Google Business Messages (GBM) will be turned off on July 31, 2024. The Twilio GBM API and Google Business Profiles chat will no longer work after that point.
Not a HIPAA Eligible Service
Google Business Messages for Flex is not a HIPAA Eligible Service and cannot be used in Flex workflows that are subject to HIPAA.
This guide describes how to add Google Business Messages (GBM) as a Conversations channel in Flex. Once added, customers can start chats with Flex agents directly from Google Search and Google Maps. Customers must message you first, as agent-initiated outbound messages are not supported.
To learn more about supported functionality, see Google Business Messages.
For limitations, see File Attachments and API Limits and Known Issues.
In the Your first sender window, enter a brand, sender, and email address.
To receive and respond to messages in Flex, you can create a Conversations address for Google Business Messages from the Console or with the Conversations API.
From the Address Type list, select Google Business Messages.
You can programmatically create and manage a GBM address using the Conversations API's Address Configuration Resource.
1// Download the helper library from https://www.twilio.com/docs/node/install2const twilio = require("twilio"); // Or, for ESM: import twilio from "twilio";34// Find your Account SID and Auth Token at twilio.com/console5// and set the environment variables. See http://twil.io/secure6const accountSid = process.env.TWILIO_ACCOUNT_SID;7const authToken = process.env.TWILIO_AUTH_TOKEN;8const client = twilio(accountSid, authToken);910async function createConfigurationAddress() {11const addressConfiguration =12await client.conversations.v1.addressConfigurations.create({13address: "gbm:<sender_id>",14"autoCreation.enabled": true,15"autoCreation.studioFlowSid": "FWXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX",16"autoCreation.type": "studio",17type: "gbm",18});1920console.log(addressConfiguration.sid);21}2223createConfigurationAddress();
1{2"account_sid": "ACaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",3"sid": "IGaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",4"address": "gbm:<sender_id>",5"type": "gbm",6"friendly_name": "My Test Configuration",7"address_country": "CA",8"auto_creation": {9"enabled": true,10"type": "webhook",11"conversation_service_sid": "ISaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa",12"webhook_url": "https://example.com",13"webhook_method": "POST",14"webhook_filters": [15"onParticipantAdded",16"onMessageAdded"17]18},19"date_created": "2016-03-24T21:05:50Z",20"date_updated": "2016-03-24T21:05:50Z",21"url": "https://conversations.twilio.com/v1/Configuration/Addresses/IGaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa"22}
Twilio creates sender test links for iOS and Android, so you can test your sender and see what your customers will experience on a mobile device.
From Sender Test Links, click Android or iOS. You can send the copied link to yourself in an email or WhatsApp message, for example, so you have access to the link on your mobile device.
Accept the Incoming chat request and type a reply. The reply appears in Google Business Messages.