Best Practices Google Business Messages

If you have reached this article, it is because you already know that Google Business Messages is an assertive and wide-ranging channel, which can greatly enhance your business, right? What we intend to explore here are the best practices for using the channel, what information is essential for carrying out the process and what should be avoided. Remembering that to activate the channel, it is necessary to follow the step by step described in this article.

Shall we go to good practices?

Before the agent is published, Google validates some information and, despite having a simpler activation process than other channels, it is a company that values ​​a lot for what it requests. Therefore, it is important to pay attention to:

Business email with the same domain as the website: it is not possible to use an email that is @outlook.com or @gmail.com, for example. It has to be a company, business domain email.

When is it validated? To verify your agent, Google will send you a validation email that needs to be answered by you, via a commercial email with the same domain as the website, authorizing Take Blip as your official Business Messages partner.

• Agents that have “test” in their name or names that are not directly related to the company name will not be verified.
• The Logo URL must be in a public domain, it cannot be in folders with restricted access. Your logo can be tested through this link. Dimensions 1024 x 1024 px, jpg, jpeg and png extensions accepted.
• Note that the “welcome message” is an input sent by the google agent, prior to the bot flow.
  The use of buttons is only recommended when correctly configured within the bot flow. Example: by clicking on the "shopping" button, your customer is directed to the brand's products, or to the part of the flow referring to that subject.
• The privacy policy must be hosted on the company's website (eg https://companyname.com/privacypolicy) and must be valid content, that is, this page of your website cannot be blank.
• If the entry is “Located” (agent associated with one or more business addresses), make sure the place(s) ID submitted has been verified on Google My Business. If you have already been verified, find your Place ID here.
• It is mandatory to have information about human service, inform days and times when filling out the channel activation form. No possibility of human assistance? No Business Messages for your smart contact. 😥

Did you check all these points? Started the activation process? We have some additional tips on how to use Business Messages.

• 
  Avoid requesting sensitive data (credit card number, CPF or other document numbers) and access credentials, such as passwords, from customers.
• Respond to users as quickly as possible, avoiding wear and tear on their part.
• Stay focused: Don't send messages irrelevant to the current conversation. For example, messages about a product or service unrelated to the original request, repeated messages with no response from the user, or messages that are excessively long, or excessive use of emoticons and URLs.

It is important to align the tone of the conversation for the user who arrives through the channel, which is often different from a user who comes through the other channels that your company has available. For you to evaluate how to make your customer experience more profitable, we have the article on advantages and disadvantages of using the same chatbot for GBM and other channels.

Any questions, please contact cs.blip@take.net. 

For more information, visit the discussion on the subject in our community or the videos on our channel. 😃