{"id":4248,"date":"2021-02-16T18:30:10","date_gmt":"2021-02-16T18:30:10","guid":{"rendered":"https:\/\/wpmudev.whitespark.ca\/gmb-messaging-desktop\/"},"modified":"2024-10-28T16:04:57","modified_gmt":"2024-10-28T22:04:57","slug":"gmb-messaging-desktop","status":"publish","type":"post","link":"https:\/\/whitespark.ca\/blog\/gmb-messaging-desktop\/","title":{"rendered":"GMB Messaging For Desktop Browsers is Rolling Out"},"content":{"rendered":"<p>Google My Business has updated its Messages feature to display conversations with customers in the dashboard on desktop. This feature originally could be set up on desktop, but transitioned to in-app management only in 2018. Google <a href=\"https:\/\/twitter.com\/GoogleMyBiz\/status\/1334271773316157442\">announced the comeback<\/a> in December, but it\u2019s only starting to roll out to many businesses in the US, UK and Canada this week. Now business owners can respond to customer inquiries without needing to open the iOS\/Android app.<\/p>\n<h2>How does GMB for desktop browsers work?<\/h2>\n<p>A list of all messages appears to the right of the left sidebar menu and business owners can communicate with clients in real-time in the messaging window. The customer\u2019s Google username and photo display at the top of the messaging window, but it is not linked to their Google Maps contributor profile.<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/GMB-Messaging-in-Browser.png\" alt=\"\" width=\"\" height=\"\" \/><\/p>\n<h2>Where will I be notified of new messages?<\/h2>\n<p>Business owners can now turn on the Messages feature in the desktop dashboard and turn on web notifications as well, so you\u2019ll never miss a message! When testing this feature we found the web notifications unreliable, but the listing managers\/owners will also get an email notification of the new message and a notification from the My Business app (if they have turned on app notifications). <b>Tip: <\/b>When you reply to a message in the GMB dashboard, the name and photo <b>of the manager\/owner responding<\/b> will show as the sender. This is a strange setback of the feature and is unlike responses to Reviews or Q&amp;A, which mask the manager\/owner\u2019s identity and\u00a0 show the business as the sender.<\/p>\n<p>As a business, you may want to vet your listing managers\/owners\u2019 names and photos (to view all, open the dashboard and click <b>Users<\/b>). You could create a new Google account using your business name and logo, add it as a new manager on your listing and share it with anyone responsible for managing your listing or handling online inquiries.<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/GMB-Messaging-Settings-and-Web-Notifications.png\" alt=\"\" width=\"\" height=\"\" \/><span style=\"font-weight: 400;\">Business owners can block\/report spam messages within the dashboard.\u00a0<\/span><\/p>\n<h2>How do customers message my business?<\/h2>\n<p>There are a few factors that have to go right for someone to see the option to Message your business from your GMB listing.<\/p>\n<ul>\n<li>The business must have Messaging enabled.<\/li>\n<li>The customer must be viewing your business listing on a mobile browser or the Google Maps app (sometimes a &#8220;Request a Quote&#8221; button will show in desktop, more on that <a href=\"#request\">below<\/a>.)<\/li>\n<li>The customer must be signed into the browser\/app with their Google account.<\/li>\n<\/ul>\n<p>The option to message your business is available at the top of the Overview section of your listing on mobile next to the <strong>Call<\/strong> and <strong>Website<\/strong> buttons.<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Messaging.png\" alt=\"\" width=\"\" height=\"\" \/>A customer can see your response to their message in the Google Maps app.<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Request-a-quote-confirmation.png\" alt=\"\" width=\"\" height=\"\" \/>Don\u2019t forget that Messaging <i>can<\/i> add a \u201cMessage\u201d button as an <a href=\"https:\/\/whitespark.ca\/blog\/everything-you-need-to-know-about-google-my-business-posts\/#message\">additional call-to-action to your Google Posts<\/a> viewed on mobile.<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Message-Button-in-Google-Post.png\" alt=\"\" width=\"\" height=\"\" \/>Messaging also powers a \u201cRequest a Quote\u201d button for some business categories (like Plumber, Electrician, etc.) When a customer clicks the \u201cRequest a Quote\u201d button, they can complete a form that will be sent to your business in the Messaging feature. The form often includes a dropdown list of services (determined by the primary category) and fields to enter \u201cWhen\u201d, \u201cService location\u201d, and \u201cDetails\u201d. <strong>This form also allows the customer to check a box to include a contact number.<\/strong><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Messaging-Quote-Request-on-Mobile-Broswer.png\" alt=\"\" width=\"\" height=\"\" \/><img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/Form-for-Request-a-Quote.png\" alt=\"\" width=\"\" height=\"\" \/><\/p>\n<h2>What about multi-location\/enterprise businesses?<\/h2>\n<p>With this update, you can only manage each listing\u2019s Messages from its individual dashboard. While this may not be the ideal set up for a multi-location or enterprise business, Google did announce <a href=\"https:\/\/whitespark.ca\/blog\/gmb-messaging-update\/\">Messaging for enterprise businesses<\/a> in June 2020 and there is currently a <a href=\"https:\/\/docs.google.com\/forms\/d\/e\/1FAIpQLSfgVZm0_EnopPSmLhveZEDLO6qmbW_03QOP52SelLxsikqN6g\/viewform\">waitlist<\/a> for beta access to the Messaging API.<\/p>\n<h2>Responsiveness is key to keeping Messaging enabled<\/h2>\n<p>Once you turn on GMB Messaging, it will display your average response time in your listing. Be warned: Google may turn off the feature if you don\u2019t follow the <a href=\"https:\/\/support.google.com\/business\/answer\/7506237?hl=en&amp;ref_topic=7505835\">Messaging guidelines<\/a>, which include a <b>24-hour response time expectation<\/b>. If Messaging is disabled due to slow response time, you can re-enable Messaging in the dashboard.<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/GMB-Messaging-Guidelines-on-Response-Time.png\" alt=\"\" width=\"\" height=\"\" \/><\/p>\n<h2>Now is the time to set up GMB Messaging<\/h2>\n<p>Until you get your first message, you\u2019ll see a \u201cNo messages yet\u201d page. So turn on GMB Messaging (<a href=\"https:\/\/whitespark.ca\/blog\/whitesparks-guide-to-optimizing-google-my-business\/#messaging\">check out our guide<\/a>) and open up a new channel for your customers to communicate with you!<img decoding=\"async\" src=\"https:\/\/whitespark.ca\/wp-content\/uploads\/2024\/06\/No-Messages-in-GMB-.png\" alt=\"\" width=\"\" height=\"\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Google My Business has updated its Messages feature to display conversations with customers in the dashboard on desktop. This feature originally could be set up on desktop, but transitioned to in-app management only in 2018. Google announced the comeback in December, but it\u2019s only starting to roll out to many businesses in the US, UK [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4249,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"Google My Business has updated its Messages feature to display conversations with customers in the dashboard on desktop. Tour the new feature with us!","_seopress_robots_index":"","footnotes":""},"categories":[1],"tags":[],"classification":[],"class_list":["post-4248","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"_links":{"self":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts\/4248","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/comments?post=4248"}],"version-history":[{"count":2,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts\/4248\/revisions"}],"predecessor-version":[{"id":5100,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/posts\/4248\/revisions\/5100"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/media\/4249"}],"wp:attachment":[{"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/media?parent=4248"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/categories?post=4248"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/tags?post=4248"},{"taxonomy":"classification","embeddable":true,"href":"https:\/\/whitespark.ca\/wp-json\/wp\/v2\/classification?post=4248"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}