Troubleshooting GMB Messages Not Showing in the Conversation Tab

Confirming Access and Configurations

1. Check Admin or Manager Permissions: Ensure you have the appropriate access level (admin or manager) in the GMB account. This access is essential for adjusting necessary settings and permissions to facilitate messaging integration.

2. Turn Off Messaging in GMB: Access the messages tab in your GMB account and confirm that messaging is disabled. If messaging is active on Google’s side, it can prevent the CRM from receiving messages properly.

3. Set the Correct Company Time Zone in the CRM: Head to the CRM's settings, navigate to the company tab, and verify that the company time zone is correctly set. If it's blank, choose the correct time zone and reintegrate your GMB page.

Reintegrating the GMB Page

1. Navigate to Integration Settings: Within the CRM, go to the settings section, and then open the integrations tab. Here, attempt to reconnect the GMB page by selecting it again, which may resolve the issue.

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

3. Inspect the Chat Icon: If the chat icon appears without the default CRM profile picture (often a generic image of a lady), this could indicate that the GMB account is linked to another CRM system.

Additional Troubleshooting Tips

• Chat Icon Missing: If the chat icon is absent after following the steps above, contact support for further assistance.

• Default CRM Profile Picture Visible but Messages Not Appearing: This could mean the GMB account is associated with another CRM system, requiring you to reach out to support for help.

• GMB Messaging Previously Disabled: If messaging was turned off in GMB but you now see a chat button or another business's icon, contact GMB support to ensure the app is correctly unlinked from any other accounts.

Frequently Asked Questions

• Seeing Another Business’s Icon Instead of the Default CRM Profile Picture?

  • This suggests your GMB account may be linked to a different CRM system. You'll need to contact GMB support to correct this issue.

• Suspect Your Business is Connected to Another CRM Account?

  • Get in touch with support, providing them with all relevant details. They can assist in identifying and resolving any account conflicts.