You can configure your communication based on your business needs, available support times, and available support options.
Register chat entry points to enable end users to communicate with your business. When end users search for your company through Google Search or Google Maps, they will be able to respond to a chat call-to-action within the search results.
Depending on your setup and configuration, these entry points can be local or non-local. When an end user triggers an entry point, you receive information about which entry point was triggered. So, you can route messages as required.
The following images show examples of non-local entry points:
The following images show examples of local entry points:
For more information about entry points, refer to the official Google documentation.
If you want to send end users a URL through which they can contact you, Infobip will provide you the URL and AgentID.
Chatbots and Agents
Chatbots ensure that answers to basic queries, such as FAQs, are always accessible. You can offer customers the option to switch their chat from a chatbot to an agent.
If you use both chatbots and agents, during setup you must define which one is the primary interaction.
A welcome message is a predefined message and is the first message that end users receive when they start a chat with your business. This message sets expectations about what the conversation can deliver and encourages end users to ask open-ended questions. Thus, the welcome message achieves the functions of chatbots and agents at a high level.
The welcome message can contain a maximum of 1,000 characters.
In addition to the welcome message, you can use conversation starters. Conversation starters are automated messages that guide end users in initiating the chat. Example: A list of the most common reasons for end users to contact you through chat.
Conversation starters are displayed after the welcome message.
You can use up to 5 conversation starters. Each conversation starter can have a maximum of 35 characters.
If you use a combination of a welcome message and conversation starters, you can achieve the functions of chatbots and agents at a high level.
You must not depend on conversation starters to receive responses from end users. If end users have an outdated version of the messaging app, they may not be able to view conversation starters. But the end users may still be able start a conversation with your business. So, make sure that freeform input from end users can also trigger automated responses.
If chatbots are set to being always available, you do not need to define a chat time. Otherwise, you must set the chat time.
You can specify chatbot and agent working hours separately. Example: You can set your chatbot to always available (24 hours) and set the working hours for agents as 8:15 to 17:00.
You can set up an offline message that you can send customers when they contact you outside the agent working hours. If end users send you a message during your agent working hours, they will receive your welcome message along with your conversation starters. If end users send you a message outside agent working hours, they will receive the offline message.