Managed Channels
Datasource Capabilities
An overview of Google My Business data source capabilities and limitations for Managed Channels.
Source of Data: Google My Business API
Post Types: Reviews
Reply Limit: One reply per review
Character Limit: 1,250 characters per reply
Image Support: Not supported — review images are not displayed
Unverified Accounts: Cannot be added as a channel
Data Dictionary & Metrics
Understand the Google My Business data that Lucidya collects and engagement metrics.
Data Entity | Metadata | Metrics |
Review | Rating, Review Text, Review URL, Branch Location | FRT, TTC, TUT |
Branch | Branch Name, Location, External Link | Total Reviews, Avg. Rating |
Agent Reply | Reply Text, Reply Status (Original / Edited), Timestamp | — |
How to Setup
Go to Monitor from the left sidebar.
Click "Managed Channels", then click "+ New Channel".
Select "Rating" as the channel category.
Choose "Google My Business" as the platform.
Select an authenticated account — or click "Authenticate New Account" to connect one.
Click "Next Step".
Select one or more branch locations to monitor.
Click "Add Channel".
OmniServe Inbox
Datasource Capabilities
An overview of Google My Business data source capabilities and limitations for OmniServe Inbox.
Source of Data: Google My Business API
Engagement Type: Public Reviews
Reply Limit: One reply per review — edit or delete to resubmit
Character Limit: 1,250 characters
Customer Reply: Not supported — customers cannot reply to agent responses
Image Support: Not supported — review images are not displayed
NRT Tracking: Not applicable
In-Chat Survey: Not applicable
Data Dictionary & Metrics
Understand the engagement data and metrics available in OmniServe Inbox for Google My Business.
Data Entity | Metadata | Metrics |
Review Engagement | Star Rating, Review Text, Branch Name, External Link | FRT, TTC, TUT, Avg. Handle Time |
Agent Reply | Reply Text, Edited Status, Timestamp | Compliance Rate, Hits, Misses |
Contact Profile | Name, Sentiment, Segments, Interaction History | Total Engagements, Avg. Engagements per Contact |
How to Setup
Go to Settings → Connections → + Company Account.
Select "Google" as the account type and complete authentication.
Go to OmniServe → Configurations → Managed Channels and confirm the account appears.
Optionally, go to OmniServe → Configurations → Automated Replies to Comments to set up auto-replies for Google Maps.
Optionally, go to OmniServe → Configurations → Inbound Routing and add a routing rule using "Public Reviews" as the message type condition.
Google Maps reviews will now appear in the Inbox under Engagement Type → Reviews.
Can an agent post more than one reply to a Google Maps review?
Can an agent post more than one reply to a Google Maps review?
No. Agents can post one reply per review. To change a response, the existing reply must be edited or deleted first.
Where does the star rating appear?
Where does the star rating appear?
The customer's star rating is displayed on the engagement card in the Inbox and within the engagement details view.
Are review images visible in the platform?
Are review images visible in the platform?
No. Images attached to Google Maps reviews are not displayed within OmniServe.
Can I filter engagements by a specific branch location?
Can I filter engagements by a specific branch location?
Yes. Use the GMB Branches filter in the Inbox to narrow results by a specific business location.
Are SLAs tracked for Google Maps engagements?
Are SLAs tracked for Google Maps engagements?
Yes — FRT, TTC, and TUT are tracked. NRT is not applicable since agents can only post one reply per review.
Who enables Google My Business for an account?
Who enables Google My Business for an account?
A system admin must enable it at the package or account level from System Admin settings before it becomes available in the platform.
Ready to get started?
Connect your Google My Business account and bring your customer reviews into Lucidya — so your team can manage every location, respond to every review, and unify your brand presence across all channels from one place.
Go to Settings → Authentication → + Company Account to add your account today.