2.8 Google Business Profile (GMB) Messages & Calls

Purpose:

Manage customer inquiries sent via the chat feature on your agency's Google Business Profile (GMB) listing directly within Close Master Conversations, and optionally track phone calls originating from your GMB listing.

Setup (Requires Admin Permissions):

  1. Navigate to Settings → Integrations: Go to the main account settings.
  2. Connect Google Account: Find the Google integration section and click Connect. Log into the Google account that has owner or manager access to your agency's GMB Location(s). Grant ALL requested permissions.
  3. Select GMB Location: Choose the specific GMB Location(s) for your agency that you want to integrate.
  4. Enable GMB Messaging: Ensure the toggle for GMB Messaging is switched ON for the selected location(s).
  5. Save Integration.

Lead Capture Mechanisms:

  • Messages: When someone uses the "Chat" or "Message" button on your Google listing (in Search or Maps) to send an inquiry:
    • The incoming message appears directly in your Close Master Conversations inbox.
    • If the sender is not already a Contact, a new Contact record is automatically created (often using their Google profile name).
    • You can reply directly to the GMB message from within Conversations.
  • Call Tracking (Optional Setup):
    • Enable GBP Call Tracking: Within the GMB integration settings in Close Master, you may see an option to Enable GBP Call Tracking.
    • How it Works: If enabled, Close Master (via LC Phone) dynamically swaps the main phone number displayed publicly on your GMB listing with a unique tracking phone number. This tracking number forwards instantly to your designated agency line (configured in LC Phone settings).
    • Benefit: This allows Close Master to log these inbound calls originating from your GMB listing within the Conversations feed and potentially attribute them as leads in Reporting (Chapter 16). Usage costs for the tracking number and call forwarding apply.