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Google has launched the Messaging feature in Google My Business app to let customers reach out to your brand via messaging. You can respond to messages from customers who find your business listing on Google. You can answer their questions and attract more people to your location. All Google My Business users can add messaging to their listing which will show up in both Google Search listing and Google Maps listing and will let mobile searchers text them directly from the listing itself.

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You can add your Google Business Messaging account in Sprinklr just like any other business account. While adding the account, you will need to mention your Business ID provided to you by Google at the time of registering the account. Once you set up your Google Business Messaging account, you can receive, view, and reply to your messages directly through Sprinklr. For more information, see Add a Google Business Messaging Account.

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Google Business Messaging feature is embedded for location-based Google searches. For example, if you search for any store on Google Maps that has the Messaging feature enabled then you can see the Message option along with the Call and Directions options.

Primary Value Drivers of Google Business Messaging

• Call Deflection - Reduces the number of calls that you receive and provides online messaging support to solve your customers’ product or service queries.

• Immediate, Seamless Engagement - Lets your customers easily connect with you across Google Search and Maps giving them immediate access to find the answers they want.

• Increased CSAT - Allows customers to contact you in a simple, quick, and convenient way, giving them seamless experience and hence resulting in increased satisfaction.

Google Business Messaging Capabilities in Sprinklr

If you are interested in leveraging Google Business Messaging, please reach out to your Success Manager as each customer must be approved by Google.

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You need to have the Attach Photo permission in order to publish the images from Sprinklr. For more information, see Add a Role.

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Authenticate Users with OAuth 2.0

In Google Business Messaging conversations, you can send the authentication request to your customers prompting them to sign into an OAuth provider. Configure a Case Update rule in Rule Engine and add action Send Authentication Request under Actions To "Google Business Messaging Actions". OAuth allows agents to verify users' identities and to provide personalized information in conversations in a secure way. By having users sign into a trusted OAuth provider, agents can access user data that can help provide quick answers through automation and save time for live agents.

Note: It is supported only for iOS devices. To learn more about getting this capability enabled in your environment, please work with your Success Manager or reach out to Support at tickets@sprinklr.com.

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Google Business Messaging

Within Care Console, you can monitor conversations and engage with customers on the Google Business Messaging channel along with many additional features. 

You can set up a column for Google Business Messaging to see unanswered questions, track complaints/feedback, add internal notes to posts, check on posts that are yet to be assigned, take action on messages, etc.

You can also leverage all the Sprinklr AI capabilities like Intuition Moderation (engageable, non-engageable), Smart Alerts, Smart Responses, CSAT Score, etc

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Google has added support to add their Business Messages widget to your brand website. So if your customer sends a message from these widgets, you will be able to capture Widget Context and Widget URL as channel custom properties in Care Console. For example, if a brand has multiple accounts, the widget will have data stored as a differentiator for each.

Widget Context - Widget specific context value, such as a value relevant to where the widget is shown on the page. (To be added with Base 64 encoding by the customer in widget HTML, decoded and shown in Sprinklr)
Widget URL - The URL of the website from where the message originated