Messaging

Google Business Profile messaging lets customers chat with you directly from your listing. It can drive leads but requires active management.

How Messaging Works

Customer Experience

1. Customer finds your listing
2. Clicks "Chat" or "Message" button
3. Types their question
4. You receive notification
5. Conversation continues until resolved

Where Messages Appear

Customers can message from:

• Google Search (Knowledge Panel)
• Google Maps
• Google Maps app

Enabling Messaging

Setup Steps

1. Go to GBP dashboard
2. Navigate to "Messages"
3. Turn on messaging
4. Set up welcome message
5. Download GBP app for notifications

Welcome Message

Automatic first response when someone messages:

Example:

Thanks for reaching out to [Business Name]! We typically respond within 1 hour during business hours. How can we help you today?

Benefits of Messaging

Lead Generation

• Low-friction contact method
• Captures customers in the moment
• Alternative to phone calls

Customer Preference

• Many prefer text over phone
• Can message outside business hours
• Keeps record of conversation

Competitive Advantage

• Not all businesses enable messaging
• Shows you're accessible
• Modern customer service

Challenges

Response Time Expectations

• Customers expect quick replies
• Google tracks response time
• Slow responses = poor experience

After-Hours Messages

• Messages come 24/7
• Need plan for off-hours
• Set expectations in welcome message

Resource Requirements

• Someone must monitor
• Need mobile app installed
• Requires consistent attention

Best Practices

Response Time

• Aim for under 1 hour during business hours
• Set up auto-reply for after hours
• Google may disable messaging if you're slow

Auto-Responses

Set up automated messages for:

• After hours
• Busy periods
• Common questions

Message Quality

• Be helpful and friendly
• Answer the actual question
• Provide next steps
• Include contact info for complex issues

Transition to Other Channels

For complex needs, transition appropriately:

• "Let me call you to discuss this in detail"
• "I'll send you an email with all the information"
• "Can you call us at [number] to schedule?"

Managing Multiple Locations

Centralized Management

• Use GBP app or dashboard
• Assign team members per location
• Create consistent response templates

Location-Specific Responses

• Know which location the message is for
• Provide location-specific information
• Transfer to appropriate team member

When to Disable Messaging

Consider disabling if:

• You can't monitor consistently
• Response times are suffering
• It's creating more problems than leads

Poor messaging experience is worse than no messaging.

Messaging Metrics

Track in GBP Insights:

• Number of messages received
• Response rate
• Average response time
• Conversation outcomes

Integration Options

Third-Party Tools

Some tools can help manage GBP messaging:

• Centralized inbox
• Team assignments
• Automated responses

Chatbots

Currently limited support for automated chatbots on GBP, but basic auto-replies available.

Key Takeaways

1. Only enable if you can respond quickly
2. Set clear expectations in welcome message
3. Aim for under 1-hour response time
4. Use auto-replies for after hours
5. Monitor metrics and adjust