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Support Channels

Google's Business Messages

Google's Business Messages is a mobile conversational channel that enables customers to message a business in Google Search or Google Maps in just one click without having to visit the business' website.

Before you can connect Google's Business Messages with Digital Connect, you need to have a Google My Business account.  Here's how you can setup your Google My Business Account.

Once you’ve verified your business, you can continue with connecting your Google's Business Messages channel in your Digital Connect account.

 

What is Google's Business Messages?

Business Messages is a mobile conversational channel that business to quickly reach new customers searching for you on the Google Search or Maps.

Does Google's Business Messages support rich media format?

Google’s Business Messages support rich media like images, rich cards and carousels.

How quickly should I respond to Business Messages

Google expects you to respond to each message within 24 hours, 95% of the time. This may promote trust and encourage engagement with your business. To support timely responses, Google  may deactivate Business message feature for your business if you don’t respond within the time frame.

Is there a time limit on restarting a conversation with Business Messages?

Google now requires that all Business Messages be responded to within 30 days of the user's last message. In the Digital Connect Inbox, Google Business Messages that have not been responded to within 30 days will be marked as Expired. Agents can filter to Expired conversations in order to see Google messages for which responding is disabled.

You can now enable your potential customers to contact your business directly from Google Search and Google Maps. Once installed, Business Messages will be available as customer support channel to start live chat between your agents and customers.

Note:  For now, Google's Business Messages are only available for people that search on their mobile phones (Android and IOS) and only supports text messages and images. For the best interaction experience, follow the  Google's Business Profile messaging guidelines

To set up access to Business Messages, you must have the following checklist ready:

  1. A Google My Business account.
  2. The Channel name in Digital Connect.
  3. The URL of your company’s website.
  4. The URL of your company’s privacy policy.
  5. The name and email address of a suitable contact person. Make sure that the email address uses your company’s domain and that you have access to it, as Google may send information to it during the verification process.
  6. The URL of your company’s logo. Make sure that the dimensions are 1024px x 1024px, and that the file is in .png or .jpg format. It also needs to look good when cropped to a circle! You won’t be able to change your logo later.
  7. Copy for the automated welcome message, e.g. ‘Thanks for reaching out to abc  company, an agent will be with you shortly.
  8. Your business’s hours of operation.
  9. The locations where you want GBM to be displayed.

To get started with Business Messages, you must have a Google My Business profile attached to your Digital Connect account. If you do not have a Google My Business Account then first create your Google Business Profile  and watch the video tutorial for assistance then continue with the on-boarding process below.

Access to Google Business Messages

Once you have everything ready on your checklist, follow the steps below.

  • Click on Channels on left side navigation, and then click on Google Business Messages.

  • Click on the Add (+) icon
  • Since you already created the Google Business Profile and have the checklist ready hence, Click on I have a Google My Business account.
  • You will redirected to google sign in page and select the account where you have created your business profile.
  • Select both the checkbox otherwise you will not be able integrate Business Messages.
  • You will now be redirected to the Digital connect to be setup your company's business profile.
  • Enter your Channel nameAgent NameWebsite URLPrivacy Policy URL, and the Name and Email Address of your company’s contact person and then click Next.

  • Now, you’ll set up your conversation settings. Enter the URL of your company’s logo, the Welcome message and Offline message  that you would like to send to customers when they reach out to you via GBM, up to five Conversation Starters, and select your Local Language. A preview, including your logo, brand name, and the welcome message will be displayed on the right-hand sign of your screen. When you’re happy with how it looks, click Next.

  • On this screen, you’ll configure your Timezone and Business Hours. You can adjust the exact times and days that you’ll be available to accept messages via GBM. Once you’re done, click Next.

business hours

  • Now, to enable GBM on Google Maps, select your business locations from the Locations list. Check the boxes next to every location that you want to include. Once you’re done, click Next.

    locations list

  • Finally you are ready to launch! Choose WebAndroid Maps or iOS Maps, (depending on your smartphone’s OS), and scan the QR code to send your first message to start testing GBM.
  • If you’re happy with your test, click Launch on Google. One you launch, the GBM chat button will appear on Google in a few hours  and your customers will be able to start messaging you!

Note: If you wish to have multiple brands on Google Business Messages, we advise you to create a separate channel per Brand.

Facebook Messenger

Many customers use Facebook Messenger to engage with businesses. In this article, you will learn how to add Facebook Messenger as a Digital Connect channel.

To add Facebook Messenger as a channel, simply follow these steps:

  • Click on Channels on left side navigation, and then click on Facebook Messenger.

    channels

  • Click on  (+) button. and it will prompt the modal window asking you to proceed with your Facebook login. 

    Screenshotlogin

  • You will now be redirected to the Facebook authentication page where you need to log in or in case if are already logged in,  continue with you business profile by
    clicking 'Continue as.........'

    support channel contune as

Make sure you are logged in to your business page and not your private account. You can switch accounts by clicking 'Log in to another account'.
  • You will now see all your pages for your business. You will be able select the pages you wish to integrate with Digital Connect under All Pages and click Next:

    Facebook pages1

  • Allow the following permissions and click Done.

    allow permissions1

  • To Complete integration click OK.

    complete integrate

  • Facebook Messenger is now installed as a channel. Head back to your Channels you will see that your Messenger channel has been added.

    integrated pages list

    You can now begin using Facebook messenger as a support channel from your chat manager. All new messages will be automatically visible in your Inbox and you can view incoming messages and reply to your customers without switching multiple tabs!

    inbox messenger

Businesses will have up to 24 hours to respond to a user. Messages sent within the 24 hour window may contain promotional content. We know customers expect businesses to respond quickly, and businesses that respond to users in a timely manner achieve better outcomes. We highly encourage businesses to respond to customer's queries as soon as possible.

Reauthorize your Facebook Messenger account

Digital Connect may at times lose connection to your Facebook Messenger account. This may happen when you change your account password, but it could also happen randomly due to API problems at Facebook's end.

You can apply the following steps to reauthorize your account:

  • Follow the same steps as described in this article. The only exception would be to add new login credentials when prompted and you're done!

Instagram

To add Instagram as a channel, follow these steps.

Requirements

The Instagram Channel requires your Instagram account to be an Instagram for Business account, connected to your Facebook company page.

Before you proceed, Please ensure that you fulfill the mandatory requirements to add the channel.

Steps to add Instagram as channel

  • Click on Channels on left side navigation and then click on Instagram.

    channels

  • Click on  (+) button and it will prompt the modal window  highlighting mandatory requirements for installing the Instagram channel. Click Continue

  • On the next modal, Click on "I have an Instagram Business account" checkbox and Click Continue
    I have an account
  • Click on I understand and confirm the above checkbox and Click Continue (Please ensure  that the Instagram Account is a Business Account and connected to a Facebook Page)

    I understand

  • On next modal, Click Allow Access to Messages  and press Continue ( Please ensure that this option is enabled on Instagram App Settings > Privacy > Messages > Allow Access to Messages )

    access to messages

  • On the next screen, Click Facebook Login and enter your login credentials. 
    facebook login
  • If you are already logged in then click Continue as or Edit Settingslink conversational
  • On next screen, You will see all your Instagram accounts and Facebook pages for your business. You will be able select the Instagram account and Facebook page you wish to integrate with Digital Connect and click Next

    select IG account

  • Allow the following permissions and click Done

allow permissions

  • To Complete integration click OK

integration done

That's all. Instagram is now installed as a channel. Head back to your Channels you will see that your Instagram channel has been added.

welcome to channels-final screen

You can now begin using Instagram as a support channel from your chat manager. All new DMs and Story mentions from your Instagram community will be automatically visible in your Inbox and you can reply to them without leaving the platform.

Before you can add Instagram channel, you have to make sure that you fulfill the following requirements.

  1. Your Instagram account must be registered as a Business account
  2. The Instagram account must be connected to a Facebook page
  3. You must allow access to Messages of Connected Tools

How to link your Instagram profile to a Facebook Page

  1. Log into your Instagram Business profile on a mobile phone.
  2. If you haven’t already, convert your Instagram profile to a Professional Account — and set it to Business.
  3. Click Edit Profile, then click Switch to Professional Account and follow wizard by tapping on Continue
  4. Select Category that best describes your business and press OK to confirm.
  5. Click Connect or Create.
  6. You can choose to connect an existing Facebook page or create a new one.
  7. If you aren’t already logged into your Facebook account, do it now.
  8. You’ll be prompted to set up your Accounts Center.
  9. Click Yes, Finish Setup.
  10. Select the page that you want to connect the profile to, or create a new one.
  11. Click Done to complete the process.

How to allow ‘Access to Messages’ on Instagram

  1. Log into the Instagram profile on a mobile phone.
  2. If you haven’t already, convert your Instagram profile to a Professional Account — and set it to Business.
  3. Go to Settings then click Privacy.
  4. Click Messages.
  5. Click the toggle so that Allow Access to Messages is enabled.

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