Office Hours: Aug 24, 2021

This newsletter follows each Business Messages Office Hours meeting, summarizing news from Google and from our brand and partner ecosystem.

Industry News

Sector Overview

M&A activity and funding:

Top questions of the week

If you are using Business Messages on our customers website and not on the Google Search listings, is having a live agent a requirement?

No. The only place a live agent is required is to launch your agents to a Google entry point.

Why am I receiving messages multiple times and sometimes delayed across other agents?

You must ACK messages with a 2XX status code to confirm receipt of the message. Business Messages will otherwise queue the message for redelivery to your webhook.

Is the Google My Business API needed for Business Messages?

You don't need the Google My Business API to use Business Messages. It is helpful however to use the Google My Business API to fetch a list of locations you want to bring into Business Messages.

If you have more questions please contact support or ask them at the next Office Hours.

Free, 1 hour training session!

Sign up here and learn about how we leverage the principles of natural human conversation in Business Messages. This conversational design training session is taking place on Sept 29th.

Business Communications UX Research Opt-in

Are you interested in participating in research studies related to Google Business Communications? If so, please opt-in here!

What's new?

Coming soon: Bot message feedback


  • Get insights into how your messages are performing.
  • Configure negative response feedback within the Agent configuration!

Coming soon: Dialogflow ES Custom Intents


  • Build out your intents in Dialogflow ES and produce rich responses with JSON Payloads.
  • Use Dialogflow's intents to create complex user journeys for Business Messages.
  • Open for early access. Contact
  • You will soon be able to launch Business Messages agents without a logo!


Partner Logo Updates

  • Have your logo added to the Business Messages Partner page if you've launched a 3P agent!
  • This page is updated on the 10th of every month. Send your logo to in a *.png file format the prior month to be added.

Agent of the week

Congrats to HDFC Home Loans, built by Cogno AI!

Chat with HDFC Home Loans 247 to access key services & information. This agent makes use of context data passed to it through the entry point. There's easy access to a live agent which help build rapport and connection.


Want to be featured in Agent of the week? Fill out this form.

Where in the world?

Come say hello!

  • Khoros Engage Live with Khoros - Sept 14, 2021
  • Dreamforce with 1440 - Sept 21-23, 2021
  • White Label Expo - Sept 2, 2021
  • White Label Expo - Sept 30, 2021