Platform Release

January 2023 Updates: Google Business Messages, Webhook Events and New Workflow Templates

Petrina Jo
February 2, 2023

Gong xi fa cai! 🎆 leaps into the Year of the Rabbit with three phenomenal releases. Check out the new Google Business Messages channel, webhook events for real-time information about events and 5 new Workflow templates as a shortcut to building automation.

Enable Seamless Chats with Google Business Messages

Google Business Messages is now a supported messaging channel on 🥳 As Google Search is the most popular search engine in the world, its native business messaging feature is an important channel for customer communication.

Google Business Messages channel

Previously, customers who looked up your business on Google Search had to take a few steps to start chatting with you. They had to click on your website and fill out an inquiry form or open your Facebook or Instagram Page to send you a message.

Google Business Messages removes this friction so customers can reach you seamlessly through entry points like Google Search, Google Ads and Google Maps. Now, they can chat with you directly from the Google touchpoints they land on to inquire about product availability, check opening hours, make reservations and more. 💪

Google Business Messages entry points

To get started, create a Google Business Profile. Then, connect your Google Business Profile to to start receiving and responding to messages in your inbox. You can even add Google Business Messages as a standalone widget or as a channel in the multichannel widget on your website through

Other supported functionalities for Google Business Messages include Workflows automation, Dialogflow, Zapier and API 2.0 to automate messages, streamline business processes and integrate with external applications.

Feel free to contact our support team if you have questions about using Google Business Messages on

Stay Up to Date with Webhook Events

Get real-time information on critical events happening on with the new webhook events feature. This allows you to use webhooks to trigger notifications or share information about specified events with other applications.

The list of supported events includes:

  • New incoming or outgoing message
  • Conversation opened or closed
  • New Contact is added
  • Existing Contact is updated
  • Contact tag is updated
  • Contact assignee is updated
  • New comment is added for a Contact

For instance, you can sync all messages on with your internal database by setting up webhooks to send all incoming and outgoing messages on to a desired destination.

Webhook events on

To get started, go to Settings > Integration > Webhooks and configure your webhooks. You'll be able to specify which events you'd like to receive notifications for and provide the URL (endpoint) where you'd like to receive these notifications. Learn more about webhooks and how to use them here.

The new Webhook feature is only available for Business Plan users and above. If you have any questions, please contact our support team.

Build Automation Quickly with New Workflow Templates’s Workflows Module is designed for flexible no-code automation. Now, 5 new Workflow templates make building automation easier than ever.

New Workflow templates to build automation quickly

The new templates comprise:

  • Chat Menu
  • Shift Transfer
  • Issue Escalation
  • Send CSAT and save data to Google Sheets
  • Send CSAT and save data to Data Warehouse
Issue escalation Workflow template

This way, you can quickly automate and implement crucial business processes. Keep an eye out for more templates to come that will support an even wider variety of use cases.

Petrina Jo
Content Team Lead
Petrina Jo is a Content Team Lead at She has an MA in Creative Entrepreneurship and a BA in Journalism. Petrina’s previous role as a senior writer at a luxury publication gave her unique insights into the evolving dynamics of high-value customer communication.
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