Have questions about using Google My Business through Lucidya? Here are quick answers to the most common questions about this data source and its capabilities.
What types of data does Lucidya collect from Google My Business?
Lucidya collects public review data via the Google My Business API, including ratings, review text, review URL, and branch location. Agent reply data is also collected, including reply text, reply status, and timestamp.
Can I reply more than once to the same review?
Only one reply is allowed per review. In OmniServe Inbox, you can edit or delete an existing reply and resubmit it, but you cannot add more than one reply to the same review.
Does Lucidya support displaying images from Google My Business reviews?
No, image support is currently not available for this data source. Review images are not displayed in either Managed Channels or OmniServe Inbox.
What is the main requirement to add a Google My Business account as a Managed Channel?
The account must be verified on the Google side first. Unverified accounts cannot be added as channels in Lucidya.
Can customers reply to agent responses in OmniServe Inbox?
No, this is not currently supported. Customer interaction is limited to posting the original review; customers cannot reply to agent responses.
What metrics are available for Google My Business reviews in OmniServe?
Available metrics include FRT (First Response Time), TTC (Time to Close), TUT (Time to Update), Average Handle Time, and Compliance Rate. Contact profile statistics are also available, such as Total Engagements and Average Engagements per Contact.
Need help setting up your Google My Business channel? Reach out to the support team or explore related articles for more details.