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Respond Instantly to Google Business Messages

Google Business Profiles (formerly Google My Business) are a great lead source to help your business be discovered locally. Not only can you generate reviews to bring more leads in the door, but leads can also chat with your business directly using the chat button on your business's profile. When someone sends your Google Business Profile chat a message, it is critical to respond in a timely manner. Why? 

    1. Speed to lead matters: 78% of jobs go to the business that responds first. If you don't respond fast, people who are     

    looking for a service will reach out to other businesses until they get a response.
 

    2. Google tracks the time it takes for a business to respond to a message. That allows them to share an estimated     

    response time with anyone who opens a message box with your business. 

    Signpost's Google Business Instant Response feature allows you to respond instantly and automatically with a custom     

    message. That will give you peace of mind to know leads are getting a branded response, even if you can't type a 

    response right away. 

Another advantage to utilizing this feature is that we will bring these messages into your Messaging Hub, so you have a convenient centralized location to respond to leads. We know that the Google maps app might be hard to check frequently, plus not every business likes to operate from a phone. That’s why we’re excited to give you a more intuitive, easy to use platform to use to stay on top of all of your conversations with both leads and customers.

Activate Chat on your Google Business Profile 

First, you’ll need to make sure your chat feature is activated on your Google Business Profile (GBP). Once activated, the chat icon will appear to people looking at your GBP. If you already have chat turned on, skip to the next step. If don’t yet have chat activated, scroll to the bottom of this article for instructions. 


Set up Instant Response to Google Business Messages 


Set up on your computer 


1. Within the mobile navigation, select "Settings," then select "Instant Responses."

2. Select "Google Business Messages," and "Connect."


3. The overview page will provide you with key details. Google has a few requirements to allow Signpost, as an agent, to respond on your behalf. 

    a. You’ll need to have your Google Place ID. If you don’t know what your Google Place ID is, check out this article from         Google. 

    b. Once we initiate set up, it will take 1-3 days for Google to gain your consent. In this time, you will get an email from     

    Google asking you to consent to allowing Signpost, as an agent, to respond to messages on your behalf. You will also     

    receive a separate email from Google with a security key that you will paste into your consent. Once you’ve read over the 

    important details about this feature, select “Get Started.” 

4. On this page you will paste or type your Google Place ID. Then, select “Connect.” 

5. From this point, it will take a few days to receive an email from Google to consent to Signpost sending messages on your behalf. In this time, you will get an email from Google asking you to consent to allowing Signpost, as an agent, to respond to messages on your behalf. The subject line of this email will be something like "Please approve brand use for Business Messages." In this email you will be asked to submit a consent statement to Google, with instructions on how to do so. You will also receive a separate email from Google with a security key that you will paste into your consent statement. The subject line of the email containing the security key will be something like "Security key for brand approval." Make sure to keep an eye on your inbox during this time. 

6. Once your account is fully set up, you will receive a confirmation from Google. Remember to customize your Instant Response message from your “Instant Responders” page within “Settings.” In the Google section, type your custom message. We recommend including a screening question to keep your leads engaged. Some good examples are: 

  • What kind of service are you looking for? 
  • When are you looking to have this project completed? 


Set up on your Signpost Mobile App
 

1. Open the mobile app, and hit the three lines in the top left corner to open the menu. From there, select “Instant Responses” and then “Google Business Messages.” 

2. Hit “Connect.” From there, you will be prompted to connect your Google account by pasting your Google Place ID. Need help locating your Google Place ID? Scroll to the bottom of this article for help. Once you paste your Google Place ID, hit next. 

3. Toggle on “Automatically follow up with new leads.” Type your custom message. We recommend including a screening question, something like “What kind of service are you look for?” It is also a good idea to include your business name in the message so the lead knows who is reaching out to them. Once you are satisfied with your message, hit “Confirm.” 

4. You will see a confirmation screen stating “Your Google account is connecting.” This takes a few days to confirm with Google that we are able to send the message on your behalf. 

5. From this point, it will take a few days to receive an email from Google to consent to Signpost sending messages on your behalf. In this time, you will get an email from Google asking you to consent to allowing Signpost, as an agent, to respond to messages on your behalf. The subject line of this email will be something like "Please approve brand use for Business Messages." In this email you will be asked to submit a consent statement to Google, with instructions on how to do so. You will also receive a separate email from Google with a security key that you will paste into your consent statement. The subject line of the email containing the security key will be something like "Security key for brand approval." Make sure to keep an eye on your inbox during this time.

6. Once your account is fully set up, you will receive a confirmation from Google. 


Stay on top of messages from the Messaging Hub 


Watch Instant Response happen in real time from your centralized Messaging Hub. Since it can be inconvenient to keep track of messages that come in from the chat feature on your Google profile, using the Messaging Hub gives you a better way to carry on with the conversation from a web browser.

How do I get the Signpost Mobile app? 

Click the images below, or search for “Signpost mobile” directly in the Google Play Store or App Store on your smartphone. 

app-store-smallerborder.pngplaystore-smallborder.png

To make sure you have the latest version of the app, check if there is an “Update” button next to the Signpost app in the App Store or Google Play Store on your mobile device. If the button says “Update,” go ahead and do that. If it says “Open,” you have the latest version of the app!

If you have questions or would like help getting the most out of the messaging hub, please call our support line at 855-606-4900.  



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