[Beta] Google Business Messages (GBM) - Functional scope

It is possible to accompany your customers by messaging directly from the Google entry points and to handle all your conversations from a single platform with iAdvize.

As a brand,

✅ You can : 

  • launch GBM with iAdvize on your Google Maps locations,
  • launch GBM with iAdvize on your Search results,
  • use geo-routing to route conversations from Maps to a the store,
  • implement an iAvdize’s bot on GBM,
  • display Cards Bundle in GBM,
  • use an iAdvize bot to handle geo-routing.

You can't :

  • offer video conversations on GBM with iAdvize,
  • offer phone conversations on GBM with iAdvize,
  • launch GBM with iAdvize on Google Ads,
  • launch GBM with iAdvize on Google Shopping,
  • offer Google Pay in GBM,
  • offer authentication in GBM,
  • use an external bot to handle geo-routing.

As a visitor, 

✅ You can : 

  • start a conversation from Google Search (Android),
  • start a conversation from Google Maps (iOS and Android),
  • request an immediate agent escalation while talking to a bot,
  • fill the iAdvize CSAT survey at the end of a conversation (CSAT + Comment),
  • fill the Google Satisfaction question 24h after the start of your conversation with the brand,
  • start a GBM conversion from your mobile phone,
  • receive a document in the conversation, it will be displayed as a link.

You can't :

  • ask for a video escalation in GBM,
  • ask for a phone call escalation in GBM,
  • start a GBM conversation from your desktop,
  • start a GBM conversation if you are not logged in your google account.

As an agent, 

✅ You can : 

  • see the GBM icon on GBM conversations in your desk,
  • send emojis,
  • send documents (displayed as links to the visitor),
  • send images,
  • tag the conversation,
  • snooze, transfer, close the conversation,
  • see the entry point name on your desktop (for local entry points),
  • use your desk normally.

You can't :

  • offer video escalation in a GBM conversation.

As an admin,

✅ You can : 

  • create a GBM targeting Campaign in IDZ,
  • create geo-routing rules to route conversations from stores of Google Maps,
  • configure a queue on a geo-routing rule.

You can't :

  • access the Google Console,
  • onboard on GBM autonomously,
  • activate or deactivate a location autonomously,
  • select the “live agent request” specific routing rule autonomously (specific GBM agent request).