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Google My Business Capabilities & Limitations
A reference covering how Lucidya integrates Google My Business (Google Maps) as a data source, capabilities across Social Listening, OmniServe, and Analytics, along with setup requirements and known limitations.
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.
How to Set Up
- 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.
How to Set Up
- 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.
For further assistance, contact Lucidya Support.
Frequently asked questions
No. Only one reply is allowed per review. To change a response, the agent must edit or delete the existing reply and resubmit rather than adding a second one.
The star rating is captured as part of the review's metadata and is visible alongside the review text wherever the engagement appears, in both the Managed Channels Review data and the OmniServe Inbox Review Engagement view.
No. Image support is not available for Google My Business. Review images are not displayed in either Managed Channels or OmniServe Inbox.
Yes. Branch Location is captured as metadata on each review, and Branch is tracked as its own data entity with Total Reviews and Avg. Rating, so engagements can be viewed and filtered per location.
Yes, partially. FRT (First Response Time), TTC (Time to Completion), and TUT (Total Unassigned Time) are tracked for Google Maps reviews. Note that NRT (Next Response Time) tracking is not applicable, since customers cannot reply to agent responses.
An authenticated Google My Business account must be connected before it can be used as a channel. Unverified accounts cannot be added, so the Google Business Profile must be verified in Google before connecting it to Lucidya.