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MIRIAM LISZEWSKI: Hi, everyone.
My name is Miriam.
I lead account management for Business Messages.
My goal is to ensure that Business Messages is a success
for brands and their customers.
In a previous video, we talked about the various entry points
where people might see Business Messages.
Now, I want to help you create a delightful experience
for consumers after they click on the message button.
Let's start at the beginning.
When someone enters the chat, they'll
see the brand name and logo, along with a welcome message.
The logo appears as a circle.
So make sure you have a format that will fit well.
Here's a tip, you can test it out on the developer site
or in the Business Communications console.
Below the logo and brand name, the user
will see the welcome message.
You want to make a good first impression with it.
The welcome message should introduce the brand
and set some expectations.
Is the consumer starting with an automated experience
or a real person, what can the agent do, that sort of thing.
Up to five suggestion chips, which
we call conversation starters, can be included along
with the welcome message.
Conversation starters can be up to 35 characters each.
They provide additional information
around what the agent can do and help guide users.
People can type in other messages,
so ensure you support free text as well.
In this example, we see a friendly message
and are told we're interacting with a virtual agent, not
a person to start.
The conversation starters are listed,
but the welcome message does not tell us to use them.
Instead, it gives them options and invites
us to start chatting.
Does the brand support multiple languages?
They do, great.
You can customize the welcome message by language as well.
The message can also be tailored to location.
If a specific store is closed, for example,
the welcome message can indicate this.
OK.
Live agents are required within Business Messages.
But there are likely going to be parts of the day
when they're not available.
We don't expect them to work 24/7, you know.
To set expectations, you can set up the welcome message
to communicate live agent availability.
We also recommend an out of office message, which
is sent if someone does message while agents are not available.
This can be used to set expectations
for when the person can expect a reply back.
Remember, this is async messaging,
so people will message with delays and lags
or at various times of the day.
All right.
Are you ready to put the message front and live?
Let's make sure.
First, confirm any automation is working
and your live agents are ready to reply to messages.
You might want to try this out for yourself.
You can generate test URLs using the APIs or the Developer
Console.
Click on them on your phone to see what the experience will
be like for customers.
OK.
Now let's talk about getting ready for launch.
You want to make sure you have everything you need.
First, you'll have to verify the agent and the notifications.
Don't worry, it's not hard.
Verifying the agent is a simple process
in which Google confirms that the partner has permission
from the brand to launch the agent
and that the logo and other details are correct.
The verification can be triggered by the API
or console.
An email will be sent to your contact
at the brand, which they need to reply to
from their corporate email address.
Once the brand replies, it usually
takes about a working day for the verification
to be completed.
If you're deploying the agent on local entry points,
you'll also need to verify the locations as well.
This step ensures that the locations
the agent will go live on really belong to the brand.
There's a few different ways to do this.
All of them are detailed on the developer site.
Whatever method you use, make sure the locations
you want to launch are claimed and linked together
in a Google My Business group.
You'll only need to submit one location for each brand
and all the locations link together
when we loaded up and approved.
You can then select which ones you want to launch.
No locations to launch?
Then don't worry about that step.
For more details, have a look at the developer site.
It goes through all the steps.
When someone taps on the message button for a specific location,
you'll generally receive the place ID
for that location, along with the message.
Place ID maps directly to a specific location
for the brand, like their storefronts.
We might also pass information about nearby place IDs.
You can get more information on this on the entry point
section of the developer site.
Place information allows you to answer store specific questions
without asking for the person's location.
Here, store inventory questions are being answered.
I can see stock availability and even what aisle
the product is on.
It's really, really helpful to check this
before you go shopping.
You'll also receive the person's name
along with each message so you can use it in the conversation,
like in this example with an airline.
The first name is used to make the response more personal.
We'll talk more about reporting and making
ongoing improvements in the next section,
but just a quick note that we require a 80% CCAT score
and response rates over 95%.
After launch, a daily email is sent from the Business Messages
team showing the average CCAT score and response
rates for your agent overall and for your live agents.
We have many resources available to help
you learn more about Business Messages
and build great agents.
Watch some of our other videos for more details
and review the Business Messages playbook, which you'll
find on the developer site.
If you want a more technical tutorial,
check out the "Getting Started with Business Messages" videos
also on the developer site.
If case studies are more your thing, we've got you covered.
Check out the main Business Messages site,
businessmessages.google, where you
can see our success stories.
All right.
Thanks for listening.
And have a great day.
Check out more of our videos.
Bye.
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