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Connect With Customers and Win More Sales With Google Messages


Seventy-four percent of internet users prefer using chatbots when looking for answers to simple questions. Additionally, sixty-nine percent of consumers prefer to use chatbots because they provide instant responses. As a multi-location enterprise, chatbots are a must. 


If your brand is already leveraging chatbots, good! You’re using a communication channel consumers want. If not, it’s time to consider a chatbot solution. Whether you’re leveraging chatbots or not, finding a solution that can implement chatbots across multiple search and social platforms and on your website is critical.


While you can find more information on how to develop a comprehensive chatbot strategy with our blog, this piece will focus on Messages by Google. Within this blog, we’ll explain what Messages by Google are, how to find them, and why it’s essential to find a chatbot solution that integrates with them. 


An Intro to Messages by Google 


Messages is an SMS, rich communication services (RCS), and instant messaging application developed by Google. People can leverage Google Messages for personal use or to connect with businesses. 


In this article, we’re focusing on Business Messages by Google, which allows current and potential customers to communicate with brands through Google Search and Maps. 


Google explains that it created Messages to connect with businesses in more ways than ever. Customers can chat with support, get answers to any questions, and more, all within the platform, as you’ll see in the example with Walmart below. 

An example of Walmart's chat functionality on SMS


Now that you know what Messages is and how it can be used, let’s look into where this chat functionality appears on Google.


Where to Find Business Messages by Google 


Google users can find the chat functionality in a variety of ways. Let’s briefly look at each! 


1. The chat functionally can be found in a business’ Google Business Profile (GBP).


An image showing the chat functionality in a local GBP listing for Walmart


2. Google’s local pack  also provides options for customers to chat with businesses ranking in the local pack and that have Google Messages enabled.


3. It appears in the “featured snippets” section of relevant searches.


4. When searching in Google Maps, the chat functionality can also appear.


An image highlighting the chat functionality within Google Maps for Walmart


5. Lastly, your business can create a URL that links directly to your Google Business Messenger.


As a business, you can see these messages through your GBP. Owners of your GBP will receive an email notification that your business received a message. It’s important to note that Google sets a 24-hour time limit to respond to messages, so staying on top of them is critical! 


Setting Up Messages on Google 


Now that you know that Messages is something your business should leverage, how do you get started? Your business can manage and leverage Google Messages through your GBP or through a chatbot solution that supports Google Messages. 


When getting started on GBP, your brand should go to “Customers” in your GBP and select “Messages.” 

An image highlighting where to find messages in a GBP


There, you can access “Message settings” and turn your messages on. Once your messages are on, you can add a welcome message and answers to frequently asked questions. 


An image showing the option to turn on your chat with Google Business Messages


After doing so, you should be able to start receiving messages in your GBP. 


Benefits of Using a Chatbot Solution


As you can see, Google Business Messages can help consumers better connect with your local businesses on Google Search and Maps. So, where does a chatbot solution come in?


The benefit of using a chatbot solution is that, with the right tool, you can manage your chatbots across multiple channels rather than managing conversations on Google, Facebook, your website, and more, all separately. 


Many chatbot solutions also use advanced machine learning and natural language processing to deliver a localized and conversational chatbot experience, saving your team time and effort rather than manually filling in answers for frequently asked questions across multiple channels. 


Finding the Right Chatbot Solution 


As you can see, finding a solution that helps you manage your business’ chatbot functionalities across multiple locations and platforms is easier than managing each location’s individual chatbot. With so many options available, how do you know you’re choosing the right solution? SOCi is here to help! 


SOCi SmartBot is the first of its kind. This Facebook/Meta Messenger, Google, and SMS Messaging chatbot delivers localized, proactive responses to commonly asked questions and can drive call-to-actions, including calls, website clicks, appointment setting, purchases, and more! 


With SOCi Smartbot, your brand can quickly respond to messages received on Google, Facebook, and beyond — delivering 24/7 customer care. 


A white hand holding an iPhone with a facebook post and message. A second iPhone screen showing a conversation on SOCi's SmartBot


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Darcy Bickham

As SOCi’s Content Marketing Manager, Darcy Bickham specializes in creating the strategy and developing the content around both localized and digital marketing trends for the SOCi brand. Through her content writing, Darcy has helped to position SOCi as the marketing platform for multi-location brands.

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