Configuring Google My Business Service Settings
This guide will walk you through the process of configuring your Google My Business Service Settings within Sprinklr Social.
Note : Ticket creation comes under Sprinklr Service and if you wish to use Sprinklr Service as well for customer care support, Follow these steps to set things up:
Step 1: Navigating to Settings Begin by accessing the main page of Sprinklr Social and proceed to the settings section.
Step 2: Selecting Google My Business
Within the Sprinklr Social settings, find and click on 'Google My Business'.
Step 3: Viewing Your Google My Business Accounts
You'll find a list of your Google My Business accounts that are linked to your platform.
Step 4: Making Changes to an Account
Identify the specific Google My Business account for which you want to make changes and click on the three dots (...) associated with it.
Step 5: Editing Account Settings
Choose 'Edit' to access the Service Settings for the selected Google My Business account.
Step 6: Accessing Ticket Settings
To make changes to incoming messages, click on the 'Edit' option.
Step 7 : On the Google My Business Service Settings page, you will find the Ticket Creation Rules where every review or question will be converted into Tickets.
Step 1. Convert Reviews into Tickets
Rules | Description |
All Public Reviews | Converts any comments initiated by any viewer on your channel into tickets. You can reply to these tickets directly from the portal, and they will reach the commenter as replies. |
All Engageable Reviews | Converts only engageable comments identified by Sprinklr AI into tickets. Sprinklr employs the industry’s most advanced AI and machine learning to pull engageable comments out of the noise and convert them into tickets. |
Only Manually Filtered Reviews | Allows you to set conditions to define the rules to segregate the tickets. 
For example, if you wish to convert only those comments into tickets with the keyword “Help” in them, you can set the “Keyword” condition, i.e., Keyword contains Help. |
Type of Ticket | Description |
Sentiment | Choose a sentiment such as positive, negative, or neutral. |
Keyword | Enter the desired keyword. |
Step 2. Convert Questions into Tickets
Rules | Description |
All Public Questions | Converts any questions initiated by any customer on your Google Business page into tickets. You can reply to these tickets directly from the portal, and they will reach the customers as replies. |
All Engageable Questions | Converts only engageable questions identified by Sprinklr AI into tickets. Sprinklr employs the industry’s most advanced AI and machine learning to pull engageable questions out of the noise and convert them into tickets. |
Only Manually Filtered Questions | Allows you to set the following conditions to define the rules to segregate the tickets. Keyword Sentiment For example, if you wish to convert only those questions into tickets with the keyword “Help” in them, you can set the “Keyword” condition, i.e., Keyword contains Help. 
|
Enable Undo Send | If enabled, you will have the option to undo the replies you sent mistakenly. |
Type of Ticket | Description |
Sentiment | Choose a sentiment such as positive, negative, or neutral. |
Keyword | Enter the desired keyword. |
Step 3 : Once you've configured Sprinklr Service Settings, click on Save
In this manner, you will be able to configure Sprinklr Service Setting for Google My Business Account.
