Google Business Messaging Best Practices
Updated
Note: Google has announced that they will be discontinuing Google Business Messages on July 31, 2024. Please refer to this article for more details about this change. We understand that this change might impact your current operations, and we are here to assist you through this transition. If you have any questions or need further assistance, please do not hesitate to reach out to our support team at tickets@sprinklr.com.
Below, you'll find the best practices to use Google Business Messaging within Sprinklr.
Make sure that you do not provide or request sensitive information such as credit card, social security or other government identification numbers during a chat with customers.
Response quickly to users. Slow or unreasonable response time represents a bad user experience for customers. If no live agent is available, ensure to send an automated response with the ETA for the relevant response. Google measures time to respond (TTR) between messages. If a business is slow to respond to consumers, Google will remove their messaging button.
Do not use Google business messaging to send surveys in order to measure CSAT as you can see the insights shared by Google based on your responsiveness to messages.
Do not excessively use emoticons and URLs or send long messages or messages that are irrelevant or unrelated to the user's request.