We will be winding down Google Business Messages on July 31, 2024. Read more
here.
Life of an agent: Creation to launch
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To enable conversations between users and brands on Business Messages, you
create an agent: a conversational entity that users interact with. An agent
represents a brand and includes all code, infrastructure, assets, and
conversational design required to power user interactions.
Review the following lists for requirements and best practices in creating and
launching agents. These lists are organized sequentially and designed so you can
optimize and launch your agent easily.
Set up
Create a Business Messages agent.
- Register as a
partner.
Required. Get access to the Business Communications Developer Console and
APIs.
- Create an
agent.
Required. Create an entity for your brand, and create a customized agent.
- Explore features with the Business Messages Helper Bot.
Recommended. Learn about the Business Messages features and try them out in a
conversation with your agent.
- Add locations to your
agent.
Optional. If your brand has physical locations, associate them with your
agent to enable location-based conversations.
Optimize your agent's availability and usability.
- Specify messaging
availability.
Required. Specify the days and times that live agents are available to
respond to users.
- Support localization and set supported
locales.
Required. Learn how Business Messages reports user locales, and set your
agent's default locale.
- Set non-local
information.
Recommended. Specify the agent's associated domains, phone numbers, and
available regions. Increases your agent's conversation entry points and user
reach.
Design
Define the kinds of conversations and user tasks your agent supports.
Design the conversation flow. Required. Review Business Messages's conversation
design guidelines
and design the conversations and user tasks you want to support.
- Gather prerequisite information.
Required. Define the critical user journey you want to support, the
user's end goal, and your metrics for success.
- Design the chatbot’s personality.
Required. Identify the optimal tone of voice to represent your brand.
- Create a welcome message.
Required. Greet the user and explain what the agent can and can’t do.
Use conversation starters to highlight the supported tasks.
- Map out the conversation path.
Required. Define the sequence of steps that gets the user to their
end goal, via back-and-forth dialog with the bot.
- Use rich features to guide the flow or make it more dynamic.
Optional. To advance the conversation, use suggested replies
and actions. To combine suggestions and text with graphics, use rich
cards and carousels for visual appeal.
- Craft the language for each bot response.
Required. Use conversational language that mimics the rhythms of
natural human dialog.
- Create a fallback strategy.
Required. To avoid deadends in the conversation, create default
responses for unexpected queries.
- Create a handoff strategy.
Optional. Recognize when live agent support is needed, and transfer the
user to a human representative. Live agent backup is required for
conversations that start from Google-owned entry points. Conversations
started from brand-managed entry points don’t require live agents.
Design a flow for re-engagement.
Optional. Add a path to the conversation for re-engaging users within 30
days of the user’s last message.
Develop
Support conversational functionality and integrate with other products.
Implement conversation handling. Required. You can use the client
libraries, code
samples, or REST
APIs.
- Receive
messages.
Required. Acknowledge and process messages from users.
- Send
messages.
Required. Send text, suggestions, and rich content to users.
- Track message
receipts.
Optional. Know the users receive and read your messages.
- Send and receive
events.
Required. Send, receive, and support non-message conversational
content.
- Send surveys and receive
results.
Required. Customize the surveys users see to suit your business needs.
Integrate with other products. Recommended. Add custom functionality to
your agent and satisfy your business needs.
- Start conversations from a
website
or URL.
Recommended. Enable conversation entry points on surfaces that you
manage.
- Add automation with
Dialogflow.
Optional. Easily add automation to your agent's conversations.
- Authenticate with
OAuth.
Optional. Verify user identities to provide secure, personalized
conversations.
Deploy
Make your agent available to users on available entry
points.
- Verify your agent and
locations.
Required. Confirm and finalize agent information. If you have locations,
confirm that the specified locations belong to the brand your agent
represents.
- Launch your
agent.
Required. Make your agent available on entry points that don't rely on
location.
- Launch your
locations.
Required if you have locations. Make your agent available on
location-based entry points.
Measure
Measure and improve your agent's performance.
- Track metrics to measure agent
performance.
Required. Track and improve your agent's conversational performance.
- Iterate your conversation design based on agent metrics.
Recommended.
Except as otherwise noted, the content of this page is licensed under the Creative Commons Attribution 4.0 License, and code samples are licensed under the Apache 2.0 License. For details, see the Google Developers Site Policies. Java is a registered trademark of Oracle and/or its affiliates.
Last updated 2024-11-14 UTC.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Missing the information I need","missingTheInformationINeed","thumb-down"],["Too complicated / too many steps","tooComplicatedTooManySteps","thumb-down"],["Out of date","outOfDate","thumb-down"],["Samples / code issue","samplesCodeIssue","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2024-11-14 UTC."],[[["\u003cp\u003eBusiness Messages agents represent your brand in conversations with users, encompassing code, infrastructure, and conversational design.\u003c/p\u003e\n"],["\u003cp\u003eBefore launching, you need to register as a partner, create and configure your agent, design conversation flows, and develop conversation handling capabilities.\u003c/p\u003e\n"],["\u003cp\u003eAgents can be deployed on various entry points, and their performance can be tracked and iteratively improved using provided metrics.\u003c/p\u003e\n"],["\u003cp\u003eGoogle provides comprehensive guidelines and resources to help you effectively build, launch, and manage your Business Messages agent for optimized user interactions.\u003c/p\u003e\n"]]],[],null,["# Life of an agent: Creation to launch\n\nTo enable conversations between users and brands on Business Messages, you\ncreate an agent: a conversational entity that users interact with. An agent\nrepresents a brand and includes all code, infrastructure, assets, and\nconversational design required to power user interactions.\n\nReview the following lists for requirements and best practices in creating and\nlaunching agents. These lists are organized sequentially and designed so you can\noptimize and launch your agent easily.\n\nSet up\n------\n\nCreate a Business Messages agent.\n\n1. **[Register as a\n partner](/business-communications/business-messages/guides/how-to/register).\n Required.** Get access to the Business Communications Developer Console and APIs.\n2. **[Create an\n agent](/business-communications/business-messages/guides/how-to/agents).\n Required.** Create an entity for your brand, and create a customized agent.\n3. **[Explore features with the Business Messages Helper Bot](/business-communications/business-messages/guides/how-to/agents/helper-bot).\n Recommended.** Learn about the Business Messages features and try them out in a conversation with your agent.\n4. **[Add locations to your\n agent](/business-communications/business-messages/guides/how-to/locations).\n Optional.** If your brand has physical locations, associate them with your agent to enable location-based conversations.\n\nConfigure\n---------\n\nOptimize your agent's availability and usability.\n\n1. **[Specify messaging\n availability](/business-communications/business-messages/guides/how-to/agents/availability).\n Required.** Specify the days and times that live agents are available to respond to users.\n2. **[Support localization and set supported\n locales](/business-communications/business-messages/guides/how-to/agents/localization).\n Required.** Learn how Business Messages reports user locales, and set your agent's default locale.\n3. **[Set non-local\n information](/business-communications/business-messages/guides/how-to/agents/non-local).\n Recommended.** Specify the agent's associated domains, phone numbers, and available regions. Increases your agent's conversation entry points and user reach.\n\nDesign\n------\n\nDefine the kinds of conversations and user tasks your agent supports.\n\n1. **Design the conversation flow. Required.** Review Business Messages's [conversation\n design guidelines](/business-communications/business-messages/guides/how-to/design)\n and design the conversations and user tasks you want to support.\n\n 1. **[Gather prerequisite information](/business-communications/business-messages/guides/how-to/design/prerequisites).\n Required.** Define the critical user journey you want to support, the user's end goal, and your metrics for success.\n 2. **[Design the chatbot's personality](/business-communications/business-messages/guides/how-to/design/language#stay_true_to_your_brand).\n Required.** Identify the optimal tone of voice to represent your brand.\n 3. **[Create a welcome message](/business-communications/business-messages/guides/how-to/design/welcome-message).\n Required.** Greet the user and explain what the agent can and can't do. Use conversation starters to highlight the supported tasks.\n 4. **[Map out the conversation path](/business-communications/business-messages/guides/how-to/design/happy-path).\n Required.** Define the sequence of steps that gets the user to their end goal, via back-and-forth dialog with the bot.\n 5. **[Use rich features to guide the flow or make it more dynamic](/business-communications/business-messages/guides/how-to/design/happy-path#define_the_options_with_rich_features).\n Optional.** To advance the conversation, use suggested replies and actions. To combine suggestions and text with graphics, use rich cards and carousels for visual appeal.\n 6. **[Craft the language for each bot response](/business-communications/business-messages/guides/how-to/design/language).\n Required.** Use conversational language that mimics the rhythms of natural human dialog.\n 7. **[Create a fallback strategy](/business-communications/business-messages/guides/how-to/design/fallback#prepare_fallback_responses).\n Required.** To avoid deadends in the conversation, create default responses for unexpected queries.\n 8. **[Create a handoff strategy](/business-communications/business-messages/guides/how-to/design/fallback#hand_off_at_the_right_time).\n Optional.** Recognize when live agent support is needed, and transfer the user to a human representative. Live agent backup is required for conversations that start from Google-owned entry points. Conversations started from brand-managed entry points don't require live agents.\n2. **[Design a flow for re-engagement](/business-communications/business-messages/guides/how-to/design/reengage).\n Optional.** Add a path to the conversation for re-engaging users within 30\n days of the user's last message.\n\nDevelop\n-------\n\nSupport conversational functionality and integrate with other products.\n\n1. **Implement conversation handling. Required.** You can use the [client\n libraries](/business-communications/business-messages/resources/samples), [code\n samples](/business-communications/business-messages/resources/samples), or [REST\n APIs](/business-communications/business-messages/reference).\n\n 1. **[Receive\n messages](/business-communications/business-messages/guides/how-to/message/receive).\n Required.** Acknowledge and process messages from users.\n 2. **[Send\n messages](/business-communications/business-messages/guides/how-to/message/send).\n Required.** Send text, suggestions, and rich content to users.\n 3. **[Track message\n receipts](/business-communications/business-messages/guides/how-to/message/receipts).\n Optional.** Know the users receive and read your messages.\n 4. **[Send and receive\n events](/business-communications/business-messages/guides/how-to/message/events).\n Required.** Send, receive, and support non-message conversational content.\n 5. **[Send surveys and receive\n results](/business-communications/business-messages/guides/how-to/message/surveys).\n Required.** Customize the surveys users see to suit your business needs.\n2. **Integrate with other products. Recommended.** Add custom functionality to\n your agent and satisfy your business needs.\n\n 1. **Start conversations from a\n [website](/business-communications/business-messages/guides/how-to/integrate/web-widget)\n or [URL](/business-communications/business-messages/guides/how-to/integrate/url).\n Recommended.** Enable conversation entry points on surfaces that you manage.\n 2. **[Add automation with\n Dialogflow](/business-communications/business-messages/guides/how-to/integrate/dialogflow).\n Optional.** Easily add automation to your agent's conversations.\n 3. **[Authenticate with\n OAuth](/business-communications/business-messages/guides/how-to/integrate/oauth).\n Optional.** Verify user identities to provide secure, personalized conversations.\n\nDeploy\n------\n\nMake your agent available to users on available [entry\npoints](/business-communications/business-messages/guides/concepts/entry-point).\n\n1. **[Verify your agent and\n locations](/business-communications/business-messages/guides/how-to/verify).\n Required.** Confirm and finalize agent information. If you have locations, confirm that the specified locations belong to the brand your agent represents.\n2. **[Launch your\n agent](/business-communications/business-messages/guides/how-to/launch/agents).\n Required.** Make your agent available on entry points that don't rely on location.\n3. **[Launch your\n locations](/business-communications/business-messages/guides/how-to/launch/locations).\n Required if you have locations.** Make your agent available on location-based entry points.\n\nMeasure\n-------\n\nMeasure and improve your agent's performance.\n\n1. **[Track metrics to measure agent\n performance](/business-communications/business-messages/guides/how-to/qa/metrics).\n Required.** Track and improve your agent's conversational performance.\n2. **[Iterate your conversation design based on agent metrics](/business-communications/business-messages/guides/how-to/design/optimize).\n Recommended.**"]]