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Google My Business (GMB) Chat lets customers message your business directly from your Google Search or Google Maps listing. By integrating GMB with the HoopAI Platform, all of those messages flow into your unified Conversations inbox — so you never miss an inquiry from a potential customer searching for your business on Google.
Google My Business chat article

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Why this matters

More than 5 billion Google searches happen every day. When a potential customer finds your business on Google and sees the option to message you, they are more likely to reach out than to call. Those messages need to land somewhere you will actually see them — not a separate inbox you rarely check. Connecting GMB brings those messages directly into Conversations alongside your SMS, email, and social messages.

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How to connect and use Google My Business Chat

1

Navigate to Integrations

Go to Settings > Integrations in the HoopAI Platform.
Integrations settings page
2

Connect your Google account

Click Connect next to Google. Sign in with the Google account associated with your Google Business Profile and authorize the necessary permissions.
3

Connect your Google Business Profile

After connecting your Google account, select and connect your Google Business Profile listing from the available options.
Connect Google Business Profile
4

Verify GMB Chat is enabled

In your Google Business Profile settings (accessible through your Google account), ensure that Business Messages / Chat is enabled. This allows customers to message you from your Google listing.
5

Monitor messages in Conversations

Any message sent through your Google Business Chat now appears in your Conversations inbox alongside SMS, email, and other channel messages. Respond directly from the platform without switching tools.
GMB messages in conversations inbox
Set up a workflow triggered by a GMB message to auto-reply with your booking link or business hours. Customers who message outside business hours still get an immediate, helpful response.
6

Set up GMB auto-responders (optional)

In Automation > Workflows, create a workflow triggered by Customer Replied with the channel filter set to Google My Business. This sends an automatic response when a new GMB message arrives — even at 2 AM.
7

Use Social Planner for GMB posts

With GMB connected, you can also publish updates to your Google Business Profile directly from the Social Planner tool, keeping your listing active with fresh content and promotions.

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Key points

More and more customers prefer chatting over calling. When a potential customer finds your business on Google and sees an option to message you, they are more likely to reach out. You want that message to reach you immediately — not sit unseen in a separate inbox.
When you connect your Google Business Profile, the platform also automatically pulls in your Google reviews. You can view, respond to, and track all reviews from the Reputation section without leaving the platform.
You can use GMB messages as a workflow trigger — for example, auto-responding with your booking link or collecting the customer’s phone number so you can follow up by SMS right away.

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Key benefits

GMB chat messages flow into the same inbox as SMS, email, and other channels.
Real-time notifications ensure you respond to every customer who messages you on Google.
Google reviews are pulled in automatically for easy response and tracking.
Set up automated replies so customers always get an instant response, even outside business hours.
Capitalize on the trend of customers preferring chat-based communication over phone calls.
Last modified on March 8, 2026