Google's Business Messages - Infos und Setup (en)

Overview

In 2020, Google introduced a completely new communication channel: Google's Business Messages. With this new messaging feature, customers can contact businesses listed in Google Search or Google Maps with just one click. The same applies to travellers looking for the right hotel. With Google's Business Messages, potential guests can write a message to their hotel without having to visit the hotel's website. So far, Business Messages are only available for mobile search.

Current entry points

Setup - Approach

The setup of Google's Business Messages for a DialogShift chatbot follows these steps and takes about 7-10 days:

  1. DialogShift needs the exact spelling of the brand name of each hotel
  2. DialogShift requires a square logo or icon for use in chat. (Google requirements: exactly 1024x1024px, max. 60Kb, PNG or JPG

3. DialogShift starts the approval process with Google. To do this, Google contacts a brand manager of each hotel by email to confirm the logo and spelling of the brand name.

4. DialogShift starts the approval process for each location entry in Google My Business to which the chatbot should be assigned.

5. After confirming these points, the chat function goes live. An algorithm at Google decides in which form and where the chat option is displayed to the user. 

6. After some chats, Google sends the user a questionnaire to evaluate the chat experience.

Google evaluates the user satisfaction of chat usage:

For the permanent use of Google's Business Messages, the following values must be achieved by the hotel:

User satisfaction > 80% (however, the calculation is not known)

Over 95% of all chat messages from users need to be answered (automatically by the DialogShift chatbot or manually in the case of a live chat).