Manage Conversations Addresses for Google Business Messages (Public Beta)
(warning)
Warning
Public Beta
Google Business Messages for Flex is currently available as a Public Beta product and the information contained in this document is subject to change. This means that some features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.
(information)
Info
Not a HIPAA Eligible Service
Google Business Messages for Flex is not a HIPAA Eligible Service and cannot be used in Flex workflows that are subject to HIPAA.
Overview
This guide describes how to add Google Business Messages (GBM) as a Conversations channel in Flex. Once added, customers can start chats with Flex agents directly from Google Search and Google Maps. Customers must message you first, as agent-initiated outbound messages are not supported.
In the
Twilio Console
, from the
Develop
sidebar, click
Explore Products
.
Under
Marketplace
, click
Channels
.
Tip
: To pin
Channels
to the sidebar for access later, click the pin icon.
In the sidebar, click
Google Business Messages
.
Click
Get Started.
In the Your first sender window, enter a brand, sender, and email address.
The
brand
is usually the name of your company. This is visible to you, Twilio, and Google, but isn't shown to end users. Twilio recommends using only one brand per Twilio account SID or Subaccount SID. If you create more senders in the future, you can reuse the same brand.
A
sender
is the address used to interact with the business. The sender name is visible to end users. Note that Google calls the sender an "agent."
Click
Submit
. Your sender is created in Twilio so you can test it right away, but it isn't connected to your Google Business Messages yet.
Step 2: Create a Conversations address
To receive and respond to messages in Flex, you can create a Conversations address for Google Business Messages from the Console or with the Conversations API.
Console
In the sidebar, click
Flex
>
Manage
>
Messaging
.
Click
Create New Address
.
From the AddressType list, select Google Business Messages.
From the
Sender name
, select your sender.
From the
Integration type
list, select how you'd like conversations to pass to Flex, via
Studio
or
Webhook
.
- If you selected
Studio
, from the
Studio Flow
list, you can select the out-of-box
Messaging Flow
, unless you have removed or reconfigured your studio flow.
- To learn more about configuring Studio Flows, see
Configure pre-agent workflow with Studio
and
Set up a Studio Flow chatbot to respond to GBM messages.
Twilio recommends setting up a chatbot to provide prompt responses and clear escalation paths to end users.
Twilio creates sender test links for iOS and Android, so you can test your sender and see what your customers will experience on a mobile device.
In the Console, go to
Channels
>
Google Business Messages
, and select the
Sender
.
From Sender Test Links, click Android or iOS. You can send the copied link to yourself in an email or WhatsApp message, for example, so you have access to the link on your mobile device.
On your mobile device, open the link to send a message as a customer.
Open the Flex UI and log in as an agent.
Set your status to
Available
.
Accept the Incoming chat request and type a reply. The reply appears in Google Business Messages.
Step 4: Complete verification
In
Channels
>
Google Business Messages
, select the
Sender
.
Review the sender details and click
Verify Sender
. The sender shows as
Pending verification
in the Console.