# How to Set Up Google Business Messages
In today’s fast-paced digital landscape, Australian customers often prefer a quick text over a phone call. By enabling Google Business Messages, you allow potential clients to message your business directly from Google Search and Maps, significantly increasing your lead conversion rates and improving customer satisfaction.
Setting this up is one of the easiest ways to give your Brisbane small business a competitive edge. It shows customers that you are responsive, modern, and ready to help.
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Prerequisites: What You’ll Need
Before we begin, ensure you have the following ready:- A Verified Google Business Profile: Your business must be verified (usually via a postcard or video verification) to use messaging.
- Manager or Owner Access: You must have administrative rights to the Google account managing the profile.
- The Google Maps App: While you can manage messages on a desktop, the mobile app is essential for real-time notifications.
- A Response Plan: Google tracks your response time. Ensure someone is available to reply within 24 hours.
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Step 1: Access Your Google Business Profile
Log in to the Google account associated with your business. Search for your business name on Google Search or type "my business" into the search bar. What you should see: A dashboard titled "Your business on Google" appearing at the top of the search results with icons like "Edit profile," "Read reviews," and "Messages."Step 2: Navigate to the Messages Tab
Click on the Messages icon (it looks like a speech bubble). If this is your first time clicking it, Google will likely prompt you with a welcome screen explaining the benefits of the feature.Step 3: Turn On Messaging
Inside the Messages window, click on the three-dot menu icon (settings) in the top right corner and select Chat settings. Toggle the switch for "Messages" to the On position. Screenshot Description: You will see a blue toggle switch next to the words "Turn on chat." Once activated, the toggle will slide to the right and change colour.Step 4: Enable Notifications
This is the most critical step for Australian business owners on the move.- On Mobile: Open the Google Maps app, tap your profile icon, go to Settings > Notifications > Messages. Ensure all toggles are blue.
- On Desktop: In the Chat settings menu you opened in Step 3, ensure "Desktop notifications" are enabled so you don't miss a lead while working in your browser.
Step 5: Customise Your Welcome Message
First impressions matter. In the same Chat settings menu, find the Edit welcome message section. Write a friendly greeting that sets expectations. Example: "G'day! Thanks for reaching out to [Business Name]. We're usually out on-site, but we'll get back to you within the hour. How can we help you today?"Step 6: Set Up Frequently Asked Questions (FAQs)
Google allows you to add up to 10 FAQs that customers see before they even start typing. This is a massive time-saver for common queries like "What are your opening hours?" or "Do you offer free quotes?"- In Chat settings, click Add Frequently Asked Questions.
- Enter a question and an automated response.
- Click Save.
Step 7: Add Your Business Description & Details
Ensure your profile is fully populated. Google Messages often pulls data like your ABN (if listed in your detailed info) or service areas to help users. If a customer asks about a service you've already listed on your profile, Google’s AI might even suggest the answer for you.Step 8: Test the Connection
Ask a friend or staff member to search for your business on their mobile phone using the Google Maps app. They should now see a "Chat" or "Message" button prominently displayed next to "Call" and "Directions." What they should see: When they click the button, your custom welcome message from Step 5 should appear instantly.Step 9: Manage Your Response Time
Google publicly displays your typical response time (e.g., "Usually responds in a few minutes"). To maintain a high ranking in Brisbane local search results, aim to reply to every message as quickly as possible. If you take longer than 24 hours, Google may automatically disable your messaging feature to protect the user experience.---
Pro Tips for Success
- Be Human: Use emojis and a friendly tone. Australian consumers value authenticity over corporate jargon.
- Use Photos: You can send photos through Google Messages. If you’re a tradie, ask the customer to send a photo of the job site to provide a more accurate quote.
- Avoid Sensitive Info: Never ask for credit card details or TFNs over Google Messages. It is not a secure encrypted payment platform.
- Set an 'Away' Status: If you are closing for the Christmas break or a public holiday, make sure to update your hours so customers don't expect an immediate reply.
Common Mistakes to Avoid
- Ignoring the 24-Hour Rule: If you don't reply within 24 hours, Google might revoke your messaging privileges.
- Generic Responses: Avoid sounding like a bot. If a customer asks for a price, give them a range or ask for more details rather than a "Please call us" response.
- Turning off Notifications: Many business owners enable the feature but forget to check their notifications, leading to lost leads and unhappy customers.
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Troubleshooting
I don't see the 'Messages' button on my profile. First, check if your profile is verified. If it is, ensure you are logged into the correct Google account. Sometimes, it can take up to 48 hours for the button to appear globally after you toggle it on. I’m not getting notifications on my iPhone/Android. Check your phone's system settings. Go to Settings > Apps > Maps > Notifications and ensure "Allow Notifications" is turned on. Also, check that "Do Not Disturb" mode isn't blocking the alerts. The 'Chat' button disappeared. This usually happens if your response rate is too low. Check your email for a notification from Google. You may need to go back into settings and manually re-enable it.---
Next Steps
Now that you've opened a direct line of communication with your customers, it's time to ensure your profile is fully optimised to drive those messages.- Optimise your images: High-quality photos encourage more clicks.
- Request Reviews: More reviews lead to more visibility, which leads to more messages.
- Monitor Analytics: Check your Google Business Profile performance tab to see how many people are messaging you monthly.
If you need help managing your Google Business Profile or want to integrate these messages into a more advanced CRM system, the team at Local Marketing Group is here to help. Contact us today to grow your Brisbane business.