Google’s Messaging tool gives businesses an easy way to engage with potential customers in real time. Available exclusively to merchants that use Google My Business, Messaging gives people a way to get in touch without picking up a telephone or relying on email.
Instead, online visitors can contact the business in real time through the merchant’s business profile on Google. In order to use Google’s Messaging feature, merchants must enable notifications in the Google My Business app, turn on Messaging, and agree to reply to all new messages within 24 hours. Merchants who do not reply to messages in a timely fashion risk having this feature deactivated and the message button removed from their business profile.
Currently, the only way for merchants to view and respond to customers who reach out via Messaging is to log in to the Google My Business app, so it’s important to make sure the app is available on your phone if you’re planning to use Messaging.
The Messaging feature is not well supported today for multi-location businesses. If you're looking for a better option meant for multiple locations, a company like Brandify can help. Messaging Guidelines for Merchants To get the most out of Google’s Messaging feature, follow these best practices:
To learn more about using Google’s Messaging tool, read Google’s official messaging guidelines.