Anyone have Chat via SMS approved?

[Brian - TGL]

So far every time I have tried to enable the SMS chat . . . the edit is not approved. Using the same number that is set as the GBP main number . . . I wouldn't think that would cause an issue?

I have tried this on a half dozen unrelated GBP locations.

 

[ElizabethRule]

Are you using an API or editing directly in the dashboard? Regardless, I would go to support Sign in - Google Accounts

 

[BSDChicago]

Is the phone number a VoIP number through a service like Nextiva or Google Voice? It might be possible that Google won't accept VoIP numbers for the chat via SMS service.

 

[Brian - TGL]

Is the phone number a VoIP number through a service like Nextiva or Google Voice? It might be possible that Google won't accept VoIP numbers for the chat via SMS service.

I don't see any specifics on the help page:
https://support.google.com/business/answer/15013580?hl=en

 

[Jannell Howell]

A few weeks ago, I tried adding a Chat/SMS number on an long existing, verified Business Profile. It was the same number as the main business number, on the business website, social profiles, directories, etc. It was quickly deemed 'not approved'. I had to contact Google Support, then ask them to escalate my case (because the initial support rep was very confused), after a few days of my case being escalated, the Chat/SMS number was published.

 

[Brian - TGL]

A few weeks ago, I tried adding a Chat/SMS number on an long existing, verified Business Profile. It was the same number as the main business number, on the business website, social profiles, directories, etc. It was quickly deemed 'not approved'. I had to contact Google Support, then ask them to escalate my case (because the initial support rep was very confused), after a few days of my case being escalated, the Chat/SMS number was published.

Jannell, how does the interface work? Previously, with the old chat option, each owner & manager got a copy of the incoming and outgoing messages.

 

[Jannell Howell]

With this new Chat version, Google doesn't store any messages on their platform. It simply connects directly to the phone number.

 

[BSDChicago]

A few weeks ago, I tried adding a Chat/SMS number on an long existing, verified Business Profile. It was the same number as the main business number, on the business website, social profiles, directories, etc. It was quickly deemed 'not approved'. I had to contact Google Support, then ask them to escalate my case (because the initial support rep was very confused), after a few days of my case being escalated, the Chat/SMS number was published.

It seems like it's buggy in a lot of different ways. I added my phone number for chat when I first saw this thread about two weeks ago and it was instantly approved. BUT, the actual chat/text message option didn't appear on my GBP until this morning.

 

[Brian - TGL]

With this new Chat version, Google doesn't store any messages on their platform. It simply connects directly to the phone number.

Did you notice if the SMS is received directly from the customer initiating or is there some type of forwarding that happens in between the sender and recipient?

 

[BSDChicago]

Did you notice if the SMS is received directly from the customer initiating or is there some type of forwarding that happens in between the sender and recipient?

I checked using a personal number and all it did was open the texting app on my phone with the business phone number ready to go. It doesn't auto populate any message.

 

[Brian - TGL]

I checked using a personal number and all it did was open the texting app on my phone with the business phone number ready to go. It doesn't auto populate any message.

Do you see anything additional in the Performance tabs indicating SMS chats that were initiated via the GBP?

 

[BSDChicago]

Do you see anything additional in the Performance tabs indicating SMS chats that were initiated via the GBP?

Nothing additional on mobile using the Google Maps app. There's no new tab for SMS. I'll have to check the web client later.