# Legacy Google Business Messages connection

Understand the legacy Google Business Messages connection and conversation handling retained in INSIDE 3.3.

*Release 3.3 · admin, operator, visitor*

**Settings › General Settings › Integrations**

## What it is

**Google Business Messages** is a legacy channel represented in INSIDE 3.3. Existing conversation handling includes messages, images, choices and provider receipts. It is hidden from the integration **Add** popup, so it applies to existing set-ups rather than new ones.

## Who uses it and why

Operators review existing **Google Business Messages** conversations. Administrators ask Powerfront about a retained account or its configuration. The customer-side behaviour described here applies to messages received through that legacy connection.

## Where to find it

Open an existing **Google Business Messages** conversation or find it in conversation history. The account is represented in the Powerfront-managed **Settings › General Settings › Integrations** area.

## How it works

The integration handles text and supported image content. Customer suggestion selections can appear as answers to automated questions. Provider receipts update message status, and incoming typing events can show customer activity.

A customer request for a live agent can invoke the configured handover. If no operator is available, the configured availability response can apply.

Outgoing content includes text, images, rich cards and suggestions. The retained administration functionality covers Google agents and locations, verification and launch requests, test links and QR codes. It also supports language-specific welcome and privacy information and entry-point configuration.

## Configure it

Ask Powerfront to review the retained account and the changes you need. New Google Business Messages accounts are not offered in **Add**. Powerfront must check which retained administration options are usable for your account.

The legacy connection can hold language-specific conversation settings and agent or location details. Verification and launch are separate stages in that administration process. Do not treat the presence of an account in INSIDE as confirmation that an external connection is available.

## Limits and good to know

- This is a legacy integration. Confirm availability with Powerfront before planning customer activity around it.
- Choice messages support up to four suggestions per card and up to 40 choices across a card set. Multiple selection is unsupported.
- Authentication replies and Dialogflow responses are not processed by this integration.
- Outgoing authentication requests, location requests, typing indicators and reactions are unsupported. Incoming typing events are a separate capability.

## Depends on and works with

### This feature uses

- **Requires** [Messaging channel connections](CHN-001.md): The legacy Google Business Messages connection needs an authorised business account.
- **Requires** [Messaging conversations](CHN-002.md): Conversations retain the connected Google account and customer identity.
- **Requires** [Webhooks and message status](CHN-003.md): Provider notifications supply messages, selections and receipts.
- **Configured in** [Website, channel and subsite access](ADM-009.md): Operator website and channel access governs conversation access.
- **Works better with** [Message delivery and read receipts](CHAT-003.md): Provider receipts can update message delivery and read status.
- **Works better with** [Virtual Assistant tasks in messaging channels](CHN-004.md): Supported automated questions use suggestions and card choices.
- **Works better with** [Virtual Assistant task pauses and handover](ENG-015.md): A customer request for a live agent can invoke the workflow handover.
- **Related** [Conversation history and search](CHAT-024.md): History lets operators review retained messages even when the legacy connection is unavailable.

## FAQ and troubleshooting

### Can Powerfront add a Google Business Messages account?

The channel is hidden from **Add** in this release. Ask Powerfront about the retained account you need to review.

### Does an existing account mean it can still receive messages?

No. An account record alone does not confirm the availability or authorisation of the external connection. Ask Powerfront to check it.

### Can I review earlier conversations?

Use conversation history to find retained **Google Business Messages** conversations, subject to your access and data retention settings.

### Why did an automated choice question fail?

Use a single-selection question and keep within the supported suggestion and card limits. Ask Powerfront to check the legacy connection if valid questions still fail.