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Google Business Profile Chat Option

Chat with customers directly from your Business Profile

Objective

Enable the "Chat" button on a location's Google Business Profile (GBP) to route messages directly into swivl as SMS threads.

Prerequisites

Note: If a third-party vendor manages your business listings, check with them before adding swivl's phone numbers to ensure the update won't affect your verification status.

Phase 1: Retrieve swivl Phone Number

  1. Log in to swivl Studio.
  2. Navigate to the Settings section for the specific location you are configuring.
  3. Locate the Swivl Phone Number (this is the dedicated SMS line for that location).
  4. Copy this number.

Phase 2: Configure Google Business Profile

  1. Go to the Google Business Profile for the location.
  2. Select Edit Profile.
  3. Navigate to the Contact section.
  4. Locate the Chat settings.
  5. Select "Add number" (or edit the existing chat number).
  6. Paste the Swivl Phone Number you retrieved in Phase 1.
  7. Crucial Step: Select "Text message" as the method (do not select WhatsApp).
  8. Save your changes.

Phase 3: Verification & Testing

  1. Mobile Check: On a mobile device, search for the business location on Google.
  • Note: The Chat button typically appears on mobile search results, not desktop.
  1. Test Message: Click the Chat button (it should open the native SMS app on the phone).
  2. Verify in swivl: Send a test text. Confirm the message appears in the swivl inbox as a standard SMS thread.

Important Notes

  • Mobile-First: This feature primarily drives traffic from mobile search users.
  • User Experience: Google initiates a standard text message. There is currently no visual distinction in swivl between a user who clicked "Chat" on Google and a user who simply texted the number directly.
  • Number Consistency: Ensure the outbound/inbound numbers are aligned in your location settings to avoid confusion if the customer receives a reply from a different number than they texted.

     

 Link to direct Google Business Profile (GBP) setup

Trouble Setting Up?

Reach out to support@tryswivl.com for assistance!