Google My Business Messenger, a feature which began testing in November of 2016 has officially been launched nationwide. It will allow Google My Business enterprises to go on their dashboard and turn on the messaging. Once it is live, you can click on the messaging option that it will allow customers to message you directly via text messaging.
Like most customer service options, you should account for time to learn the interface and begin communicating with potential customers. You would be able to delegate messaging responsibilities to another team member, however they must be designated as an owner or manager of the Google My Business listing instead of just having communication permissions. Customers will also have the availability to message you outside of normal business hours.
There will also be an analytics function which will roll out over time. It will show the number of messages, number of clicks to messages and your overall total number of messages.
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