Troubleshooting GMB Messages Not Appearing in Conversation Tab

Ensuring Proper Access and Settings

Verify Admin or Manager Status: To enable messaging integration, you must have admin or manager access to the GMB account. This level of access is necessary to adjust settings and permissions.

Disable Messaging in GMB: Navigate to the messages tab within your GMB account and ensure the messaging option is turned off. Enabling messaging on the Google side can interfere with the CRM's ability to receive messages.

Set Company Time Zone in the CRM: Go to the CRM's settings and select the company tab. Ensure the company time zone is not left blank. If it is, select the appropriate time zone and reintegrate the GMB page.

Reintegrating GMB Page

Access Integrations Settings: Within the CRM, navigate to settings and then to the integrations tab. Here, you can attempt to change the page by selecting the GMB page again. This simple step can sometimes resolve the issue.

Verify GMB Page Name: In the integrations tab, note the exact name of the GMB page as it appears. Using the Google Maps mobile app (this cannot be done on desktop), search for your business name exactly as it appears in the CRM.

Check for Chat Icon: If a chat icon is visible but the default CRM profile picture (typically a lady's picture) is not displayed, it indicates the GMB account may be connected to another CRM system.

Additional Troubleshooting Steps

• If the chat icon is missing entirely after following the above steps, it's crucial to contact support for further assistance.
• If the default CRM profile picture is visible but messages still aren't appearing, it's possible the GMB account is linked to another CRM account. This situation requires reaching out to support for resolution.
• In cases where messaging was previously turned off in GMB, but the chat button or another business's icon appears, contact GMB support to ensure the app is correctly unlinked.

Frequently Asked Questions

What if I see another business's icon instead of the default CRM profile picture?

• This indicates your GMB account may be connected to a different CRM system. Contact GMB support to resolve this issue.

What should I do if I suspect my business is connected to another CRM account?

• Reach out to support with details of the issue. They can assist in identifying and resolving conflicts between accounts.