Set up a Google Business Messages workstream
After you've created your Google Business Messages messaging account, you'll need to set up a new workstream to begin working with Google Business Messages. To create workstreams, go to the Customer Service admin center.
When creating a social workstream, you'll need to define the following information:
Name - Simple name that's used to identify the workstream.
Type - Defines the type of channel communication that the workstream will process. For social channels, this option needs to be set to Messaging.
Channel - The communication channel type for the workstream. This option is set to Google Business Messages.
Work distribution - Specifies how work items from this workstream will be assigned to representatives. You can select one of the following options:
Push - Conversations are assigned to representatives automatically based on capacity and presence.
Pick - Conversations go to the open work items section of the agent dashboard. Representatives pick the conversation that they'll work on.
Fallback queue - Defines which queue to route items to by default if a conversation isn't automatically routed to another queue. You can create a new queue or use an existing queue. Initially, it's set to the Default messaging queue.
Set up Google Business Messages workstream options
Now that you've created your workstream, you'll need to set up a Google Business Messages channel that will use the workstream. This step is required, and you can complete it by selecting the Set up Google Business Messages button.
Setting up a Google Business Messages channel involves the following components:
Channel details - Defines the name, type, and channel details. The type and channel fields will be prepopulated and can't be changed.
Google Business Messages page - Defines the Google Business Messages page that you want to apply with the channel. This information comes from the Google Business Messages messaging account that you created earlier.
Language - Defines the language that's associated with the channel.
Behaviors - Defines the features that you want to have auto performed when a customer starts a Google Business Messages chat. You can turn on the following options:
Custom automated messages - Allows you to create your own personalized messages that will be used in different situations, such as when a representative is assigned to the conversation or when the customer is attempting to engage outside of business hours. For more information, see creating custom automated messages.
Post-conversation survey - Uses customer voice to send a survey to the customer about their experience when the conversation is complete. For more information, see post-conversation surveys.