Google Business Messages
Connect with consumers on Google Business Messages
Unlock the potential of the Conversational Cloud to engage seamlessly with Google Business Chat users. Streamline your interactions and broaden your brand's influence on this cutting-edge messaging platform effortlessly.
Follow the steps below to add Google Business Chat to the Conversation Cloud:
1. Adding Google Business Chat to the Conversation Cloud
Log into your Conversation Cloud account and click Channel Setup under the Manage tab in the hamburger menu.
The Channel Setup page appears.
Scroll down to find the Google Business Messages option and click Get Started. The Google Business Messages integration wizard appears.
On the Google Business Messages integration wizard click Get Started. The Terms and Conditions page appears.
Agree to the terms and conditions and click Next. The Google Business Messaging Setup page appears.
The brand must set up a profile for their organization to add and use Google's Business Messaging service.
Click Sign-in With Google. The Choose an account page appears.
Select the brand's Google account. The access page appears.
Provide access as required and click Continue. The Select Brand page appears.
Select the brand account and click Next. The Edit Brand section of the setup appears.
2. Editing Brand Connector
Provide the required information:
- Display Name: Provide the name to be displayed in the chat window.
- Logo URL: Provide the URL to the logo image. Click Test URL to test the link.
- URL Display: Displays the logo image provided in the Logo URL.
- Phone Number: Provide the brand's business phone number.
- Chat Window Display: Displays a mockup of the chat window with the display name and logo.
Click Next. The Conversational Settings section of the setup appears.
3. Defining Interactions
Provide the conversational settings for the Google Business Messaging agents in the page:
- Language: Select the required language from the dropdown menu.
- Default language: Check the box to confirm if the selected language is to be your default.
- Welcome Message: Input into the field a greeting message.
- Offline Message: Input into the field a message to let the customer know that you are offline.
- Link to Privacy: Provide the URL to the brands privacy policy. Click Test URL to test the link added.
- Input Conversation Starter 1: Input into the field a message to start a conversation with the customer.
- Add more conversation starters: Click to add additional conversation starter fields.
Click Next. The Agent Interactions page appears.
Provide the human agent availability information:
- Always available: Click to select if the agent is available for chat at all times.
- Days of the week: Click to select the days that the agent is available.
- Time schedule: Input in the fields the timing that the agent is available for each day.
Click Next. The Entry points section of the setup appears.
4. Selecting Entry Points
Provide the required information for the Non-Local Entry Points:
- List of Domains: Input into the field the URL for the brand's website.
- Add Another Domain: Click to add additional fields to input multiple URL's.
- Contact Us URL: Input into the field the URL that customers can use to reach the brand.
- Contact Options: Select the contact options available with the URL added above, at least 1 must be selected.
Scroll down the same page to provide further information.
- All Regions: Select if the brand brand is allowed to launch on non-local entry points in every region of the selected country.
- Select Country: Input and select the countries where the brand is allowed to launch non-local entry points.
- Phone Number: Input into the field the phone number for the entry point.
- Call Deflection Phone Number: Input into the field the phone number that the call is to be deflected to.
- Add Another Phone Number: Click to add additional phone number fields if required.
Click Next. The Brand-managed Entry Points page appears.
Provide the required information for the URL entry point:
- Generate Link: Click to generate a URL entry point link.
- URL: Copy the link to be used as entry point.
- Website Embed Code: Copy the code to be added to add to website or emails to share the entry point.
- QR Code: Displays the QR code to be used as an entry point.
Click Next. The Location Entry Points page appears.
Click Sign-in With Google and proceed to sign in to the brand's account. Once signed in you can select and unselect locations to be used as entry points.
Click Next. The Configuring Connector section of the setup appears.
5. Configuring Connector
Provide the required information to configure the connector on Conversation Cloud:
- File Sharing Configuration: Click to disable file sharing.
- Agent Configuration: Click the respective option to display agent name and image on the message.
- Survey Configuration: Click to ignore adding Google survey to the URL entry point.
- OAuth Token URL: Provide OAuth Token URL here, if available.
- OAuth Client ID: Provide OAuth Client ID here, if available.
- OAuth Client Secret: Provide OAuth Client Secret here, if available.
- OAuth Endpoint URL: Provide OAuth Endpoint URL, if available.
Click Next. The Skill Routing page appears.
Provide the required information to define the skills for the connector:
- Skill Routing: Select Configure Skill Routing if routing is to be done here, in case routing is to happen with Campaigns or Bots select Use Other Skill Routing.
- Create new Skill: Click to create a new skill within the page to be used for routing.
- Target Skill for Entry Points: Select the skill to route new conversations from Google Maps from the dropdown menu.
- Target Skill for Non-Local Entry Points: Select the skill to route all Google Business Messaging connectors in your Liveperson account.
Click Next. The Testing section of the setup appears.
6. Testing Links
Utilize the provided links and QR code to test the connector:
- iOS Link: Click to copy or open the Google Business Message for iOS devices.
- iOS QR Code: Scan the code to open a conversation on an iOS device.
- Android Link: Click to copy the link for the Google Business Message for Android devices.
- QR Code: Scan the code to open a conversation on an iOS device.
Click Next. The Summary section of the setup appears.
7. Verifying Connector
Scroll through the page to ensure all the details are as required.
Click Verify Agent. Google Business Messaging support will send confirmation mail.
Proceed back to the Google Business Messaging setup for launch.
8. Launching Connector
Once verified, click Launch.
The Google Business Messaging setup is completed and the connector has been launched on Conversation Cloud.
9. Configuring Connector on Houston
Navigate to https://supportal.lpnet.com/#/. The Supportal page appears.
Click Houston. The Mission Control page appears.
Scroll below and click Messaging Gateway V2. The Messaging Gateway V2 page appears.
Click GBM. The GBM connector page appears.
Provide the required information:
- Name: Input a temporary name for the connector this will be replaced with an auto-generated name.
- Business ID: Provide the Business ID from the brand's Google Business Account.
Click Create. The connector is successfully configured on Houston.
10. Adding Skills on Houston
Navigate to https://supportal.lpnet.com/#/. The Supportal page appears.
Click Houston. The Mission Control page appears.
Scroll below and click Skill Selection. The Skill Selection page appears.
Click Add rule and provide the required information:
- Order ID: Provide the order ID for the new skill.
- Selected Skill: Select the required skill from the dropdown menu.
- Description: Provide a description for the skill as required.
- SDE Name: Select PersonalInfo or CustomerInfo as required for verification from the dropdown menu.
- Field Path: Select the appropriate option from the dropdown based on the SDE name.
- Value: Input the value as required for verification of skill routing.
Click Submit Changes. The skill rules are saved.
You have successfully configured and added Google Business Messages to the Conversation Cloud.