FAQs

Brands that utilise a Google Business Profile and have agreed to Google's Terms of Service prior to onboarding to GBM

It is required that brands setup a 'business group' and add their required locations and users to this group

Google implemented GDPR compliance in 2018 - see full compliance agreements here

GBM can parse PII but not PHI, unless a special BAA agreement is signed between the brand and google - see here

Google encrypts between end user and google servers but maintains the ability to 'scan' messages - see here

Brands can access their conversational data in LivePerson's analytics builder, and request extra metrics on agent performance from the 3pm team

Brands can change their information from Step 1C onwards

Brands can change their Welcome Message in Conversational Cloud GBM tool - see Step 2A

Brands can define their agent interactions in Step 2B

Brands determine the number used for Non-Local entry points in Step 3

Locations can be added & removed by brands for local entry points in Step 3

Brands can operate one profile per web domain. In special circumstances, brands can have two profiles using the same domain: a)Agent 1 operating non-local entry points & b)Agent 2 operating local points

The Google PCS displays after 12 hours of inactivity or when the agent closes the conversation, once per 24 hour period