Configure Google's Business Messages channel

Article
06/14/2024

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Google's Business Messages channel will be deprecated on July 31, 2024. After this date, you won't be able to use this channel, and this article will be removed. We recommend that you use the web channel instead. For details about the deprecation and related dates, see the Customer Service deprecation article.

Many customers use social messaging channels like Google's Business Messages for their personal communication needs. Many also prefer using these messaging channels to engage with businesses. The asynchronous nature of these channels gives customers the convenience of getting their issues resolved as and when they find time, unlike real-time channels like Chat for Dynamics 365, where the session ends when the chat window is closed.

Google's Business Messages channel gives you the opportunity to capitalize on the social media trend and engage with your customers in a seamless and personalized experience.

Prerequisites

Complete the following steps before configuring Google's Business Messages channel in Omnichannel for Customer Service.

In Customer Service, provision the channels in your environment. More information: Provision Omnichannel for Customer Service
In Google's Business Messages, complete the following actions:
Verify that you have permissions on the secure columns. More information: Configure permissions to access secure columns

Create a Google's Business Messages channel

In the site map of Customer Service admin center, select Channels in Customer support. The Channels page appears.
Select Manage for Messaging accounts. The Accounts and channels page appears.
Select New account.
In the Name field, enter the name for the account.
In the Channel dropdown menu, select Google's Business Messages, and then select Next.
On the Google's Business Messages Partner account page, in the Partner ID field, copy and paste the Partner ID from the Settings page of the Google's Business Messages app.
In the Client token field, enter the token from Google's Business Messages app. To retrieve the token, in Google's Business Messages app, on the Settings page, under Webhook, select the Configure link. The Configure your webhook page is displayed, and then you can copy the token from the Client token field.
In Customer Service admin center, on the Google's Business Messages Partner account page, next to Service Account Credentials file (JSON file), select Upload, and then select the file you downloaded from Google's Business Messages.

Note

Only users with proper security permissions can use secured fields, such as Client token and Security Credential. More information: Set up security permissions for a field
In Omnichannel, in Configure your two-way connection with Omnichannel for Customer Service, copy the Google's Business Messages URL and then, in the Business Messages app, on the Configure your webhook page, paste the URL in the Webhook endpoint URL field.
Select Verify in the Google's Business Messages app.
When the verification has completed, select Save.
In Google's Business Messages, select the tile for the agent profile you created, and then on the Overview page, select and copy the Brand ID, and then paste it into the Brand ID field in Omnichannel.
In Google's Business Messages, select and copy the Agent ID, and then paste it into the Agent ID field in Omnichannel.
In Omnichannel, select Add > Save.

Create a workstream

In the site map of Customer Service admin center, select Workstreams in Customer support. The All Workstreams page appears.
Select New workstream, and then enter a name.
In Type, select Messaging.
In the Channel dropdown list, select Google's Business Messages.
In the Choose existing dropdown list, select an existing queue to use as the fallback for the workstream.
Select Create.
When the workstream has been created, on the workstream page, select Set up Google's Business Messages.
Select the agent account you prefer from the list, and then select Next.
On the Language page, select the preferred language, and then select Next.
On the User features page, toggle the File attachments setting to On, and then select Next.
Select Create channel.

Test the messaging for the agent in the Google's Business Messages app

In the Business Messages app, on the Overview page, under Agent test URLs, select either Android or iOS, and then select Test.

Create routing rules

Configure routing rules for the workstream you created. Select the entity as Google's Business Messages context.

For example, you can create a rule to transfer Google's Business Messages chat from a customer named Google's Business Messages to the default queue.

Privacy notice

By enabling this feature, your data will be shared with Google and flow outside of your organization's compliance and geo boundaries (even if your organization is in a Government Cloud Community region). Consult the feature technical documentation for more information here.

Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, such as laws relating to monitoring, recording, and storing communications with their end users. This includes adequately notifying end users that their communications with agents may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their agents that their communications with end users may be monitored, recorded, or stored.

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