Google Business Messages (GBM) will be discontinued by Google on July 31, 2024. From July 15th, it will no longer be possible to receive messages. Between the 15th and the 31st, businesses can still send messages.
Similar vendors like Saysimple are experiencing the same issue. Google hasn’t provided a clear reason for discontinuing their service, but they did release a press statement, which you can read here: Google Business Messages Update.
What should I do if I’m having conversations with my customers over Google Business Messages?
If you're having conversations with your customers over GBM, you can redirect your customers to alternative communication channels. You can do this by adding or altering your ‘Welcome message’ and referring to your other channels in your message:
- Open your Saysimple Platform
- Navigate to ‘Settings’
- Choose ‘Channels’
- Select ‘Google Business Messages’
- Navigate to ‘Automated Replies’.
Here you can add or change a welcome message for Google Business Messages.
Example of a Welcome Message:
Dear customer, thank you for reaching out to us over Google Business Messages. Unfortunately, Google will discontinue the Google Business Messages service on July 31, 2024. After July 31st, you can reach us via WhatsApp or Webchat. We aim to deliver the same level of service as you’ve become accustomed to.
What will happen to my existing chat conversations?
You won’t be able to send or receive any new messages over Google Business Messages after July 31, 2024. However, you can still access your previous conversations in Saysimple.
What alternatives do I have?
Fortunately, you have a few alternatives to Google Business Messages. You can add other communication channels to your Google Business Profile or your website, such as WhatsApp, SMS, or Webchat.
Add WhatsApp or SMS to your Google Business Profile (Beta)
This feature is currently being tested by Google, but some businesses already have the option to add either WhatsApp or SMS as a communication channel to their Google Business Profile. To check if you have this option:
- Go to your Google Business Profile
- Choose ‘Edit Profile’ and navigate to the ‘Contact’ tab.
- Here you’ll find several options like adding your phone number, your website, social media profiles and, if you’re lucky: the option to add either WhatsApp or SMS.
If the option is available to you, good! If not, don’t feel like an outcast. The feature is also not available to us at Saysimple. Google hasn’t communicated a rollout plan yet. If you don’t have the option, make sure you check back in a couple of weeks!
Add other communication channels to your website
Saysimple supports multiple channels beyond Google Business Messages, including WhatsApp Business, Instagram Direct Messenger, Facebook Messenger, Webchat, and email. Reach out to your Customer Success Manager by replying to this email to receive more information about activating a new channel. You can always activate up to 3 channels for free, so don't hesitate to get in touch!
More information?
Do you have a question or do you want to learn more about the other channels Saysimple is offering? Reach us over email [cs@saysimple.com] or get in touch with us via a WhatsApp message.