Google Business Messages (Public Beta)

GBM is available as a channel in Twilio Flex, Conversations API and Programmable Messaging API. Google does not charge any underlying fees. Pricing for each Twilio product applies - refer to each product's pricing page for more info.

• Google Business Messages ("GBM") is a user-initiated channel, which means that end users have to reach out to your business before you can respond. You cannot start conversations with users who have not contacted you.
• You can send messages to users for up to 30 days after the last message they sent you. You may use this 30-day window to send notifications.
• GBM is not a phone number-based channel; instead, each user has a unique ID that protects their identity.
• Once you launch Google Business Messages, you will be expected to respond to customers quickly. We recommend using a bot - Twilio Studio lets you get started quickly.
• Google requires that you make human escalation available if your customers request it. While you do not need to have a bot or human escalation process set up to test, you should plan accordingly before launching. For human escalation, we recommend Twilio Flex.

Twilio supports inbound and outbound text and media (JPG, JPEG, PNG). Only 1 media file can be transmitted per message. Google Business Messages inbound message Context is available in the webhook field "ChannelMetadata". This includes any Google Maps place IDs, the entry point identifier, the user's display name, the device locale and the resolved locale.

The process to onboard onto Google Business Messages works as follows.

• Create a test sender: Submit a sender request and get a sender that you can test with right away.
• Test your sender: Test your sender, connect it to your bot and/or agent workflows, and get ready to launch.
• Verify your sender: Grant access for Twilio to message on your behalf using GBM. (5-10 business days)
• Launch entry points: Enable the "Chat" button on entry points of your choice, such as Google Maps or Search. (2-5 business days)

Please note that the estimated times provided above may vary depending on demand for GBM. Throughout the Verify and Launch steps, Twilio will be in touch with you via to guide you.

Setting up a test sender for GBM is a self-serve process. In the Twilio Console, navigate to Channels > Google Business Messages and create a new brand and new sender. If you can't locate Channels, please use the "Explore Products" page.

• The "brand" will usually be the name of your company. This is visible to you, Twilio, and Google, but will not be shown to end users. Twilio recommends using only one brand per Account Sid or Subaccount Sid. If you create more senders in the future, you can reuse the same brand.
• A "sender" is the address used to interact with the business (analogous to a phone number). The sender name will be visible to end users. Please note that Google calls the "sender" an "agent".

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twilio api:conversations:v1:configuration:addresses:create --address gbm:{sender_ID} --type gbm --auto-creation.enabled

Learn more about GBM and Conversations API here.

Retrieve the GBM User ID from the Callback

When a user sends a message to your GBM sender, your callback URL will receive the message with the same parameters as a standard Twilio WhatsApp or SMS message. GBM senders and recipients have the format gbm:{sender_or_user_id}. You will need to retrieve the GBM user ID from the callback response. You can also find this information in the Logs ("Monitor" tab in Console > Logs > Messaging).

Respond using the Programmable Messaging API

To respond with a GBM message, make an HTTP POST request to Twilio's Programmable Messaging Message REST API resource. The "From" is your business' sender_ID, found in the Sender page in Console. The recipient is the end user's GBM user_ID from the callback. See the REST API: Sending a SMS or MMS or REST API: Messages page for details.

Once you have tested and configured your workflows, you can start the launch process. To launch, Twilio will ask you to submit a form so you can complete these steps:

1. Give Twilio permission to message on behalf of your business.
2. Request that Google verify the authenticity of your sender information. Once verified, your sender info, such as name and logo, will become locked.
3. Specify any entry points where you want to launch (e.g. Google Maps). Twilio will still confirm with you prior to launching your entry points so that you can prepare for your launch.

To proceed, go to the Twilio Console > Channels > Google Business Messages > click on the sender you want to launch. Scroll to the bottom and click the "Verify sender" button. You will receive an email with a ticket where Twilio will respond with next steps. Your sender status will become "Pending Verification".

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