You may also want to checkout this information from Google: Messaging in the Google My Business app
"Your customers can get in touch with you in real-time from your Business Profile on Google. You can answer questions, tell your story, and attract more customers to your business. Messaging works best as a conversation between your business and your customers. To ensure the best experience for your customers, follow the messaging guidelines.
Response time requirement
The following requirement is for any business that uses messaging on Google My Business.
When you receive a new message, it’s important to reply within 24 hours.This may promote trust and encourage engagement with your business. To support timely responses, we may deactivate messaging for your business if you don’t respond within the time frame.
How it works
Once you turn on messaging, customers will find a "Message" button on your Google My Business listing, and be able to message you at any time.
- Messages will appear in the Google My Business app, and you’ll receive notifications for incoming messages.
- You can customize the automated welcome message that customers will get when they message you.
- If multiple people own or manage your Google My Business listing, each one can message with customers.
- Customers may find your name and profile photo from your About me page.
If you're interested in the messaging API (currently in closed beta), you can join the waitlist.
Turn on or off messaging
- On your Android phone or tablet, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- To turn on or off messaging:
- Turn on: Tap Customers Messages Turn on.
- Once you've turned on messages, you can return to Customers Messages to get all messages chronologically.
- Turn off: Tap More Settings Messages. Then turn off Turn on messages. You can turn on messaging again at any time.
Turn on or off Google My Business app notifications
Notifications let you know when customers contact you, which is helpful to maintain your 24 hour response time requirement. If you turn off app notifications, you'll turn off all notifications, including messaging.
- On your Android phone or tablet, open your phone’s settings.
- Tap Apps & notifications Notifications.
- Under "Recently sent," turn on or off the Google My Business app.
- If you don’t see the Google My Business app, tap See all from last 7 days.
Block a conversation
- On your Android phone or tablet, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- Tap Customers Messages.
- Open the conversation you want to block.
- Tap More Block/report spam. The conversation will be blocked, and you'll no longer receive messages from the customer.
Delete a conversation
- On your Android phone or tablet, open the Google My Business app.
- If you have multiple locations, open the location you'd like to manage.
- Tap Customers Messages.
- Open the conversation you want to delete.
- Tap More Delete. The conversation will be deleted from your device (but won't be deleted from the customer's device).
Find average response time
Businesses can find and track their average response time in the app. You can get insights if you have messaging turned on in your Google My Business app.
These insights will display the average wait time for a message response using the last 28 days of data. You can choose a longer time period as well. You may be able to compare average response times for similar businesses nearby. All insights will be private to you and won't be shared with your customers.
.