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Google Business Messages - integrate with Web1on1

Connect GBM with your messaging platform and allow customers to contact you directly from Google Maps or Google Search on their mobile phone.

NOTE - This service is being withdrawn by Google on July 31st 2024, after which no new conversations will be received. 

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Connecting Google Business Messages to your Web1on1 messaging platform means that anyone can message your company using their mobile phone while using Google Search and Google Maps. 

Google Business Messages

75% of consumers prefer private channels for service. Google’s Business Messages helps route service phone calls to chats.

Activating Google Business Messages in Web1on1

Step 1: Pre-requisites

Make sure the following information is first set up in your organization configuration in the Web1on1 messaging platform as these will be used in the set-up process. Go to Organization > {your organization} > Configuration.

  1. Profile: Upload your company logo. It must be at least 1024×1024 pixels and look good when cropped into a circle. Importantly, the logo needs to be the same as the one that appears on your website.

  2. Profile: Set the display name as you want it to appear in conversations with users.
  3. Website: Type in the URL of your company website
  4. Country: Set your country location, as this will be used to set up the GBM integration.
  5. Display language: Set this to your country language
  6. Timezone: Set this to your local time.

You will also need:

  1. Admin rights to your account on Google My Business;
  2. A company email address that matches the domain on your Google account to receive several emails that will need to be processed manually during the GBM setup process;
  3. To have verified your business on Google. You can read more about verification here.
  4. To add all your locations to the Web1on1 organization;

  5. The URL of your company's Privacy Policy.

Step 2: Create the GBM integration in Web1on1

Go to the Channels section of the Web1on1 messaging platform from the left-hand navigation panel.

Organizations > [your organization] > Channels

Toggle the Google Business Messages channel to 'Activate'.

Toggle GMB

Upon toggling the service on, you will see a form:


Now fill out the form with your company details.

  • Location: Use the drop-down menu to select all the locations for which you'd like the chat to appear on their Google entry.
  • Welcome Message : Free form text that will be displayed the first time an end user starts a chat with your brand
  • Starter: Suggested starter message for the end user, it must be short with a 45-character limit
  • Privacy URL: Paste in the URL of the privacy policy on your company website.
Finally, click Create Service to send the request to Google for verification.

Step 3: Verification

After clicking the Create Service button, you will immediately receive two emails sent to the email address provided containing instructions to verify the application we created for you.

Email one: Google will send you an email containing a security key unique to you. Copy or make a note of this number, as you will need it to respond to the information in the second email.

Email two: Google will request permission for Web1on1 to send messages on your behalf and validate that the information provided is correct.

To grant your approval, you will be asked to reply to the email, pasting in the following message and adding your information:

“I, [name of brand employee] and [title of employee], grant Web1on1 the right to send Business Messages using the information specified in this email. Security key: [Google-provided security key from separate email]”

Google will confirm your verification by email within a few days. Wait for your approval by email or view the current status in Web1on1 and correct any issues if necessary. 


Routing chats to the correct place

1. Route your Google chats to a specific conversation inbox

Now that your chat link is in place, you will need to make sure that someone is there to respond to any chats initiated through Google in a timely manner. To do that, it's important to route chats through to an active inbox in your messaging platform.

Your 'catch-all' routing rule will automatically apply to GBM, but if you prefer to route chats to a specific inbox you can set a new rule. From your left navigation go to Organizations > {select your organization} > Routing   

Step 1: Click on the Create New Rule button

Step 2: Give the routing rule a name - eg Google Business Messages

Step 3: Leave the When section as it is (All of these conditions are true, and notify always box unchecked)

Step 4: In the variables, use the drop-down menus in each column to choose

message > touchpoint > in > google

Step 5: Under Then notify > Inbox, select an inbox that is monitored by your team (or Web1on1 agents). If you wish, you can also notify specific users by selecting from the Users option.

Step 6: Leave the After successful delivery section as it is (=Stop matching further routing).

Step 7: Hit the Save button.

Step 8: Move the created routing rule above the Catch-all routing rule.


2. Route your Google chats to a specific location and department

You can route a chat directly through to a specific location and department by using the WhatsaApp Concierge bot. 

Firstly, you will need to configure the WhatsApp Concierge bot in the botstore.  This page describes how to do this. 

Then, follow the routing instructions above but instead of routing to an inbox, choose the bots option to trigger the concierge bot:


Use the QR code to check chat is working

You can also check that your chat is working by scanning the QR code with your mobile phone. This will allow you to test your chat widget before the link appears on your Google entry.


After you verify a location, you can't make any updates to it. To make updates to a location after it's verified, we must contact Google.


Need help?  Contact our Support Team via our Help Center Chatbot