Reply to Customers on Google Business Messaging from a Workflow

The GMB action sends a chat message to a contact through your Google Business Profile messaging. It suits contacts who first reached you through your listing.

Fields

• Action Name: defaults to "GMB".
• Message: text, merge fields from the {} icon, and trigger links from the link icon. Links are clickable in the chat.

Set it up

1. Make sure your Google Business Profile is connected and messaging is active.
2. In your workflow, click + and choose GMB.
3. Name the action and write the message.
4. Insert merge fields for name, appointment time or other data.
5. Click Save Action and publish.

Example

Trigger: Appointment Reminder. Message: "Hello contact name, this is a reminder about your upcoming visit on appointment date. Reply here if you have any questions."

Good practices

• Keep messages short, since chat is a quick medium.
• Use a trigger link when you want to track whether people click your booking page.
• Reserve the action for contacts who actually use Google messaging, using an If/Else to check a tag or source.

Good to know: Send a test to a contact who has used Google messaging before you publish, so you can confirm the message arrives as expected.