Google’s Business Messages is a mobile conversational channel that brings all the chats from different entry points of Google Maps, Search, and brand websites to create rich, asynchronous messaging experiences that delight customers and drive business results.
With the new enhancement, Ameyo now supports GBM as a chat channel. As a result, businesses can now integrate GBM with Ameyo to engage with their customers with an improved conversion rate.
By adding GBM via the AMF (Ameyo Messaging Framework), all features of a regular social messaging chat are automatically enabled on GBM as well.
The feature set for GBM with Ameyo will include the following:
- The agent can create tickets for the incoming chats, and agents can reply on them from their interface.
- The customer and the agent can share various media files – such as images, pdf files, videos, GIFs, carousels, images, rich cards, and more.
- Auto Ticket Creation Capabilities: A new ticket is created when a customer initiates a conversation through Google’s Business Messages. A bot or agent can further handle this ticket and if the query is resolved instantly, it will be closed as a Lite Ticket. If the customer query remains unresolved, the automatically generated ticket will be routed to the right department or agent according to the predefined routing algorithm.
- Monitoring and Tracking Capabilities: The supervisors and managers can track and monitor all the chats coming in through Google’s Business Messages. The supervisor dashboard will populate all the key metrics, and various reports will be generated to monitor and analyze these chats.
