Configure Google business profile for open messaging integration

With Google Business Profile, you can manage your business’s online presence across all of your locations from one place. For example, if your brand has multiple outlets, each store has its own Google listing where customers can share reviews based on their experience. When you connect your business locations to Genesys Cloud, all customer reviews from those listings automatically import into the platform. This process allows you or your agents to view, manage, and respond to reviews directly, helping you engage with customers quickly and maintain a consistent brand experience across all locations.

To configure an open messaging with Google business profile integration, perform the following steps:

1. Click Menu > Digital and Telephony > Message > Platform Integrations.
2. In the Messaging Platforms page, click  Create New Integration. 
3. In the Message page, click the Google Business Profile (Open Messaging) tile. The Open Messaging with Google Business Profile page appears.
4. Click Authorize. The Choose an account dialog box appears.
5. Select the Google account that you want to link to Genesys Cloud. Ensure that the selected account has access to the groups associated with your list of locations.
6. Click Continue. The access confirmation section appears and includes details of the permissions that the customer knows. You can review the privacy policy, terms, and conditions on information available here.
7. Click Continue. The Open Messaging with Google Business Profile page.
8. In the Name field, enter the name of your Google integration.
9. In the Account field, click to view the list of groups associated with the account selected. A group represents a collection of locations, and you can select only one group per integration. If you must connect multiple locations, first create or manage your groups in your Google Business Profile under your Google account. For more information about adding locations to your business profile, see Google Business Profile Manager. After grouping your locations in Google, you can select the corresponding group from the Account field. Once a group is selected, more configuration fields are displayed.
10. In the Supported Content Profile field, select the supported content profile.
11. In the Platform Config field, select the configuration.
12. Click Save.

Once done, your configuration appears on the Messaging Platforms page. You can further modify the information by accessing the platform from the list.