the Google My Business app.
  2. Tap Customers and then Messages.
  3. At the top, you'll get your response time.

FAQ

What happens when messaging is enabled?

When you have messaging turned on, customers can message you at any time through the "Message" button on your Business Profile on Google. If you enable messaging for your business, you may also see a "Get quote" or “Request a booking” button in selected categories on your Business Profile on Search.
  • You’ll get notifications for incoming messages in the Google My Business app. 
  • You can customize the automated welcome message that customers get when they message you.
  • If multiple people own or manage your Google My Business listing, each one can message with customers. 
  • Customers may find your name and profile photo from your About me page.

How do I keep the message button active on Google?

All Google My Business messaging users should make sure to respond to messages within 24 hours of receiving one. If you don’t respond to your messages within a day, then to preserve the customer experience, Google may remove the message button from your Business Profile on Google. If the message is spam or of poor quality, make sure to mark it as spam. 

How is response time calculated?

Your response time is calculated by the average amount of time it takes your business to reply to new messages from customers, based on the messages you've received in the last 28 days.
  • If you’ve received fewer than 10 messages in the 28-day period, the response time will use your last 10 messages.
  • If you’ve received fewer than 10 messages since signing up for messaging, the response time will use all the messages you’ve ever received.

How is response rate calculated?

Your response rate is the percentage of new messages you responded to in the last 28 days.
  • A response only counts when it's in reply to the first message of a conversation (that is, the first message you get after at least 7 days of no communication with a given customer).
  • A response only counts if you send it within 24 hours. 
  • If you've received fewer than 10 messages in the 28-day period, the response rate will use your last 10 messages.
  • If you've received fewer than 10 messages since signing up for messaging, the response rate will use all the messages you’ve ever received.

My messaging has been deactivated. How do I reactivate it?

If you lose access to your messaging button, you can turn on messaging again. To keep the messaging button active, you should respond to all new messages in less than 24 hours. 

Are there any messages not used to calculate response time and rate?

Yes. Welcome messages and messages you've marked as spam aren't used in the calculation of response time and response rate.
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